Retail Customer Service - Adelaide
About the Opportunity Looking to build your retail career in a fun and dynamic setting?
The Full Materials of Training by David Smith
Course Overview
What if I said the key to your retail career is not about selling more stuff, that it is about becoming the master of human connection? Did you ever want to know why some retail associates appear to make detractors into advocates without much of an effort, and others have trouble with every single customer interaction?
Here's a question you might not expect: What if every challenging customer experience was really a golden opportunity in disguise?
After spending more than 20 years training retail teams across the country, from the busy shop fronts of Rundle Mall to the quaint stores in Norwood, there's something surprising I've learnt along the way. The retailers who make it aren't necessarily the ones who know the most about their merchandise, they're the ones who know the most about people.
This bootcamp tackles the actual issues you deal with every day in Australian retailers. Whether you're wading through the post Christmas return deluge or guiding tourists on local products, or just coping with specifics unique to Adelaide's retail scene, this course gives you practical skills for immediate use.
Learning Outcomes
At the end of the course, the learners will:
Show demonstration of customer reading skills to know what they need and want
Use proven de-escalation tactics that are workplace friendly
Implement organic cross selling techniques that will increase the level of customer satisfaction
Remain calm in stressful and high pressure situations
Develop loyal relationships with your customers to keep them coming back for more
Enact complaint recovery policies that transform complaints into opportunities
What You Will Learn
Module 1: The Psychology of Retail Engagements
Aren't there customers that seem to light up just by seeing certain employees? In this unit we look at customer psychology and the psychology of first impressions and how to ensure that the first impression is a positive one which leads to successful interaction.
Module 2: How to Read the Room Types of Customers and Cues
What does a customer's body language tell you before they open their mouth? Learn how to recognise various types of customer psychological profiles and motivations, from the decisive buyer to the timid window shopper, and tailor your selling approach accordingly.
Module 3: De escalation Mastery
What's the one thing you should never say to a customer who is mad? This hands on module hands you the tools you'll need for defusing anger filled situations and turning the negative energy towards a positive resolution.
Module 4: The Natural Art of Selling
Why do aggressive sales techniques lead to fewer sales? Learn how to lead customers to purchases they'll be happy to make, enabling you to win their loyalty while you make your sales, again and again!
Module 5: Energy Management and Resilience
What do you do to keep your excitement going for those tough 8 hour shifts? Study simple tips for managing energy, keeping a positive outlook and preserving your health when you work in a fast paced retail setting.
Module 6: How to Recover and Build The Relationship After Complaining
What if every complaint was really just a customer begging you to help them love your store again? Learn instead how to turn problems into opportunities, and how to build long term, mutually beneficial, relationships with your customers.
Module 7: Adelaide Retail Dynamics
Being conscious of Adelaide's retail environment, including seasonal tourism and visiting trends, local client expectations and cultural differences.
Training Methodology
The course includes hands on workshop, practice the real life scenario and peer exchanges. Students will encounter real life examples of cases and problems from Adelaide retail.
Assessment and Certification
Participants will be evaluated through practical show displays, peer review sessions, and written "reflection journal" and will be asked to reflect on their learning journey. This programme leads to the award of a Certificate of Professional Development in Retail Customer Service Excellence.
Course Duration and Format
Duration: 2 days or ½ day x 4 sessions
Format: Face to face interactive workshops
Location: Central Adelaide training facility
No of participants: Max 16 for the most possible interaction
Summary
Adelaide's retail is changing at a fast pace, and with this change, customer's expectations are growing. And this training doesn't just show you how to do that, it gives you the ability to consistently meet and surpass those expectations.
You'll discover actionable skills and confidence building advice that will enable you to change the way you approach customers, and the way they regard your retail customer service, from here on out. But you will also realise that when you form real relationships with other human beings, work becomes more fulfilling and customers become your fiercest advocates.
The question isn't whether you can afford to develop these skills, it's whether you can afford not to. Excellent customer service is no longer a nice to have, it is a competitive edge in today's increasingly cutthroat retail landscape.