Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale
......Page 5
Contents......Page 9
Foreword by Alain-Dominique Perrin......Page 13
Acknowledgments......Page 15
Introduction......Page 17
Part One: Initial Thoughts......Page 21
1: The Vital Role of the Sales Ambassador......Page 23
2: In the eyes of the customer, the Sales Ambassador is the brand......Page 25
3: Loyalty begins with the first contact......Page 26
4: Keep in mind how you like to be treated......Page 27
5: There are customers behind customers......Page 28
6: The incredible loss from one lost customer......Page 29
7: The emotional side of the purchase......Page 30
8: The island vacation or the earrings?......Page 31
9: The price is only one of the factors......Page 32
10: The “Wow” comes when you go beyond expectations......Page 33
11: Discretion and confidentiality......Page 34
Part Two: The Frame of Mind of the Sales Ambassador......Page 37
12: Be a person before being a Sales Ambassador......Page 39
13: Turn every contact into an experience......Page 40
14: Get inside the customer’s story......Page 41
15: Congratulate customers......Page 43
16: Compliment your customers......Page 44
17: Every complaint is an opportunity......Page 45
18: The other competitor......Page 46
19: Service costs nothing......Page 48
20: The great danger of prejudices and preconceived ideas......Page 49
21: Work as a team player......Page 50
22: Relationships and mistakes......Page 51
Part Three: The Savoir-Faire of the Sales Ambassador......Page 55
23: The successful selling style......Page 57
24: Life is a celebration......Page 58
25: Use each contact to inform and educate......Page 59
26: The Power of timing......Page 60
27: Time is a precious sales tool......Page 62
28: The art of using silence......Page 64
29: Music as a metaphor for selling......Page 65
30: Select the words you use carefully......Page 66
31: Tones, rhythms, and volumes......Page 67
32: The competition, your customers, and your advantages......Page 68
33: Personalize your service......Page 69
34: Pleasure comes from consistency......Page 70
35: Maintain your energy......Page 71
36: Make someone’s day......Page 73
37: Each telephone contact is another opportunity......Page 74
38: Analyze the sale you made......Page 76
39: Analyze the situation when the customer did not buy......Page 78
Part Four: Preparing to Sell......Page 81
40: The impact of the right atmosphere on customers......Page 83
41: Luxury is in the details......Page 85
42: Keep the service level up even when things are busy......Page 86
43: Prepare your selling tools......Page 88
44: Know what you have in stock......Page 89
45: Learn how each creation was crafted......Page 90
46: Know what is happening in your city......Page 91
Part Five: Welcoming and Discovering the Customer......Page 93
47: A greeting needs a smile......Page 95
48: Your body language speaks louder than words......Page 96
49: Listening with your eyes......Page 97
50: The importance of discovery......Page 99
51: The Gift Purchase......Page 101
52: The power of questions (quality over quantity)......Page 102
53: Be a careful listener......Page 104
54: Find out how your customer feels about your brand......Page 105
55: Make statements to obtain information......Page 106
56: Introduce yourself......Page 107
57: “Just looking”......Page 108
58: The art and importance of reformulation......Page 110
Part Six: Proposing, Romancing, and Handling Objections......Page 113
59: Keep your proposals simple......Page 115
60: Create curiosity......Page 116
61: Handle everything you sell as a precious object......Page 118
62: Position the offer......Page 120
63: Make clever use of the light......Page 122
64: Romance your creations to enhance the emotions......Page 123
65: Storytelling......Page 124
66: Invite the customer to try on the model......Page 126
67: “Wrap” the price as if it were a gift......Page 128
68: The art of exploring “Let me think about it”......Page 129
69: Prepare for dealing with objections......Page 131
Part Seven: Concluding and Making Additional Sales......Page 133
70: Be aware of buying signals......Page 135
71: Tips to Conclude......Page 137
72: Suggest the best solution......Page 139
73: The importance of reassuring when concluding......Page 140
74: “Picture” the purchase......Page 142
75: Advise customers about maintaining their purchase......Page 143
76: Suggest ways of offering a gift......Page 145
77: The additional sale......Page 146
Part Eight: Building Customer Loyalty......Page 149
78: Loyalty comes from offering gifts linked to the purchase......Page 151
79: Offer two business cards......Page 152
80: Make a good last impression......Page 153
81: Every departure is a preparation for another visit......Page 154
82: Loyalty comes from remembering your customers......Page 156
83: The database is an essential tool......Page 157
84: Celebrate the newborn......Page 158
85: Build loyalty by staying in touch......Page 160
86: Ask for a referral......Page 162
87: Customer after-sales service and the broken dream......Page 164
88: The ideal after-sales service scenario......Page 166
Conclusion......Page 173
Index......Page 176