Customer Relationship

RMS has designed "the personalized sale" which is adapted to the new customer behavior, while embodying the brand identity and liberating the sales assistant talents.

All our trainings are inspired by this vision of client experience.

 

All training sessions

Customized selling: the keys
  • Customers changes and motivations
  • The sales associate's new role
  • Customizing sales teams
  • The welcome: opening up to the new customer
  • The introduction: customizing the first approach
  • The discovery: discovering the customer and starting a trust relationship
Advisory selling
  • Creating emotions
  • Discovering a customer: reminder
  • Storytelling: arousing enthusiasm when presenting the brand
  • Customized storytelling
  • Customer benefits: adapting the product speech
  • Gestures: creating emotions through non verbal communication
  • Vocabulary: choosing enticing words
Selling more, for a higher value
  • Outstanding sales: the drivers
  • The drivers of upselling
  • The tips
  • Getting to know a customer deeply
  • The relationship to money
  • The art of making the brand and the product enticing
Dealing with objections
  • Typology of objections
  • Understanding the customer's message
  • Discovering your customer
  • Dealing with the 3 types of objections: method
  • Dealing with "Made in" objections
  • Dealing with price objections
  • Dealing with product objections
  • Non verbal communication keys
Negotiating and closing a sale
  • Why does a customer negotiate?
  • 3 types of negotiators
  • Different negotiations for different cultures
  • The methods according to brand policies
  • Negotiation golden rules
  • The buying decision
  • Non verbal signals from the customer
  • The significance of silence
  • 5 approaches to launch decision making processes
Selling luxury
  • A luxury customer's expectations
  • Providing a luxurious service
  • The importance of luxury standards according to cultures
  • Being a luxury sales associate: presenting well and having the right behaviour
  • Selling a luxury product: speech and gestures
  • Luxury standards: the dos and don'ts Customer relationships in luxury: what limits?
Developing your knowledge of fashion
  • Fashion: short history and the industry
  • Understanding style positionings
  • Artistic management
  • Brand mapping: price and styles
  • Essential notions on materials
  • Essential notions on cuts and finitions
  • Fashion news
Selling leather goods
  • The one and only fashion accessory: social identity of the bag
  • Affinity with the leather goods world, which life companions?
  • The sensuality and technique in the leather language
  • Gestures and fashion speech: creating desire
  • Leather goods fittings: the expertise, giving life to looks
  • Maximizing sales opportunities
  • Leather goods care: the advice
Selling women's fashion
  • Getting to know your customer
  • The customer's motivation
  • Color matching
  • Morphotypes: which figures
  • The art of presenting a product: speech and gestures
  • The art of complimenting and giving arguments in front of the mirror: speech and gestures
  • The fitting : dos and don'ts
  • Highlighting the customer and the product
  • Professional gestures
Selling men's fashion
  • Getting to know your customer
  • The customer's motivation
  • Color matching
  • Morphotypes: which figures
  • The art of presenting a product: speech and gestures
  • The art of complimenting and giving arguments in front of the mirror: speech and gestures
  • The fitting : dos and don'ts
  • Highlighting the customer and the product
  • Professional gestures
Welcoming Chinese customers
  • Cultural differences' impact on relationships
  • The key knowledge on the Chinese culture
  • Chinese customer behaviours
  • The services they particularly enjoy
  • Adapting to satisfy a Chinese customer
  • The dos and don'ts
Welcoming Russian customers
  • Cultural differences' impact on relationships
  • The key knowledge on the Russian culture
  • Russian customer behaviours
  • The services they particularly enjoy
  • Adapting to satisfy a Russian customer
  • The dos and don'ts
Welcoming Middle-Eastern customers
  • Cultural differences' impact on relationships
  • The key knowledge on the Middle Eastern culture
  • Middle Eastern customers behaviours
  • The services they particularly enjoy
  • Adapting to satisfy a Middle Eastern customer
  • The dos and don'ts
Taking care of an unhappy customer
  • Tricky situations
  • Analyzing feelings
  • 4 possible solutions
  • Active listening and the art of winning trust
  • Customer compliance: the technique
  • Organizing teamwork
Clienteling: proactively building loyalty
  • New customer expectations for service
  • Which clients to keep in touch with?
  • Clienteling basics: knowing your customer and creating relationship
  • Customized clienteling: attentions and actions
  • Clienteling communication modes: calling, social networks and mail
  • The key organization to efficient clienteling
In-store digital tools : role and use
  • Connected customer behaviours in store
  • Welcoming and approaching a connected customer in store: phones, pictures, social networks, websites
  • Getting to know a connected customer
  • Selling with a tablet
  • Digitalized advising: enticing with a tablet
  • Digital services: offering more service
Dealing with multi-channel customers in store
  • The impact of different channels on physical stores
  • The multi-channel customer's behaviour
  • Adapting to the ROPO customer: Research Online Purchase Offline Welcoming and additional selling to the "Click and collect customer"
  • Ordering online with a store customer
  • Maximizing on multi-channel services
Digital clienteling
  • Digital client book consequences
  • Personal and professional digital tools
  • The fittest mobile apps to keep in touch with customers
  • Nourishing the customer relationship through digital tools
  • Luxury standards in the digital language
  • The new challenges of store at the digital age: time and communicating with the customer
  • The mutual limits of a digital relationship
  • Planning and action history
Build customer relationships with social networks
  • A brand's social media and blogs
  • Using social networks to get to know a customer
  • Building the store's brand and product speech thanks to the brand's social media
  • How to encourage a customer to follow the brand on social media
  • The advantages of social networks on sale closings
  • The customer's social media and our relationship
  • The fittest mobile apps to keep in touch with the customer
  • Nourishing the customer relationship thanks to digital tools
  • The mutual limits of a digital relationship