Management and Frontline Program

Click the yellow button for fast forwarding to the program.

Elite Service

After Sales Managers and Supervisors

Created for managers and top performing service advisors who aspire to perform at the highest levels. 

The program focuses on each individual’s needs and desired improvements for the specific role of service advisor. Also suitable for candidates being considered for management and future leadership. This program can be added on top of the Elevation program. Small groups of five receive content on line, supported by webinars and individual coaching sessions.

Content

  • Cloning – mentoring others – partner with new employees, poor performers
  • Challenge – assignments that push them out of their comfort zone
  • Focus on strengths – encourage performers to hone special skills
  • Critical skills – interviewing, coaching and delegating effectively 
  • Advanced interpersonal skills – communication sideways and upwards
  • Flexibility – adapt to change and take on multiple responsibilities

Methodology

  • 8x Micro learning (8 weeks, 8-12 hour in total)
  • 3x Case studies/simulation
  • 1x Webinar session (1 hour)
  • 2x Instructor-led (2 hours in total)
  • 1x Individual session (minimum 30 minutes per session)

Created for top performing sales consultants who are motivated by the desire to succeed at selling. The program focuses on each individual’s needs and desired improvements for the specific role of a sales person. 

The program focuses on each individual’s needs and desired improvements for the specific role of sales consultant. This program can be added on top of the Elevation program. Suitable for candidates being considered for management and future leadership. Small groups of five receive content on line, supported by webinars and individual coaching sessions.

Content

  • Cloning – mentoring others – partner with new employees, poor performers
  • Challenge – assignments that push them out of their comfort zone
  • Focus on strengths – encourage performers to hone special skills
  • Critical skills – interviewing, coaching and delegating effectively 
  • Advanced interpersonal skills – communication sideways and upwards
  • Flexibility – adapt to change and take on multiple responsibilities

Methodology

  • 8x Micro learning (8 weeks, 8-12 hour in total)
  • 3x Case studies/simulation
  • 1x Webinar session (1 hour)
  • 2x Instructor-led (2 hours in total)
  • 1x Individual session (minimum 30 minutes per session)

Elite Sales

Sales Managers and Supervisors

Lifestyle Retail

Merchandising Retail Managers, and Supervisors

Maximize the opportunities for in-house retail sales. High Street behavior and sales techniques guaranteed to increase sales volumes. Recognise and match customer needs to the right products. 

Provide an in-store customer service experience that matches the brand expectations, running refunds, accepting deliveries all need to be trained. And don’t just tell – show what good (and bad?) looks like, and make iit active and contextualised.

Content

  • Approaching – building rapport and trust
  • Product demonstration – features and benefits
  • Contrasting and comparing
  • Upselling – overcoming objections
  • Closing techniques

Methodology

  • 5x Micro learning (5-7 hours in total)
  • 1x Webinar (1 hour)
  • 1x Instructor-led (group of 10 per session)

Customer expectations are higher than ever. COVID -19 fall-out will complicate customer behavior and the frontline of luxury brands will need to adjust their behavior accordingly. Aiming and promising a luxury service has to be more that a good marketing slogan. The frontline need to deliver a luxury service consistently. 

Content

  • Luxury versus premium
  • Ladies and gentlemen serving ladies and gentlemen
  • Empathy and luxury go hand in hand 
  • The grandmother standard
  • Training the eye for detail

Methodology

  • 6x Micro learning (8-12 hour in total)
  • 2x Case studies/simulation
  • 1x Webinar (1 hour session)
  • 2x Instructor-led (2 hours in total)

Maxima

Managers, Supervisors