top of page

< Back to All Courses

Passion in Retail!

Passion in Retail Box of TLG Asia
Materials of TLG Asia

Course overview:

This course is designed to equip retail front line agents with a customer service excellence foundation. This will help them to engage better with customers, portray energy and commitment, and use positive phrasing to establish a meaningful connection with customers as well as enhance their personal communication skills. Participants will learn how to manage challenging customer interactions and relationships to secure trust and confidence as well as retain their valued customer base.

​

Course objectives:

By the end of this training course participants will be able to: ​​​

  • Link what customers value to characteristics of successful retail agents.

  • Explain the importance of making a great first impression.

  • Demonstrate body language that engages others.

  • Explain how intensity comes from emotions.

  • Develop two different diffusion techniques.

​

Target audience:

Retail Service Professionals

 

Course outline:

Module 1: Customer Motivation

  • Discover what customers say about what matters to them in receiving great service

  • Link what customers value to what successful retail agents need to be.

  • Understand that customer behavior is influenced by both logic and emotion.

  • Explore the logical and emotional motivators of buying from you / using your service.

​​

Module 2: Rapport = Results

  • First impressions

  • Explore the attitudes and knowledge of successful retail agents.

  • Explore the skills of successful retail agents

  • Discover how the program will develop retail agents to deliver great sales/service.

  • Sharpening your rapport


Module 3: Non-Verbal Communication

  • Understand the elements that make up total communication

  • Discover some truths and myths about body language

  • Demonstrate body language that engages others

​​

Module 4: Language of Influence

  • Language that engages others

  • Language that influences others

  • Push vs. Pull influencing techniques

  • Five basic communication principles

  • Focus on behavior NOT personality

  • Being specific

  • Use the power of questions

  • Listen actively

  • Communicate assertively

​​

Module 5: High Intensity interactions

  • Understand that intensity comes from emotion.

  • Explore “What response am I looking for?”

  • Develop two different diffusion techniques

  • Apply and practice

​

Course delivery methods:

  • Self-discovery and critique

  • Case Studies and facilitator led discussions

  • Practical exercises

  • Best practice theory exploration

bottom of page