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“Top Check” Selling Workshop

www.retailertrainingservices.com

Course Description: Increase your revenue, improve your gross margin, and enhance your customer relationships! This workshop focuses on identifying, presenting, and practicing the seven core skills required to be a successful retail sales associate. Using participant guides, an interactive classroom setting, role playing, and small group activities this session focuses on proven techniques for maximizing sales productivity. The workshop may be modified in length from 3-hours to 2 days. Content Overview and Key Deliverables:

• Step One - Preparing to Sell • The Advantages and Challenges of Retail Sales • 3 Components of Preparation and More!

• Greeting and Building Rapport • 4 Steps of Greeting • Using the “Stop, Drop, and 15” Rule and More!

• Qualifying Your Customer • Using Questions to Uncover Lifestyle Needs • How to use Questions to Anticipate Objections

• Presentation and Motivation • Includes How to Use the “S.E.L.L.” Method of Presentation • How to Present a Complete Solution to Build Your Basket

• Asking For the Order • Recognizing Verbal and Non-Verbal Buying Signals • 10 Proven Methods for Closing the Sale

• Overcoming Stalls and Objections • The Difference Between a Stall and a Real Objection • 5 Key Objections and how to Overcome Them

• Follow-up and Building Referrals • Ensuring a Quality Customer Experience Through Adding-on • Building Long-term Relationships Through the 2-2-2-5 Method

“Top Check” Sales

Management


Course Description: Create sustained improvements in your store’s results by implementing the “Top Check” sales management method. This seminar-style training program can be delivered in one-two days and will provide you with the techniques for managing your sales force in a positive and fair manner that is proven to get results. Using participant guides, an interactive classroom setting, role playing, and small group activities this session focuses on proven techniques for maximizing sales productivity. Content Overview and Key Deliverables:

• Defining the Roles of a Store Manager • Managing the Store vs. Managing Your Team

• Understanding What is Important • Using KPI’s • Managing Behavior vs. Managing Results

• The Core Activities of Sales Management • The 6 stages of Coaching • Improving Your Ability to Communicate • The 4 “R’s” of Motivation • Setting “SMARTER” Goals • Inspecting What you Expect

• The Top-Check Management Philosophy • Reps Consistently Improving on Their Best Results • Improving Results Through Improving Behavior • Managing Sales From the Floor • Empowering Reps to Grow and Learn • Management Rhythm and Excitement

• The Top Check Methodology • Individual and Store-level Activities • Forecasting and Coaching Methods • Driving Toward Daily Accomplishment

Improving Attachment Sales Workshop for Owners and Managers


Course Description: Targeted at store owners, field managers, and store managers, this half-day workshop focuses on uncovering the core activities leaders need to focus on in order to create a sustainable improvement in attachment rate. Using participant guides, an interactive classroom setting and small group activities the participants will create an action plan for success. Content Overview and Key Deliverables:

•Why Attachment Selling is Important •For the Customer, For the Store, For the Sales Representative

• Setting the Expectation for a High Attachment Rate – The Rule of 3 •Make it Work , Make it Work Better, Keep it Working

•Identifying the Obstacles to Achieving Long-Term Success • Break-out activities that uncover underlying impediments to success – includes hiring decisions, training, score carding, inventory, merchandising, marketing, and compensation.

• The 7 Core Activities That Produce Success • Prepared Store Locations • Promotional Activities • Establishing and Communicating Goals and Expectations • Ongoing and Appropriate Training Activities • Inspection and Measurement • Advising, Coaching, and Counseling • Motivational Programs and Compensation Plans

•Development of Action Plans •Working in small groups, participants will develop a common action plan that is suitable for their business. Includes mutual commitments and plans for follow-up

Improving Attachment Sales Workshop for Sales Representatives


Course Description: Targeted at Retail Store Managers and Sales Representatives, this half-day workshop focuses on improving the individual’s ability to sell high-margin accessories and services. Using participant guides, an interactive classroom setting and small group activities this session focuses on proven techniques for maximizing sales productivity. Content Overview and Key Deliverables:

•Why Attachment Selling is Important •For the Customer •For the Store •For the Sales Representative

•How to Get to and Maintain a High Attachment Rate – The Rule of 3 •Make it Work , Make it Work Better, Keep it Working

• Introducing the H.O.T. Method of Selling Accessories •Help the Customer to Get What They Came in For •Offer the Customer a Great Deal on Accessories •Tell the Customer Why They Need Accessories

•Integrating the H.O.T. Process with the 7 Steps of Selling •Preparing You and Your Store to Sell Accessories •Techniques to Introduce Accessories During the Greeting •Uncovering Accessory Needs During Qualification •Introducing Accessories as Part of a Complete Solution During Presentation •Closing Techniques That Encourage Accessory Sales •Overcoming Common Objections and Stalls •Follow-up Techniques That Encourage Additional Sales

•Practice and Activity is the Key to Growing Your Sales •You Have to Swing the Bat in Order to get a Hit

