Among the tools at our disposal in sales techniques, we find active listening, the capacity to present arguments in benefits for the customer, and there is as well one very important tool that is common to literature, theatre and cinema: storytelling. Telling stories is often seen as an art in itself, some people being particularly
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Customer experience, customer centric, these are some of the buzzwords of the moment. But if you take 5 minutes and reflect on your best customer experiences, it is difficult to gather 5 that are really outstanding. Bad customer experiences? We are all able to recount a dozen of them! I have always considered all personal
When I discovered Japan in 1998 during a 3-month internship, I got a real shock: the language barrier, the delicious food, the technology, the traditions… It was love at first sight, although we had to work 7 days a week with my fellow French student, until we complained to our supervisor! I kept traveling for
Luxury items are very particular because they benefit from the Veblen effect, named after the US social-critic Thorstein Bunde Veblen (1857-1929). The Veblen effect is an abnormal market behavior where consumers purchase the higher-priced goods whereas similar low-priced (but not identical) substitutes are available. It is caused either by the belief that higher price means
The retail world has gone through major transformations in recent years, and this process has greatly accelerated in 2020. Due to the constant changes in store opening policies related to the virus propagation, retailers have little visibility. This lack of visibility impacts staff motivation and sense of security. Beyond this uncertainty we all experience without
Structuring a training session is essential to optimize impact and retention. In itself it requires minimum instructional design notions so that the training is not simply a “presentation”. The current situation adds a challenge: distance. Let’s see how to structure distance learning. Before the training 1. Content Before the training session, you need to answer
This week we are in Paris, France, on the magnificent Place Vendôme. Why? First of all because t is a key luxury shopping location, especially for watches and Jewelry brands, from Cartier to Breguet, from Hublot to Van Cleef & Arpels. Paris is also the city where I received my first decisive feedbacks. Giving a
This week we travel to Milan, one of the greatest shopping cities in Europe with almost 5 billion USD spent every year by international tourists. Via Monte Napoleone is very famous for its luxury boutiques (Prada, Gucci, Cartier, Dior, Louis Vuitton, Audemars Piguet, Omega, etc.), and Milan is one of the world capitals of fashion.
Building the customer relationship The store manager as an agent of change This cultural change is also felt on the sales floor and requires an active participation of store managers. Indeed, sales teams need to leave their comfort zone. They need to go beyond the traditional sales pitch to foster a long-term relationship
Sales training is about behavioral change, empathy development and practice. As a consequence a lot of retail and sales professionals have suspicions about digital learning when it is applied to sales. However digital tools can greatly improve results by reinforcing learning. Mixing digital tools and traditional face-to-face seminars is called “blended learning”. It