Name: Retail Experts
Price: 19.00 GBP
Availability: InStock

What you'll learn

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

Course content

5 sessions · 74 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
▶What customers value mostFree9 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 Impressions14 lessons

▶What this module covers3 min
▶The perfect retail agent2 min
▶First impressions3 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 Communication13 lessons

▶Tone of Voice2 min
▶Interpreting body language6 min
▶8 Ways to spot deception4 min
▶Whether you’re telling people that you love them, you’re angry with2 min
▶Words, tone and body language2 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/Pull3 min
▶5 Basic Principles of communication2 min
▶The 1st communication principle: Focus on Behavior NOT Personality2 min
▶Activity: Focus on Behavior2 min
▶Activity: Personality judgments to behavioral statements2 min
▶The 2nd Communication principle: Be Specific2 min
▶Activity: Be specific2 min
▶The 3rd Communication principle: Use the power of questions2 min
▶Activity: Controlling a conversation2 min
▶Exercise: Why questions matter2 min
▶Activity: Listening skills self-assessment3 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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