What we think is great service, is often times a superficial, transactional layer of connection. Over decades, ineffective greetings and communication has trained our precious customers to resist in-store associates. C.A.R.E. Customer®, the retail sales and service masterclass from Progress Retail, is an experience that focuses on the hard skills of empathy, true listening, advanced communication, and so much more to ensure that each and every visit to our store is connected, customer-centric, and optimized. Personalized for nearly a dozen retail categories, nothing compares to the depth and breadth of life and retail skills to take your teams to the next level.
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Why Should You C.A.R.E.™?
In this section, the foundational (and under-developed) skills of empathic awareness, building trust, and the distinction between empathy and sympathy sets the C.A.R.E. Customer® learning experience up for success.
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Communicating with CARE
Most retailers instruct their teams to "use active listening" with customers. Very few actually deliver what the skill of Active Listening is as a two-step process, or what it looks, sounds, and feels like in a human interaction. Building on the skills involved with empathy in Section 1, this section emboldens the strong foundation of life skills that supports the rest of the C.A.R.E. Customer® course.
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CARE About Complaints
Do your teams have a human-centered, customer-centric method of handling customer complaints and concerns? Armed with the skills and deepened awareness of empathy and communication, your teams now have the ability to transform customer complaints into collaborative experiences that can build loyalty.
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Greeting the Customer & Initial Area of Interest
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Discovery Diamond
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Presenting
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Handling Objections
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Closing the Sale, Capture Data & Accessories
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Purpose Reminder, Maintenance, Thank & Welcome Back
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Conclusion & Create Your Life
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Course Final Quiz