Why this matters for your organisation
Customers making larger purchases need to understand how the products will improve their homes and fit their lives. Retail teams who uncover these needs can explain value more clearly and build recommendations around a complete solution.
The programme develops skills that create opportunities to increase basket value through relevant upgrades and complementary products, while encouraging repeat business. It also helps staff address objections and clarify delivery and service expectations during the sales conversation.
What the one-day programme covers
1. The modern home retail customer
Participants explore changing customer expectations, the difference between browsing and buying, and how online research influences in-store decisions. They consider customer personas and the factors that shape a purchase, including price and perceived value.
Practice activity: Discuss the customer challenges participants encounter in their own retail environments.
2. The art of retail conversation
Participants practise opening conversations, observing customer cues and asking questions that reveal lifestyle needs and purchasing priorities. They develop active listening skills to understand what the customer wants before recommending a solution.
Practice activity: Improve ineffective questions in the Bad Question → Better Question challenge, then uncover customer needs in the Customer Detective game.
3. Solution building and product recommendation
Participants learn to translate specifications into functional and emotional benefits. They practise matching products to customer needs, creating bundles and room solutions, and presenting good, better and best options.
Practice activity: Complete the Build the Room challenge by creating a complete customer solution using suitable products and complementary items.
4. Handling price, customer objections and closing the sale
Participants practise responding to price and personal concerns, recognising buying signals and using trial and choice closes. They explore how to create urgency without pressure and clarify delivery and service expectations.
Practice activity: Apply their skills in The Final Close, a 60-second closing challenge.
