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Retail Experts

A practical Business Nous course in the Sell More track.

5 sessions76 lessons3 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • A Customer motivation
  • First Impressions
  • Non Verbal Communication
  • Language of Influence
  • High intensity interactions

Course content

5 sessions · 76 lessons · ~3 hours · first 2 lessons free

▶Module 1: A Customer motivation6 lessons
  • ▶1- Discover what customers say about what matters to them in receiving great serviceFree2 min
  • ▶Open Session with Slide 1 on display and give a warm welcome to everyone. Make a point to welcome each person as they come in even if you know them already.Free9 min
  • ▶Customer Motivation2 min
  • ▶What Customers want?2 min
  • ▶Logic Vs Emotion2 min
  • ▶To demonstrate that the customer experience is different according2 min
▶Module 2: First Impressions15 lessons
  • ▶What this module covers3 min
  • ▶The perfect retail agent2 min
  • ▶Show the first impressions slide 9.3 min
  • ▶First Impressions2 min
  • ▶Activity2 min
  • ▶Attitudes2 min
  • ▶Helpful: Supporting and helpful to other team members2 min
  • ▶Skills2 min
  • ▶Sales: Must have strong sales skills to achieve sales targets2 min
  • ▶Defining 'Courtesy'2 min
  • ▶To make a great first impression, you2 min
  • ▶Check that you are wearing your name tag2 min
  • ▶Check your personal hygiene and smell by wearing a light2 min
  • ▶Greeting2 min
  • ▶Greeting a customer in your station2 min
▶Module 3: Non Verbal Communication14 lessons
  • ▶Tone of Voice2 min
  • ▶Interpreting body language6 min
  • ▶8 Ways to spot deception4 min
  • ▶Non-Verbal communication2 min
  • ▶Whether you’re telling people that you love them, you’re angry with2 min
  • ▶Please follow all trainer's instructions carefully2 min
  • ▶To add energy2 min
  • ▶To add enthusiasm2 min
  • ▶To add expression2 min
  • ▶To sound more positive2 min
  • ▶To sound more authoritative2 min
  • ▶Key point2 min
  • ▶Posture2 min
  • ▶Actions showing tension and some2 min
▶Module 4: Language of Influence30 lessons
  • ▶Change How You Say It2 min
  • ▶Activity: Push/Pull4 min
  • ▶5 Basic Principles of communication2 min
  • ▶The 1st communication principle: Focus on Behavior NOT Personality2 min
  • ▶Activity: Focus on Behavior (15 Minutes)2 min
  • ▶Activity: Personality judgments to behavioral statements (15 Minutes)2 min
  • ▶The 2nd Communication principle: Be Specific2 min
  • ▶Activity: Be specific (15 Minutes)2 min
  • ▶The 3rd Communication principle: Use the power of questions2 min
  • ▶Activity: Controlling a conversation (5 Minutes)2 min
  • ▶Importance of Questions Exercise - Battleship (30 Minutes)2 min
  • ▶Activity: Listening skills assessment handout (Please refer to the activities and exercises folder)3 min
  • ▶The 5th Communication principle: Communicate Assertively2 min
  • ▶Sending 'I Messages'2 min
  • ▶Psychological advantages of communicating assertively2 min
  • ▶Language of Influence2 min
  • ▶Influencing can be defined as2 min
  • ▶To influence someone or something which has an effect on2 min
  • ▶To communicate with impact, build stronger relations with other2 min
  • ▶Examples2 min
  • ▶Activity: Individually, place a check next to the behavior statements2 min
  • ▶Why don’t you act like a professional?2 min
  • ▶You can’t get along with your co-workers?2 min
  • ▶What does the person do?2 min
  • ▶Activity: Controlling a conversation2 min
  • ▶Leading questions2 min
  • ▶Acknowledge the emotion2 min
  • ▶Rating2 min
  • ▶Characteristics of the assertive person2 min
  • ▶Assertive2 min
▶Module 5: High intensity interactions11 lessons
  • ▶Dialogue exercise2 min
  • ▶Additional 7 diffusing techniques3 min
  • ▶High Intensity Interactions2 min
  • ▶I’m sorry you have had so much trouble2 min
  • ▶I’m here to help you2 min
  • ▶That is very frustrating2 min
  • ▶Disengaging2 min
  • ▶Personal Action plan2 min
  • ▶You make me smile2 min
  • ▶Reduced customer churn2 min
  • ▶Give customers what they want2 min

About this course

A practical Business Nous course in the Sell More track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.

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