Sales & Service Excellence

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Course overview
  • Level: Beginner
  • Study time: 2 hours
  • Assessments: 1
Course overview
Building a unique experience as a competitive advantage in today’s retail climate requires calculated planning and excellent execution of a well-rounded experience package. 
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Certification included
Certificate of Completion is awarded to learners passing a final assessment. This branded certificate can be added to your resume and shared on your social networks.

What's included?

  • 4 Topics
  • 16 Lessons
  •  Knowledge Checks
  • 1 Assessment

Build customer experiences

Help build a unique experience as a competitive advantage in today’s retail climate through calculated planning and excellent execution of a well-rounded experience package. 

Grow your sales and service skills

Retailers are faced with the challenge of delivering beyond the fundamentals of great retail teams that provide professional and courteous service. Learn skills and knowledge to grow as a sales and service professional

Topic list

Topic one - HOW TO IDENTIFY POTENTIALLY DISRUPTIVE CUSTOMERS
  • Defining your service as a product
  • You as a product
  • Knowledge Check - Defining sales values
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Topic two - UNDERSTANDING CUSTOMER CHOICE
  • Understanding customer choice
  • Understanding the new normal
  • Understanding Customer Needs, Influences and Outcomes
  • Knowledge Check - Understanding your mindset
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Topic three - REPORTING ON DISRUPTIVE CUSTOMER SITUATIONS
  • Incident reporting key information
  • Knowledge Check - Incident Reporting
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Topic four - THE GROWING EXPECTATION IN THE WORLD OF SERVICE
  • The Growing Expectations in the World of Retail Service
  • Sales and Service Strategies
  • Systems Strategies
  • People Strategies
  • Knowledge Check - Learning Lessons from Great Retailers
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Topic five - CREATING 6 CRITICAL CUSTOMER MOMENTS
  • Creating 6 Critical Customer Moments
  • A Moment to Connect
  • A Moment to Consider
  • A Moment to Collaborate
  • A Moment to Confirm
  • A Moment to Compliment
  • A Moment to Care
  • Knowledge Check - Applying the Moments to Your Business
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Our learners love us

The course was really comprehensive and easy to follow.
The interactive activities made sure that I was able to keep up with the content.
Thank you so much for this great course!
Angela James
A detailed program of one of the most important skills in retail today: Customer Abuse.
In particular,I liked and have implemented some self-care tools. Highly recommended!
Pete Yeen
Extremely valuable for all retail workers! 
The content was outstanding and to the point without drag-on.
Many thanks for the quality of your efforts!
Pip Young
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