Our Luxury & Premium Training Program 2020
We run our training program like a business. Our training method is a top-down approach engaging sales leaders from the start. All training courses are interlinked with each other and will be customised to support achieving the desired outcome and customer experience you envisage. You can also choose single training courses.
Certified Train-the-Trainer Program
This certified train-the-trainer program includes a train-the-the-trainer package (master schedule, high-quality presentation, corresponding trainer sample text per slide, learning transfer exercises, participant hand-outs (bulletin sheets/memory cards)) which will enable and entitle local trainers to deliver the below-listed training courses.
After having successfully participated in the train-the-trainer program, the certified trainers are entitled to deliver "unlimited" local training sessions.
Regional Sales Management & Coaching
Regional managers learn how to proactively motivate, coach, and engage district managers and boutique managers to establish a culture of superior sales and service excellence.
We provide your regional managers with content and tools to professionally perform retail leadership core competencies that enable luxury and premium retail businesses to achieve the highest standards of excellence on the sales floor in order to exceed customer expectations and consequently increase key performance indicators (KPIs).
District Sales Management & Coaching
District managers learn how to proactively motivate, coach, and engage boutique managers and assistants to establish a culture of superior sales and service excellence.
We provide your district managers with content and tools to professionally perform retail leadership core competencies that enable luxury and premium retail businesses to achieve the highest standards of excellence on the sales floor in order to exceed customer expectations and consequently increase key performance indicators (KPIs).
Boutique Sales Coaching
There are two main drivers to achieve excellent results at the POS:
1. Sales Behaviour Standards
2. Key Performance Indicators (KPIs).
Sales and service standards help to guarantee that customers receive what they have been promised. They help to retain present customers and attract new ones. KPIs are seen as business metrics used to evaluate sales achievements that are crucial to the success of the business.
This training provides boutique managers and assistants with the content and tools they need to professionally coach their sales teams at POS.
The Art of Selling Luxury - The 5 Moments of Truth -
Presenting and selling luxury creations is an honourable, magnificent, and versatile profession. The success of luxury selling ultimately boils down to the "5 Moments of Truth".
- Moment No. 1: Welcoming and greeting
- Moment No. 2: Discovering and listening
- Moment No. 3: Presenting and inspiring
- Moment No. 4: Romancing and closing
- Moment No. 5: Thanking and bonding
This training provides sales consultants with both content and tools to put the "5 Moments of Truth" into practice and will set them on their way to happier customers, increased sales, and more motivation and commitment.
Back Office Customer Service Excellence
Back office service excellence is the competency to provide customer assistance in all aspects of back office service and after-sales-service, showing utmost respect and appreciation for the customer. One key success factor is to manage complaints with empathy so the customer experiences attention, understanding, and a memorable service experience.
Most importantly, individual services should aim to convey the brand personality by evoking emotions, providing solutions and delighting the individual customer.