Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Throu

商家名称	信用等级	购买信息	订购本书
		Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Throu
		Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Throu

媒体推荐

Selling high-end luxury creations requires a different set of skills than does traditional selling. Clients have high expectations for the service they receive and base their purchasing decisions more on emotion and desire than practical need. Whether you are selling diamond bracelets or sports cars, the key to concluding the sale lies in how well you sell rather than what you sell. In "Selling Luxury," Robin Lent and Genevieve Tour explore every component of luxury sales and offer proven, practical strategies for connecting with customers. Rather than sales associates, the luxury market calls for "Sales Ambassadors" who represent the brand with distinction. Sales Ambassadors understand how to connect with customers by discovering their unique moti-vational desires. This requires a multitude of specialized skills: passion, perseverance, empathy, daring, and curiosity. Through personalized service each and every time, Sales Ambassadors are able to build trust, brand loyalty, and lasting customer relationships. If you want to succeed in the luxury sales universe, "Selling Luxury" is for you. You'll pick up the skills and approaches that work everyday in a multitude of situations. You'll learn how to: Connect emotionally with customers Exceed your customers' expectations Turn every customer contact into a brand experience Personalize your customer service Learn about customers through observing and discovery Create the desire to purchase Deal positively with customer objections Build a relationship of trust and brand loyalty The universe of luxury is no place for traditional hard-sell tactics. Instead, you have to subtly adapt to your customer in a deeper way. Doing so takes a truly personal touch. "Selling Luxury" shows you how to develop these skills and make them a key part of your own unique selling style.

作者简介

Robin Lent is Senior Consultant at AC3, a Paris-based company that specializes in training and communications. Robin has been working for eighteen years in the field of luxury. He can be reached at robin@ac3.fr. Genevieve Tour is a Training Consultant at Cartier and a luxury specialist. She has spent many years as a Sales Ambassador in the United States and France. Genevieve has an MBA in luxury brands and twenty years of experience in marketing and communications. She can be reached at genevieve.tour@club-internet.fr.

目录

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

喜欢Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale [精装]请与您的朋友分享,由于版权原因，读书人网不提供图书下载服务