Needs-based sales conversations
CUSTOMER CONVERSATIONS
Meeting your customer’s needs starts with better conversations. Whether it’s providing expertise or advice, or adding additional value, the conversations you have with customers impact every measurable sales metric and when done well, meet the needs they have now and in the future.
Small changes in conversational behaviour can yield amazing results. Consider the results of McDonald’s famous ‘Would you like fries with that?’.
GRIST’s needs-based sales conversations program helps sales teams identify small changes in conversation that build connection, leverage product knowledge and create exceptional customer experiences that increases bottom-line performance.
The reason it seems that price is all your customers care about is that you haven’t given them anything else to care about.’
— Seth Godin; best-selling author, entrepreneur & teacher
Key components
What needs-based sales is and why developing customer conversation skills is important
The power of moments in the customer’s journey
Greeting your customer and building common ground
Questioning to understand customer needs
Adding unexpected value and gaining agreement to next steps
Confirming the sale
Turning complaints into sales
Ask us how this program can be supported by AI-enabled learning
Program outcomes for participants
GRIST’s unique micro-behavioural approach to Retail Sales conversations:
Builds self-confidence and empowers the team member to find what works for them
Improves speed to competence
Creates a performance culture
Improves internal NPS of new hires
Increase employee engagement
Increases conversion rates
Increases average transaction values
Increases loyalty program conversion
Program duration
Face to face workshops, or
Virtual spaced and paced workshops, or
Leader-led implementation with support resources
Pre-work
Bring a recording /transcript of a customer service conversation