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Sell More

Retail Selling Skills

A practical Business Nous course in the Sell More track.

13 sessions102 lessons4 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • Introduction: Linking sales and customer service
  • Step 1: Know your stuff and your customer
  • Step 2: Create the opportunity
  • Step 3: Matching customer needs
  • Exercises & tools

Course content

13 sessions · 102 lessons · ~4 hours · first 2 lessons free

▶Day 15 lessons
  • ▶What this module coversFree11 min
  • ▶Activity: Selling or serving (45 Minutes)Free4 min
  • ▶Moments of truth2 min
  • ▶Activity: 20 Minutes2 min
  • ▶Activity: 10 Minutes4 min
▶Introduction: Linking sales and customer service5 lessons
  • ▶Start off by telling participants that we will do a quick quiz to find out how well you know your products.2 min
  • ▶Importance of knowing what you are selling inside out2 min
  • ▶Selling to Different Buyer Types2 min
  • ▶Types of buyers we deal with5 min
  • ▶Find out your personality type2 min
▶Step 1: Know your stuff and your customer11 lessons
  • ▶Switching from Service to sales2 min
  • ▶Approaching browsing customers3 min
  • ▶Recap with slide 172 min
  • ▶Getting Customers talking2 min
  • ▶Proactive customer management - PCM Model6 min
  • ▶OPEN Question selling technique5 min
  • ▶Operational Questions3 min
  • ▶Probing Questions6 min
  • ▶Make the point: Now you have uncovered with your probing questions a couple of dissatisfactions that a customer has, and you are feeling great. You would think that now would be the perfect time to jump in with your solution and close the sale. Actually, this is not the best way to advance the sale.5 min
  • ▶Nail down questions5 min
  • ▶Recap and Summary: Your customers buy because they have needs. If there's no need, there's no sale. A big part of being a professional sales person is to identify, develop, and satisfy the needs of your customers. The clearer you make their needs, the more likely you will hit the nail on the head and make a sale.2 min
▶Step 2: Create the opportunity5 lessons
  • ▶FAB - Features, Advantages, Benefits technique2 min
  • ▶FTB Sales Technique, which stands for Features, Transition and Benefits.2 min
  • ▶Activity: PITCH with FAB - 20 minutes2 min
  • ▶Identify customer's decision criteria2 min
  • ▶Summarize with Slide 372 min
▶Day 26 lessons
  • ▶Types of Objections3 min
  • ▶APAC Objections handling model6 min
  • ▶Answering Objections3 min
  • ▶Handling the price objection2 min
  • ▶Closing the sale7 min
  • ▶Cross and Up selling3 min
▶Step 3: Matching customer needs3 lessons
  • ▶Meet Joe Gerard, The World's Greatest Retail Salesman.6 min
  • ▶Leaving no stone unturned2 min
  • ▶Reverse brainstorming fun wrap up activity2 min
▶Part 77 lessons
  • ▶Overview2 min
  • ▶Student Workbook2 min
  • ▶Linking sales to customer service2 min
  • ▶What is a moment of truth?2 min
  • ▶Key2 min
  • ▶The 3 ingredients of a WOW Moment of Truth2 min
  • ▶Ethical Selling2 min
▶Module 16 lessons
  • ▶Know your stuff and know your customer2 min
  • ▶Products and services quiz2 min
  • ▶You can relate products and services to customer’s specific needs2 min
  • ▶Analytical buyers2 min
  • ▶Amiable buyers2 min
  • ▶Each Type of Buyer?2 min
▶Module 213 lessons
  • ▶Create the opportunity2 min
  • ▶Greeting a customer needing help2 min
  • ▶Approaching Potential Customers2 min
  • ▶Let’s see how we can change that2 min
  • ▶Signposting2 min
  • ▶Direct them to discover for themselves the payoff of buying your2 min
  • ▶Begin to uncover his/her initial reasons for coming in2 min
  • ▶Hot Needs and Warm Needs2 min
  • ▶Examples of probing questions2 min
  • ▶Effect Questions2 min
  • ▶There are two great benefits from asking good effect questions2 min
  • ▶Good effect questions are usually about2 min
  • ▶Nail down Questions are2 min
▶Module 32 lessons
  • ▶A benefit describes what a product/service does for2 min
  • ▶To make this clear to you, remember to use link statements2 min
▶Module 48 lessons
  • ▶Handle Objections and Close the Sale2 min
  • ▶Or maybe because the2 min
  • ▶Need2 min
  • ▶Examples2 min
  • ▶Features2 min
  • ▶Time2 min
  • ▶Nine Closing Techniques2 min
  • ▶Would you prefer the green or the red?2 min
▶Module 53 lessons
  • ▶After sales and follow-up2 min
  • ▶Key post sale tips2 min
  • ▶Personal Action plan2 min
▶Exercises & tools28 lessons
  • ▶What is the impact of losing your back up files?2 min
  • ▶How important is it that your remote sites have mobile access?2 min
  • ▶What other departments will benefit from access to the internet?2 min
  • ▶What is the effect of reducing your sales force?2 min
  • ▶Mr. John, how many manufacturing plants you have?2 min
  • ▶Do you also manufacture TVs?2 min
  • ▶Do you have local competitors?2 min
  • ▶Do you have any problem with your invoices?2 min
  • ▶How do you handle customer complains?2 min
  • ▶Are you facing an increase in your monthly bill?2 min
  • ▶Do you have any trouble meeting with the new regulations?2 min
  • ▶Are you happy with your current mobile coverage?2 min
  • ▶Do you have problems with resetting your modems?2 min
  • ▶How much additional cost due to new regulations?2 min
  • ▶Do you have difficulties in synchronizing your Blackberries with Outlook?2 min
  • ▶What is the consequence of losing your back up files?2 min
  • ▶Are you satisfied with your network coverage?2 min
  • ▶What is the risk if network fails in your remote site?2 min
  • ▶Do you have issues with the USB modem price?2 min
  • ▶What is the effect of reducing your phone bills?2 min
  • ▶Do you travel a lot ?2 min
  • ▶I need a new billing system2 min
  • ▶I am not happy with current network coverage2 min
  • ▶We are facing shortage of cash to finance new plants expansions2 min
  • ▶I am concerned about getting the sales reports on time2 min
  • ▶Our employees are not motivated2 min
  • ▶I would like a corporate deal for all those USBs2 min
  • ▶I need a new phone2 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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