Time Management Workshop For Store Managers, Owners, and DMs


Course Description: Targeted at Retail Store Managers, Fields Managers, Managers-in-Training, and Franchise Owners, this full-day workshop focuses on improving the individual’s ability to manager their time effectively in order to get things done correctly, on time, and on budget. Using participant guides, an interactive classroom setting and small group activities this session focuses on proven techniques for maximizing productivity. Content Overview and Key Deliverables:

• Why Time Management Skills are Important • Identify and list the daily, weekly and monthly activities performed by a Store Manager or Store Owner • Identifying the core priorities of a Store Leader • Establishing the 5 Time Management skills all managers need

• Setting Priorities • The difference between important and urgent tasks • Categorizing your tasks and activities

• Planning for Effective Execution • Using to-do lists • Introducing the monthly store and district activity planner

•Delegation and Follow-up • Setting S.M.A.R.T.E.R goals • The 7 steps of successful delegation

• Efficient Practices and Eliminating Procrastination • Implementing 10 simple activities to save time and improve efficiency • How to identify and deal with procrastination

• Creating a Sales Action Plan •Develop an action plan to accomplish your sales and operational goals.

Handling Difficult Customers For Retail Personnel


Course Description: Targeted at Retail Store Managers, Store Owners, and Sales Representatives, this half-day workshop focuses on improving the individual’s ability to deal with difficult customer situations through simple tactics and techniques. Attention will also be paid to converting customer challenges into sales opportunities. Using participant guides, an interactive classroom setting and small group activities this session focuses on proven techniques for defusing challenging customer situations. Content Overview and Key Deliverables:

•Understanding and Managing the Angry Customer •Exploring why angry customers treat you as they do • Effectively managing the angry customer • Managing your own emotional reactions

•Establishing the Cause • Identifying the underlying reasons for customers’ anger

•Developing Your Response • Using constructive rather than destructive behaviors when dealing with conflict. •Deal with customers feelings first. • Practice the H.E.A.T. method.

• H…Hear Them Out • E…Empathize and Acknowledge the Issue • A…Ask Questions to Get to the Root Cause • T…Take Ownership and Action.

• Review quick stress management techniques.

•Developing a Proactive Approach •Eliminate the causes and defining your role as the expert.

• Identifying Selling Opportunities •Practice proactive selling techniques.

Crowning Customer Service For Retail Personnel


Course Description: Targeted at Retail Store Managers, Store Owners, and Sales Representatives, this half-day workshop focuses on defining the core activities that retail personnel must execute in order to create an atmosphere that encourages customers to buy and recommend your business. This workshop may be combined with our “Handling Difficult Customers” half-day workshop. Content Overview and Key Deliverables:

• What is the Value of a Customer • How to calculate the lifetime value of a customer • A review of recent statistics related to customer loyalty and value •Uncovers how customer service issues can impact your retail business

• Great, Good, or Bad Service – Defining Customer Experience • How and when customers interact with your business •The Key Elements of a “WOW” Customer Experience

• Engagement, Execution, Brand, Expediting, Recovery

•The Core Values of a Great Service Organization •Respect, Attentiveness, Personalization, Caring, Advocacy • Developing a plan for executing daily habits that result in cultural change

• Introducing the G.R.E.A.T. Method for Interacting With Customers • Greet, Respect, Evaluate, Action, Thank • How to measure and encourage GREAT activity

•10 Commandments of Customer Service


Recruiting and Hiring for

Retail


Course Description: A strong bench is the key to having a winning team. Targeted at Retail Store Managers, Store Owners, and Field Managers, this full-day workshop focuses on improving the individual’s ability to recruit, identify, select, and on-board talent. Using participant guides, an interactive classroom setting and small group activities this session focuses on proven techniques for building a great retail team. Content Overview and Key Deliverables:

• Why Having a Disciplined Recruiting, Selection, and On-Boarding Program is Important •Understanding the Employee Lifecycle • A Review of Legal and Ethical Questions

• Building Your Recruiting Plan • Developing a Recruiting and Hiring Profile • The 3 Factors if Recruiting Success • Sources and Techniques for Recruiting Talent

• Selecting Talent: Pre-Screening and Interviewing • How Selection Impacts Your Business • The Do’s and Don’t of Interviewing • Identifying Red Flags • Using the S.T.A.R. Method of Behavioral Interviewing • Making the Offer

• Hiring and On-Boarding •6 Rules of Effective Hiring • Pre-Hire Activities • Completing the Paperwork – Legal Requirements • The Three “A’s” of Effective On-Boarding • Techniques to Ensure Long-Term Success

Performance Management

Workshop


Course Description: Targeted at Retail Store Manager, Store Owners, and Field Managers, this full-day workshop focuses on identifying and developing the tools and techniques that will help leaders create an environment that inspires, engages, and encourages high levels of performance. Using participant guides, an interactive classroom setting and small group activities this session focuses on proven techniques for maximizing sales productivity. Content Overview and Key Deliverables:

• What Motivates Team Members to Achieve • The Four “R’s” of Motivation – Respect, Responsibility, Rewards, & Reasons • Causes of Employee Dissatisfaction

