Purpose
To increase sales and service levels by developing and Improving sales & service skills. This will be achieved by involving the managers in developing the required skills, and equip them with the training & coaching techniques to develop skills in others.
Target Group
Store Managers and other managers & directors
Duration
2 days, plus coaching if required
Delegates
Approximately 30 delegates
Aims to:
1. Increase sales, especially of speciality products
2. Improve the service skills of department managers and their staff
3. Understand customer enquiries and develop skills to convert those into sales
4. Develop training & coaching skills so managers can improve the sales skills of their staff.
1 day - Produce an engaging and interactive skills session at the annual conference
1 day, to be run 3 times for separate, smaller groups - Provide follow up training to enable their service to be further developed, and enable the managers to help their staff improve their own skills
Trainers
Phil Ingle, one of our highly experienced team of Training Consultants
An outline of the proposed session follows:
Expanded View of Conference session – Day 1
| Sessions | Outline Content | Your People Will Be Able To |
|---|---|---|
Pre-Conference meeting in Garden Centre | Shopping Exercise: individually each delegate tasked to price and/or purchase a range of specific items Asked to note their experience as a customer | Consider what service means to customers, and how we currently perform. |
Introduction | - Share objectives, set the scene - PPP Intro | - Consider their needs and how this will help them |
Service Principles – what does good service look like? | - What makes a good salesperson – KASH - The Skills Diamond: Unconscious Incompetence to Unconscious Competence - Sales from a customer perspective | - Describe the characteristics they can develop in sales people - Answer the question: what does a good salesperson look like? |
The service process - how did we do? | - “Describe your purchase” - Design the process - Looking for stepping stones & buying signals | - Describe in detail how people buy - Demonstrate how to use this process to help spot opportunities |
Where does good service start & finish? | - First contact and last contact - What are the factors in creating the right first and last impression | - Define how they can consistently provide good service - Demonstrate touch points and spot buying signals |
Customer Interactions | - Interactions exercise - Various individual scenarios | - Demonstrate customer service behaviours |
Learning Review | - My KLPs - Practice exercises & instructions for activity between sessions | - Put new skills into practice |
Expanded View of Training – Day 2 Helping the team provide good service
| Sessions | Outline Content | Your People Will Be Able To |
|---|---|---|
Introduction & Review | - Share objectives, set the scene - PPP Intro - Quick Quiz | - Demonstrate how skills have been applied since conference |
Service Progress | - Review of between session activities - Successes/learning points | - Demonstrate how skills have been applied since conference |
Making the most of complaints | - Complaints or opportunities? - Define the process - LATTE | - Handle complaints consistently - Demonstrate how to engage customers at all stages |
Developing skills in others | - KASH for Managers - How people learn - The role of managers - How to give performance enhancing feedback - BOOST | - Describe how people learn new things - Demonstrate giving feedback on good and poor performance |
Developing skills & sales through coaching | - Coaching for skills development - The skills of a coach - Coaching practice – service situations | - Define coaching in their role - Demonstrate how to coach for development |
Learning Review | - My KLPs - Start, Stop, Continue | - Put new skills into practice |