This was a PPT I came up with for Training our Sales staff. We never used it, but I always thought it was good.

1. RETAIL
TRAINING
Course 1

2. What does a sale entail?
There are so
many steps to
processing a
customer
through the
store. No two
customers are
the same,
different needs
& wants always
keep us on our
toes. Your job
is to deliver
each customer
in our store
with an
enjoyable &
informative
visit.
Rock N’ Road
as a company
prides it’s self
on customer
service!
 Greeting
 Conversation
 Relationship
 Product Knowledge
 Equal Understanding
 Procedure
 Close
 Follow Up

3. Greeting
 Say “Hi” the moment
a customer walks in
the door.
 Find them again &
ask “are you finding
everything ok?”
 Looking at the
customer & giving
them the look of
(Why now!) or the
cold shoulder.
 Saying “Hi” & then
looking back down
at what you were
doing.
Good Bad

4. Conversation
Danni: : “Hey, how you doing?”
Customer: “I’m just looking!”
(Waits till they walk to the helmet section)
Danni: “Looking for a new helmet? I bet you’re a medium.”
Customer: “Yeah, the pads are missing in my old one. What
is the difference? They all look the same but the prices are
all different”
Danni: “Let me ask you a question first, How long have you
had your helmet?”
Customer: “Oh, about 10 years.”
Danni: “Yep time for a new one! Here let me fit you to the
proper size & then we will pick the best one for you.”
What was accomplished in the conversation?

5. Relationship
You need to sort out the puzzle pieces that are going to help you make
the sale!
Wants
Concerns
Goals
Strengths
Price Range
Needs

6. Product Knowledge
 What do you have?
 How much does the
customer need to
know?
 Ask yourself, is this
person going to
have the strength &
knowledge to have
this product make
their riding more
enjoyable?
 You are most
peoples mentor!
 How much time do
you have?
 Are you the most
informed person
right now to explain
that?
 What else can I tell
this customer to
make it easier for
them?

7. Equal Understanding
•Customers hate a know it all! There is nothing worse
than walking into a retail store & walking out feeling like
you are old or an idiot.
•Try to always match a customers wants. Just because
you would rather be selling single speeds all day does
not mean that when the guy who wants to buy his son
the 7spd Hotrock, should get less information than the
single speed guy.
•Do not over sell just because you can. No one is
satisfied with buying the “top of the line product” if when
they get home they find out it’s to complicated & has a
bunch of features they don’t even need.

8. Procedure
 Ringing up at the
register
 Taking money
 Warranties
 Policies
 Owners Manual
 Paperwork
 Promises
 Act with confidence,
you know what your
doing.
 Information, give
them guides & make
it look like it’s your
job to do it.
 Do not drop the ball

9. Close
 Do not ignore
people
 Pick up the phone
 Help other people
 Walk away
 Hand off the sale to
another sales
person
 Always
acknowledge people
 Ask if they don’t
mind
 Explain what you
are doing & why
 Ask if they need
anything else
What not to do What to do

10. Follow up
There is no
better
customer
service
moment, than
when
someone
comes in &
you
remember
selling them
a bike 6
months ago.
Walking up to
them &
saying, “How
many miles
do you have
on that bike
Thank you cards
Keeping promises
Email
Phone call
Referrals