•The Power of Goals • The Difference Between Goals and Expectations • Implementing S.M.A.R.T.E.R. Goals

• Coaching and Leadership • The 4 Stages of Management • Understanding the Basics of Communication • The Role of the Coach and Leader • The G.R.O.W. Coaching Model • Flexing Your Style to Overcome Barriers

• Dealing With Performance Problems • Analyzing a Performance Problem – The S.O.L.V.E. Method • Implementing Progressive Discipline • Documenting the Process


District Managers’ Workshop


Course Description: Targeted at District, Area and Field Managers, this workshop focuses on identifying and developing the tools and techniques that will help field leaders recruit, hire, and performance-manage great team members. Using participant guides, an interactive classroom setting and small group activities this session will provide field managers with a proven set of tools they can use to improve their results. Workshop can be customized for a 1-3 day event and can include the following: Content Overview and Key Deliverables:

• Understanding the Field Manager’s Role • The Shadow of a Leader • Coaching vs. Managing vs. Leading

• Recruiting and Hiring Great Talent • Understanding Your Company’s Hiring Profile • Sources for Talent • Behavioral Interviewing Techniques / Selection • Onboarding Techniques to Reduce Turnover

• Motivating Team Members to Win • Four “R’s” of Motivation / Effective Communication • Implementing S.M.A.R.T.E.R. Goals / the G.R.O.W. Coaching Model

• Time Management Workshop • Analyzing the Field Manager’s Roles vs. Their Schedule • Establishing Priorities • Effective Planning Methodologies & Efficient Practices

• Conducting Effective Store Visits • Understanding the Metrics / Root Cause Analysis • Making the Visit Count • Goal Setting & Documentation


Train-the-Trainer


Course Description: Targeted at Field Managers, Company Leaders, or others who will need to lead team members through an instructor-led training process, this workshop focuses on communicating and practicing the preparation and facilitation skills they will need in order to effectively communicate to and engage learners in an instructor-led environment. The workshop can be customized as required to help with general meeting facilitation or to integrate with specific training content. Content Overview and Key Deliverables:

• Understanding your Audience • What is the Purpose of Training • The Four Stages of Learning • The Principals of Adult Learning

• Developing Your Training Plan • Utilizing the A.D.D.I.E. Method of Content Development • Gap Analysis and Training Outcomes

• Communication is the Key • Eliciting Feedback to Ensure Learning is Taking Place • Activities and Styles of Instruction

• Running an Effective Meeting • Planning and Practice • Teaching Aids and Learning Tools • How to Work with Your Audience

• Action Planning and Follow-up • Developing Action Plans for Learners • Tools to Ensure Change Takes Place

Negotiation Skills For

Sales Teams


Course Description: Targeted At Deal Makers And Business Development Professionals, This Full-day Workshop Focuses On Teaching You And Your Team Members How To Enhance Their Ability To Close Sales Through Effective Negotiation. Team Members Will Uncover Key Issues And Create Implementation Plans To Overcome The Challenges They Face When Negotiating With Customers And Vendors. Content Overview:

• Defining Negotiation / Identifying Issues • Understanding Win-Win Strategies • Defining Your Negotiation Position • Understanding Customer/Vendor Needs • Price Is Not Everything – Understanding Your Value Proposition

• The Three Stages Of Negotiation • Preparation • Bargaining • Closing

• Understanding Your Limits • Walk Away Position (“WAP”) • Zone Of Agreement (“ZOA”) • Best Alternative Position (“BAP”)

• Improving Communications Skills • Listening And Qualifying Customer Needs • Keeping An Open Mind / Keeping Cool

•Development Of Action Plans • Working In Small Groups, Participants Will Develop A Common Action Plan That Is Suitable For Their Business. Includes Mutual Commitments And Plans For Follow-up

Improving Call Center Service

& Communication


Course Description: Targeted at Customer Service Representatives, Managers, and Anyone Who has to Deal with Others in a Stressful Environment, this Workshop Focuses on Identifying Stressors; Introducing Tactics for Dealing With Them; Improving Communication to Prevent Problems From Escalating; Establishing a Plan for Success; and Techniques for Dealing with Angry People. Content Overview and Key Deliverables:

• The Causes and Impact of Stress • For the Customer, For the Store, For the Customer Service Representative •Understanding How Your Actions Impact Others

• The “Triple A” Approach to Reducing Stress • Avoiding, Altering, and Accepting Techniques • Relaxation Techniques

• Techniques for Improving Communication • Ascertaining the Facts • Using Pre-Calling, Confirming and Feedback Techniques • Leveraging Electronic Tools • Techniques for Managing Anger

• Establishing Parameters for Success • Defining Goals and Action Plans (Red/Yellow/Green) • Score-Carding Results and Self-Evaluation • First Call Resolution vs. Complex Issues

• How to Deal with Angry People • The HEAT Method - Hear Them Out, Empathize, Access, Take Action • Techniques for Managing Your Emotions • Knowing When to Escalate or Walk Away • Role Playing and Practice

Includes Lecture, Small Group Activities, Individual Activities, and Role Plays

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