HOW TO BOOST KPI'S WITH EMOTION • What if sales assistants arrive at the store with the same driving spirit than Rafael Nadal enters a tennis court? • What if managers could actually coach their team towards their best level in KPI’s and consumer experience? • This book offers top coaching, NLP (Neuro Linguistic Programming) and management techniques to increase performance in retail. - Do customers ever leave your store without buying anything even though you thought you'd convinced them, without understanding why? - Have you ever felt you were badly served as a customer and said to yourself: "If only I was the boss here…"? - Would you like to communicate effectively with each of the customers in your hypermarket, even though you can't talk to them one-to-one like your father used to do? - Have you ever thought that things don't have the same importance for your staff as they have for you? - Have you ever felt that all the training programs for your staff, in which you have invested so much, have not really shown tangible results? - Do you sometimes wish you could tell an employee off but are afraid you might do it wrong and end up saying nothing or else blurt something out in an aggressive and unproductive way? - Do you admire the coach of your football team and wish you could lead your staff with the same effectiveness that he chalks up victories? - Are you looking for a career change and would like to move from being an employee to being a store or franchise owner, but don't dare make the leap? I began to sell when I was 16 years old in my home town, Vannes, in Brittany, France and I was immediately hooked by retail sales. Over the past twenty years I have worked in many stores on various continents. I have worked behind the counter, managing retail chains, opening franchises, sold to the large retail sector on behalf of the manufacturer, even worked on weekend promoter at hypermarkets! This book is a summary a method to sell more more and better in stores and acocmpany each sales persons towards their best level. Benoit Mahé is a Founder Partner of CapKelenn Retail Coaching. Executive MBA from Instituto de Empresa (Madrid) and graduated from Reims Business School (France). Benoit has a 20 years’ experience in Retail and is a certified Coach by the ICF (International Coach Federation), Master Practionner in NLP and member of the Global Speakers Federation. With his team he covers the 5 continents.
Author(s): Huido, Viviane; Mahé, Benoit
Year: 2015
Language: English
Commentary: HOW TO BOOST KPI'S WITH EMOTION This book offers top coaching, NLP (Neuro Linguistic Programming) and management techniques to increase performance in retail
Pages: 196
Tags: HOW TO BOOST KPI'S WITH EMOTION This book offers top coaching, NLP (Neuro Linguistic Programming) and management techniques to increase performance in retail
Prologue
Introduction
1 What is the connection between retails sales, coaching and NLP?
Why Retail Coaching now?
The challenge: to sell more and sell better with more fulfilled sales staff
Retail is detail, the basis for the inverted organizational pyramid
I will defend MY ideas to the death, not my boss’s
Only 7% of reactions are conscious ones...
Coaching distinctions
In summary:
2 The Retail Coach’s tools
The retail coach figure
“What cannot be measured does not exist” Peter Drucker
An extraordinary growth model
The balanced scorecard
The 7 Ps of the Retail Marketing Mix
Non-negotiable sales standards
Mystery shoppers: guaranteed depression?
Setting good targets: SMART... and beyond
Retail games
Variable pay
In summary:
3 Effective communication through Retail Coaching
Who asks the questions in this store?
The move toward autonomy and commitment
Regular Retail Coaching sessions
Feedback: the basis for improvement
How to give positive feedback
How to give constructive feedback
How to receive constructive feedback
The briefing or pre-opening chat
Quarterly (or half-yearly) team meetings
Visits to stores: a 100% presence
A progressive discipline
Training: a strategic investment in retail
Generating unconscious skills
The making of a great salesperson
At the service of people: Egoless
Changing the frame of reference
Coherence, congruence and values
Naming the salesperson
The balancing of profiles and personalities
In summary:
4 From the other side of the counter
An undervalued job
Opening hours, vacations and leave: a no.1 subject for discussion
Vulnerability at the counter
A meaningful job
Fear, the great paralyzer
Stress in retail
In summary...
5 Creating the sales “bubble” with the customer
The inner game
The store is also a stage
The salesperson may move away from the script
Quality and warmth of service
Public “services”: the butterfly effect
A 9-second transaction
The advice of the hyper-specialist
Assertiveness - affirming my presence
Verbal communication: the weight of words
The connection with the customer... even in the checkout line!
Response-ability
Cognitive dissonance
Call Center
“The map is not the territory”
The elite salesperson
NLP at the service of retail sales
The 8 Cs of an excellent sale with rapport: “the DANCE with the client”
In summary:
6 How to cultivate the bubble in the mass market
From negotiator to elite communicator-negotiator
Trade marketing
Neuromarketing
How to communicate with the primitive brain
Day-to-day life in a hypermarket
The four personal pressures in mass markets·
Adapting to a retail environment undergoing radical transformation
In summary:
7 Retail entrepreneurship with soul
Analysis of a retail entrepreneur through NLP
Ego vs. soul
The paths of major retail leaders
- Yves Rocher
- Amancio Ortega
- Ingvar Kamprad
- Sam Walton
- Horst Paulmann Kemna
Self-coaching for the retail business owner
In summary:
Conclusion
Glossary
