World Class Service, Raising the Roof on Retail Service Standards
Win the hearts of clients.
Learn about body language, hidden messages and communication.
Be stage ready: You with Glitter!
Create brand fans through service
Sell more through service
Connecting emotionally to convert more clients!
This signature workshop is an absolute MUST for any business serious about business success through people.
Now you may be thinking 'why do emotions matter' perhaps you already have sales scripts in place of the team have access to all the product information to effectively sell. But this won't cut it, not today.
To win the hearts of your potential customers and clients, teams must step-up to a new level of confidence and strategy to engage and hold a conversation with a diverse set of clients.
On the retail stage, the team performance matters.
How the team hold themselves
How to use intonations to storytell effectively
How they lead the customer to a decision with confidence
Think about how many times a person has made you FEEL valued - in a store. I would bet that you could count it on one hand!
The service standards, overall, up and down the highstreet and inside of shopping malls are poor at best.
It doesn't take much effort to stand out of the crowd and to convert your buyers into raving brand fans!
We have transformed retail teams from burnt-out, unmotivated, disengaged with customer service scores so low it's enough to make you want shop online forever! Teams are transformed to vitalised, enthusiastic and passionate people delivering record breaking, consistent client experience. Never has there been a more critical time in physical retail to get this right once and for all.
When the team succeeds, everyone does - including the customer.
Throughout this entire workshop experience your people get to FEEL a range of emotions that occur during interactions with consumers. We fire up those memories and get the team thinking about the impact of their words and actions.
Awareness is key. With self awareness comes great insight.
We move from drab to fab service, in a sea of sameness your teams become the sharks!
You get the idea!
Here’s the great thing - all of this is achieved with facts and when adopted fully it can transform everything inside the retail store.
The moment your team step up in self-belief, in knowledge of communication mastery and indeed confidence this also impacts store operations, general attitudes and core competencies grow.
This signature workshop will creates ripples of impact across service, team harmony, operational excellence and of course, KPI’s
To kick things off, we get going with a group activity and immediately have everyone on their feet. The first activity is an energetic mood matching exercise.
Then, we elevate. We call this method, Mirror +1
We then explore your client avatars and dig deeper into each need of this client. We also learn to never assume anything about the buyer - much harder than it sounds.
We get under the skin of selling fears. This is really important to address, especially if a brand sells high-ticket items.
The psychology of sales are important to know at this level of selling.
The 2nd activity is all around shock, surprise and inspiring each client.
To get heads and shoulders above competitors, we need to do things differently - and this comes from the words you use and how to convey the message.
How many times do teams say ‘this is really nice’ when a client is trying something on?
Nice is kind of ‘meh’ take it or leave it.
You want to sell more? Teams must show up and be more!
Expand and practise different words to elevate client experience and leave them feeling with a ‘wow’ moment.
People buy from people and we get to tap into the emotional human we are serving at that time.
Touchpoints of the purchase journey. Here we identify each area and perform a ‘then/now’ analysis getting very specific around the new elevated experience. From entry and all the way through the selling ceremony.
Finally we walk through the journey of buying and instil confidence in your teams to hold the hands of the client into a purchase.
Internal narrative shifts from shyly asking for the sale to confidently helping that client make a decision!
We will have a group surgery session 2 weeks after on Zoom for a round of feedback and any Q&A’s.
What others say...
"I have Kayleigh's words in my mind daily 'don't be shy to fly' the way she explains things is remarkable and easy to digest.
Kayleigh, without question, made a massive impact on me.
Her unrelenting drive and love of what she does, is infectious."
How to win the hearts of clients
Body language queues and hidden messages in communication
Mindset ON to be stage ready. You, but rolled in glitter
Creating brand fans - through your personal brand and service
The Workshop is 7 hours in length.
We can adapt to your needs; for example, if you'd like this over 2 days, it can be arranged