In a few words
In today's competitive omnichannel environment, stores/boutiques need a fluid customer journey tailored to the needs of your customers in order to win them over, build their loyalty and to maintain a positive brand image. The personalisation of customer relations is an approach that consists of offering a service tailored to the expectations of each customer, and to their context. This makes them feel recognised, unique, and their needs are anticipated. The icing on the cake: they are often surprised by the kind of attention they receive, and feel the urge to return.
Public concerned :
Fashion sales advisers, personal shoppers, managers
Practical information
Type of training : Saturday or custom-made courses
Training format : On site
Minimum of 4 participants
maximum of 12 participants
Course duration : 1.5 or 2 days depending on the necessary adaptations
Next sessions : to define
Cost of training : from 1,700 €
(Quote on request for custom-made training)
Languages: french or english
Course location : ESMOD Paris 9ème ou dans les locaux du client
Personal shopper
Description
Objectives
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Participants will be able to talk about Fashion, the sector's emblematic Houses and share a few anecdotes
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Participants will be able to name emblematic products, follow fashion trends
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Participants will be able to welcome and adapt to international customers who are consumers of fashion/luxury products
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Participants will organise a personalised sales/shopping ceremony
Training Programme
Study on the consumption of personal goods:
- New consumer trends among luxury customers
A short history of fashion:
-Key dates / Understanding the links between past and present / Understanding today's fashion system.
-Fashion reflects the times: The tomboy of the 20s, the "New-Look" by Dior 47...
-Where do trends come from? How do they materialise?
The great emblematic Houses of Fashion and Luxury
The Fashion Calendar
How to keep up with trends as the seasons change:
-Newsletters, Influencers., Events: The Red Carpet: Cannes / MET etc.
Feedback on the preparatory "Mystery Shopping":
-Workshop in sub-groups of 3. Restoration, and define together at least the customers' expectations.
What is the Art of Entertaining?
-Defining the key points of the welcome and reception ceremony.
-Design a welcoming ceremony together (activity in sub-groups).
-What gestures and behaviours are appropriate for customers of different nationalities?
Prepare to meet your customer beforehand:
- My image, what I want to project, my posture
-Customer discovery
Welcoming customers to the Trade Show
-Live customer discovery
-Workshop
Build and offer a personalised, multi-product selection
-Meeting needs and surprising people
-Knowing how to be, what body language to use (+Staging the selection).
-Know the products and make the most of your choices. (technical arguments, fashion and style / personalised alternatives)
-Cross Selling, don't be afraid!
Advising and closing the sale
Customer care, loyalty
-CRM CLUB + Personal customer file PS Personalised customer follow-up (successful discovery link, know your customers, please, surprise, etc.)
