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Imperial Library
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Index
Title Page
Copyright Page
Dedication
Foreword
Acknowledgements
Introduction
Part One: - Initial Thoughts
Chapter 1 - The Vital Role of the Sales Ambassador
Chapter 2 - In the eyes of the customer, the Sales Ambassador is the brand
Chapter 3 - Loyalty begins with the first contact
Chapter 4 - Keep in mind how you like to be treated
Chapter 5 - There are customers behind customers
Chapter 6 - The incredible loss from one lost customer
Chapter 7 - The emotional side of the purchase
Chapter 8 - The island vacation or the earrings?
Chapter 9 - The price is only one of the factors
Chapter 10 - The “Wow” comes when you go beyond expectations
Chapter 11 - Discretion and confidentiality
Part Two: - The Frame of Mind of the Sales Ambassador
Chapter 12 - Be a person before being a Sales Ambassador
Chapter 13 - Turn every contact into an experience
Chapter 14 - Get inside the customer’s story
Chapter 15 - Congratulate customers
Chapter 16 - Compliment your customers
Chapter 17 - Every complaint is an opportunity
Chapter 18 - The other competitor
Chapter 19 - Service costs nothing
Chapter 20 - The great danger of prejudices and preconceived ideas
Chapter 21 - Work as a team player
Chapter 22 - Relationships and mistakes
Part Three: - The Savoir-Faire of the Sales Ambassador
Chapter 23 - The successful selling style
Chapter 24 - Life is a celebration
Chapter 25 - Use each contact to inform and educate
Chapter 26 - The Power of timing
Chapter 27 - Time is a precious sales tool
Chapter 28 - The art of using silence
Chapter 29 - Music as a metaphor for selling
Chapter 30 - Select the words you use carefully
Chapter 31 - Tones, rhythms, and volumes
Chapter 32 - The competition, your customers, and your advantages
Chapter 33 - Personalize your service
Chapter 34 - Pleasure comes from consistency
Chapter 35 - Maintain your energy
Chapter 36 - Make someone’s day
Chapter 37 - Each telephone contact is another opportunity
Chapter 38 - Analyze the sale you made
Chapter 39 - Analyze the situation when the customer did not buy
Part Four: - Preparing to Sell
Chapter 40 - The impact of the right atmosphere on customers
Chapter 41 - Luxury is in the details
Chapter 42 - Keep the service level up even when things are busy
Chapter 43 - Prepare your selling tools
Chapter 44 - Know what you have in stock
Chapter 45 - Learn how each creation was crafted
Chapter 46 - Know what is happening in your city
Part Five: - Welcoming and Discovering the Customer
Chapter 47 - A greeting needs a smile
Chapter 48 - Your body language speaks louder than words
Chapter 49 - Listening with your eyes
Chapter 50 - The importance of discovery
Chapter 51 - The Gift Purchase
Chapter 52 - The power of questions (quality over quantity)
Chapter 53 - Be a careful listener
Chapter 54 - Find out how your customer feels about your brand
Chapter 55 - Make statements to obtain information
Chapter 56 - Introduce yourself
Chapter 57 - “Just looking”
Chapter 58 - The art and importance of reformulation
Part Six: - Proposing, Romancing, and Handling Objections
Chapter 59 - Keep your proposals simple
Chapter 60 - Create curiosity
Chapter 61 - Handle everything you sell as a precious object
Scenario 1
Scenario 2
Chapter 62 - Position the offer
Chapter 63 - Make clever use of the light
Chapter 64 - Romance your creations to enhance the emotions
Chapter 65 - Storytelling
Chapter 66 - Invite the customer to try on the model
Chapter 67 - “Wrap” the price as if it were a gift
Chapter 68 - The art of exploring “Let me think about it”
Chapter 69 - Prepare for dealing with objections
Part Seven: - Concluding and Making Additional Sales
Chapter 70 - Be aware of buying signals
Chapter 71 - Tips to Conclude
Chapter 72 - Suggest the best solution
Chapter 73 - The importance of reassuring when concluding
Chapter 74 - “Picture” the purchase
Chapter 75 - Advise customers about maintaining their purchase
Chapter 76 - Suggest ways of offering a gift
Chapter 77 - The additional sale
Part Eight: - Building Customer Loyalty
Chapter 78 - Loyalty comes from offering gifts linked to the purchase
Chapter 79 - Offer two business cards
Chapter 80 - Make a good last impression
Chapter 81 - Every departure is a preparation for another visit
Chapter 82 - Loyalty comes from remembering your customers
Chapter 83 - The database is an essential tool
Chapter 84 - Celebrate the newborn
Chapter 85 - Build loyalty by staying in touch
Chapter 86 - Ask for a referral
Chapter 87 - Customer after-sales service and the broken dream
Chapter 88 - The ideal after-sales service scenario
Outcomes of the Eight Stories
Conclusion
Index
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