Mastering Conversations in Retail Sales

Learn about the different kinds of conversations you're expected to have with retail customers, as well as how to navigate those conversations successfully.

Introduction

• Why conversations matter

1. Beginner Retail Conversations

• Starting a conversation with someone just walking into the store
• How to respond to “Thanks, I’m just looking.”
• Getting the customer to tell you what their goal is
• Tell the customer a story about the product they're looking at
• Goodbye: The final conversation

2. Intermediate Retail Conversations

• “Does this dress make me look fat?”
• When you don’t have time for a conversation
• The conversation after the customer says no
• How to talk to an angry customer

3. Advanced Retail Conversations

• “Here’s what other people like you tried...”
• Upselling the customer to a better (and more profitable) solution
• Tell them when you’re not the best solution
• Motivating yourself

Conclusion

• Next steps