Guidelines on how to sell to retail and other direct customers
12 Hours
Cohort-based
On-site/virtual
Cape Town · Johannesburg · Durban
Across 9 practical modules
Learn alongside peers from your industry
Flexible delivery across South Africa
Tailored for your role and context
Seven modules covering the full channel management lifecycle, from fundamentals through to strategic influence.
Sets the foundation for B2C selling by covering customer expectations, mindset, goal setting and the salesperson’s role in creating a memorable buying experience.
Shows how to create a meaningful first connection through body language, professional image, confident greetings and responses to initial resistance.
Builds questioning and listening skills so salespeople can understand customer needs and recommend the right solution.
Focuses on presenting offers in a way that connects emotionally, communicates value, uses stories and pre-empts objections.
Shows how to acknowledge concerns, isolate the real objection, ask permission to respond and explore alternative ways to solve the customer’s problem.
Develops practical closing skills, including recognising buying signals and using language that encourages commitment.
Covers the service behaviours after the sale that help customers feel supported, remember the experience and want to return.
Builds the skills to listen carefully, clarify the issue, handle difficult customers and escalate queries or complaints appropriately.
Focuses on maintaining energy, discipline and consistent performance so every customer interaction gets the salesperson’s best effort.
The sales advisor plays an important role in building customer relationships, increasing sales and creating loyalty through excellent customer service.
This learning programme builds on recent research in Neuroscience, Psychology and Behavioural Economics to provide a model for sales success that if implemented consistently will lead to significantly positive results.
For Retail Sales Advisors who require a structured approach to connecting with customers, proactively helping them make buying decisions and creating customer loyalty through excellent customer service
I had no idea how much influence I had as a sales advisor. I am so excited to get back to my store and apply what I have learnt. I can't wait to start building a memorable experience for my customers.
