NOS ACTUALITÉS

Objectifs pédagogiques de la formation Vente en magasin de luxe

Valoriser sa présentation pour optimiser l'image de la marque et de son point de vente

Acquérir les attitudes et les techniques de communication adaptées à l'univers du luxe

Mieux connaître la clientèle pour établir une relation « sur-mesure »

Maîtriser les enjeux de la vente dans un environnement de rêve pour fidéliser la clientèle

Maîtriser et perfectionner toutes les étapes d'un entretien de vente


Objectifs

pédagogiques


L'accueil de la clientèle haut de gamme : Rappel des fondamentaux

Rappel des différentes étapes et principes à respecter pour offrir un accueil haut de gamme

L'attente de la clientèle et la prise en compte des attentes du client CSP++

La prise en charge du client

La considération et l'impression d'être unique

L'attitude et les gestes du vendeur haut de gamme


Focus sur la prise en charge de la clientèle étrangère : Qui sont vos clients ? Stéréotypes et conséquences

L'esprit de la vente en magasin haut de gamme / luxe

Les grandes étapes de la vente

La rencontre / La découverte / L'argumentation et la présentation de l'offre

La vente / La conclusion / La prise de congé

Savoir communiquer dans le cadre d'un entretien de vente dans l'univers du luxe

Contrôler mes attitudes, la gestuelle, l'observation et la synchronisation

Créer un climat de confiance et développer mon empathie, déterminer les distances à conserver avec mon client

Écouter son client pour mieux le connaître et découvrir son univers


S'affirmer pour être moins passif, engager le client : Renforcer mon assertivité grâce à quelques repères

Savoir travailler le contact et la relation client tout en conduisant son plan de vente

Construire et conduire un entretien de vente en magasin 


Oser questionner grâce aux techniques de questionnement : Découvrir les besoins d'un client

Les questions de contrôle et la force du compliment

Être force de proposition sur le bon produit et au bon moment

L'approche ventes complémentaire : Oser proposer naturellement

Repérer les signaux et les freins à l'achat


Établir sa liste d'arguments en tenant compte de leur genre et de leur impact

Sélectionner et classer ses arguments méthodiquement

Concevoir une argumentation claire et concise

Choisir les arguments et adapter sa stratégie selon les motivations d'achat et la nationalité du client


Préparer le terrain aux objections (L'argumentation source principale de l'objection)

Les différents types d'objections

Les techniques de réfutation des objections


La conclusion et l'acte d'achat

Saisir le moment propice pour engager le client vers l'achat

Convaincre avec confiance, assurance et enthousiasme


La prise de congé

Profiter de la vente pour fidéliser le client, s'assurer de sa satisfaction

L'accompagnement jusqu'à son départ, même après le passage en caisse


JOURNÉE COMPLEMENTAIRE _ OPTION : Comportements et relations face à une clientèle étrangère

Nuances incontournables dans le verbal et le non-verbal

La communication : Mots, comportements, rituels et symboles

La proxémique : distance vs. proximité

Améliorer la conversation en évitant les malentendus

Les messages implicites et explicites

Cultures comparées & Traits de caractères


NOS ACTUALITÉS

FORMER régulièrement SES SALARIES

Posted on April 6, 2016 at 12:35 AM

. PASSEZ A L’ACTE

Les dispositifs de formation sont donc nombreux et peuvent tous vous aider à atteindre vos objectifs si vous les mobilisez à bon escient, c’est-à-dire une fois votre projet bien défini et en ayant une bonne connaissance de ce qu’ils peuvent vous apporter.

Dans cette perspective, vous trouverez ci-dessous une trame pour structurer votre démarche globale :

• vous préparer ;

• définir vos orientations générales, les formaliser, et vous organiser ;

• concrétiser votre projet.


Etape n°1 : comprendre «qui fait quoi»

Enjeu :

Bien appréhender les responsabilités, droits et devoirs de chacun en matière de formation professionnelle et identifier les ressources sur lesquelles vous appuyer.

Comment ?

• Repérer vos interlocuteurs.

• Identifiez  l’offre de formation locale existante et analyser si elle est adaptée à vos besoins et accessible à vos salariés.

• Repérez sur le site internet de votre OPCA les conditions de mise en œuvre et de prise en charge des actions de formation.

• Demander conseil à un formateur indépendant.

À retenir :

Avant de vous engager dans une démarche de formation, prenez le temps de bien identifier les acteurs avec lesquels vous allez être amenés à discuter/négocier pour la mise en œuvre de vos actions.


Etape n°2 : faire le point sur vos pratiques de formation

Enjeu :

Identifier ce que vous faites déjà (et avec quelles ressources), repérer les freins et déterminer les marges de progrès.

Comment ?

• Identifiez les formations que vous avez mises en place au cours des trois dernières années, en particulier les formations récurrentes.

• Estimez les coûts afférents à l’ensemble de votre effort de formation (dépenses de formation et valorisation financière du temps de travail consacré par les salariés).

• Identifiez les résultats obtenus (nombre et profil des bénéficiaires, nombre d’heures de formation, qualifications et/ou évolutions constatées pour les personnes, etc.).

• Mettez en débat les éléments collectés pour déterminer les freins au développement de la formation et établir des pistes de progrès.


Etape n°3 : analyser vos besoins de formation

Enjeu :

Identifier et quantifier vos besoins de formation, définir les plus-values attendues d’une politique de formation.


Comment ?

• Analysez les compétences nécessaires à l’exercice des métiers et les écarts éventuels avec celles dont disposent réellement vos équipes.

• Analysez les besoins de formation de vos salariés, en croisant deux dimensions :

leurs besoins en termes de mobilisation et de compétences fondamentales, les compétences liées aux métiers qu’ils exercent.

• Hiérarchisez les besoins identifiés en les mettant en perspective avec votre projet (création ou développement d’activités) et votre organisation du travail.


À retenir :

Au-delà des besoins spécifiques de tel ou tel salarié, essayez de dégager des lignes directrices, en identifiant notamment les besoins

récurrents

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