Learn about the different kinds of conversations you're expected to have with retail customers, as well as how to navigate those conversations successfully.
Overview
Syllabus
Introduction
- Why conversations matter
- Starting a conversation with someone just walking into the store
- How to respond to “Thanks, I’m just looking.”
- Getting the customer to tell you what their goal is
- Tell the customer a story about the product they're looking at
- Goodbye: The final conversation
- “Does this dress make me look fat?”
- When you don’t have time for a conversation
- The conversation after the customer says no
- How to talk to an angry customer
- “Here’s what other people like you tried...”
- Upselling the customer to a better (and more profitable) solution
- Tell them when you’re not the best solution
- Motivating yourself
- Next steps
Taught by
Paul A. Smith
