This programme is specially designed to provide the tools and techniques that will improve your retail sales representatives. This course aims to show the participants what is the “right things” in order to achieve great customer service and sales are, and help them to attain it through a straight forward, step-by-step process. This programme entails a lot of technique from NLP and Psychology that can be used to facilitate relationship building with customers and prospective customers.


2 Days


By the end of the session, you would be able to:

  • Understand the importance of excellent customer service to improving your business.
  • Gain insights into the needs and expectation of customers.
  • Understand the psychology of sales and people
  • Identify the product knowledge needed that is required for excellent customer service.
  • Recognize and improve the core skills for excellence customer service skills – communication and organizing skills.
  • Understand the importance of your first encounter with the customer and impress them by immediately building good rapport with them.
  • Utilizing NLP to Influence
  • Adapt a systematic sales approach which provide consistent results
  • Learn to ask the key questions that stimulate discussion that leads to a sale
  • Manage the sales process by understanding where the sale is & how to keep the momentum moving forward
  • Handle objections professionally & effectively
  • Master highly effective closing techniques

Course Outlines

Module 1 – The importance of excellent customer service  

  • The relation of customer service to business success
  • Who are your customers?
  • What your customer want and don’t want
  • The cost of poor customer service

Module 2 – Essentials skills for retail sales representatives

  • Product service knowledge – appreciate the needs of you to understand your own product or service
  • Communication skill – understand the importance of clear communication when serving the customers
  • Organizing skill – learn how to organize your task and time to deliver timely service to the customer

Module 3 – Customer Experience Cycle

  • Where it get started?
  • The triple “x” in customer service
  • The “wow” factors

Module 4 – Retails sales process – 5 steps

  • Greeting the customers
  • Listen and ask the right questions
  • Responding to customers
  • Closing
  • Rehash

Module 5 – The mindset of retail sales representtativves – the 10 commandments

  • The 10 commandment of retail sales
  • Converting your positive mental attitude into sales

Module 6 – Influence with NLP tehcniques

  • The psychology of influence
  • The power of language
  • The techniques of influencing

Module 7 – Putting into practice

  • Develop your skills and apply what you have learned in the real world – role play

Inhouse Training Framework - ADDIE Model

In GIN, we will work with you to modify courses or develop one to meet the specific requirements of your business. To assure your investment on training is not wasted and to maximize the value of the in-house program, we apply the ADDIE model – a dynamic, flexible guideline for building effective training and performance support tools. You may learn more about ADDIE model here.

Contact Us for Quotation

Contact us now for training at the Venue and Date of your choice throughout Malaysia and Internationally. Do let us know what is your expectation, number of participants, participants' profile and your preferred date and venue.