Domain 3 : INFLUENCES AND MEDIA

IN-STORE SALES TRAINING 

(LEVEL 5 CERTIFICATION IN THE PROCESS OF VALIDATION RNCP)
Look inside domain 2
Request a free trial of the training
Look inside domain 1

This area explains how the in-store salesperson establishes a customer relationship and maintains it as well as possible, and highlights customer loyalty and the integration and implementation of an after-sales service (A.S.S.)

Area 03 - Chapter 01:

PRINCIPLE
CUSTOMER RELATIONSHIP

Area 03 - Chapter 02:

CUSTOMER LOYALTY
AND AFTER-SALES SERVICE

 AREA 03 / CHAPTER 01 - THE CUSTOMER RELATIONSHIP PRINCIPLE

Lesson 01 / INTRODUCTION / BACKGROUND & DEFINITIONS

A - THE 7 EMOTIONS THAT GUIDE A PURCHASE

  1. Greed
  2. Fear
  3. Altruism
  4. Pride
  5. Shame / obligation
  6. Joy / Humor
  7. We are made of "mix

B - WHAT IS CRM?

  1. Customer Relationship Management
  2. In concrete terms, what is CRM?
  3. The importance of knowing your customer
  4. What are the CRM tools?
  5. Focus on the Salesforce tool
  6. The CRM useful to all departments

C - UN SHOPPER OMNICANAL 2.0

  1. What does omnichannel mean?
  2. The "Customer Centric" approach
  3. From CRM to customer experience
  4. What is your role with the omnichannel customer?
  5. With one objective: loyalty

RECAP' : THE CRM (To remember)

Lesson 02 / THE SALESMAN, AT THE HEART OF THE CUSTOMER RELATIONSHIP

D - THE SALESPERSON: THE BRAND'S FIRST AMBASSADOR

  1. Convey the values of the brand
  2. Being an expert in your field
  3. The importance of the sales pitch
  4. Respect the merchandising
  5. Ensure the sales advice
  6. Handle customer complaints

E - PUTTING IT INTO PRACTICE: PREPARING AND MAKING THE SALE

  1. Activity 1: An in-depth literature search
  2. Activity 2: Comparative price study
  3. Activity 3: Creating a sales pitch
  4. Activity 4: Creating a Discovery Plan
  5. Activity 5: Dealing with objections
  6. Activity 6: Retaining the customer

RECAP': THE SALESPERSON AT THE HEART OF CUSTOMER RELATIONS

CONCLUSION

 AREA 03 / CHAPTER 02 - LOYALTY / SERVICE

Lesson 01 / TRUST

A - BUILDING CUSTOMER LOYALTY / DIGITAL

  1. Strengthening customer relations
  2. Quality of service
  3. Giving voice to customers
  4. Selling more to those who buy!
  5. Evolution of the offer

B - BUILDING CUSTOMER LOYALTY / PHYSICAL COMMERCE

  1. Provide an experience
  2. Thank your customers
  3. Flexibility
  4. Flexibility - Example

C - LOYALTY PROGRAMS

  1. What is a loyalty program
  2. Loyalty software
  3. Creating your loyalty program
  4. Relational and social loyalty
  5. Loyalty cards
  6. Sponsorship programs
  7. Example of a loyalty program: NIKE
  8. Example of a loyalty program: NATURE & DECOUVERTES
  9. Example of a loyalty program: DEVIANE
Lesson 02 / CUSTOMER FILES & COMMUNICATION

D - THE CUSTOMER FILE

  1. What is a customer file?
  2. Building a customer file
  3. Processes for collecting information

E - CUSTOMER EXPERIENCE

  1. What is customer experience?
  2. Customer Experience: Optimization

F - COMMUNICATION

  1. Simplicity and immediacy
  2. Newsletter
  3. Social networks
Lesson 03 / CLAIMS / DISPUTES

G - COMMERCIAL PROMOTION

  1. Definition of a trade promotion
  2. Example of a trade promotion

 

H - BLACK FRIDAY

 

I - REBATE, DISCOUNT AND EXCESS

 

J - SALES

  1. Definitions of Sales
  2. Law in force
  3. Organization of sales
  4. Management of sales

K - PLANNING THE BRANDS

 

L - LITIGATION

  1. What is after-sales service
  2. A good after-sales service management
  3. Anticipate and manage possible disputes