Retail Customer Service And Selling Skills

Learn how to develop conversational selling skills and turn a conversation into a sales opportunity. Ideal for those new to retail or who could benefit from a refresher.

Challenges facing frontline retail staff

• Importance of the customer experience in bricks and mortar stores
• Increased competitive threat from online retailers
• Handling complaints

Suggested modules

• Rapport and body language
• Managing difficult conversations
• Effective complaint handling
• Conversational selling

“ Changing culture in an organisation such as An Post takes time but since we commenced the programme we have seen a significant shift in culture. Offices are becoming more focused on achieving sales targets, products and services are being proactively introduced to customers (when it is beneficial for the customer), and we have succeeded in getting staff in a number of offices to engage with customers outside the counter.”
Retail Performance Manager, An Post

Need something a little different? To talk to us about developing a programme tailored to your needs, contact us on:
+ 44 (0) 20 8755 5380 or email us at