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Selling Luxury: Connect With Affluent Customers, Create Unique Experiences Through Impeccable Service, And Close The Sale9780470457993书籍详细信息
- ISBN：9780470457993
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2009-06
- 页数：176
- 价格：178.70
- 纸张：胶版纸
- 装帧：精装
- 开本：32开
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
Praise for "Selling Luxury" "Genevieve and Robin have brought
together their talents to create a book that gives all Sales
Ambassadors the fundamentals in selling and building customer
loyalty." --Hamida Belkadi, CEO, De Beers Diamond Jewellers, USA
"Selling Luxury is filled with ways of exceeding each client's
expectations through offering a service that surprises and
delights." --Aaron Simpson, Group Executive Chairman,
Quintessentiall What does it take to sell high-end luxury creations
to the richest clients in the world?
In "Selling Luxury," Robin Lent and Genevieve Tour, with thirty
years of combined experience, share their savoir-faire. You'll also
pick up tips from multi-million dollar luxury sales professionals
who will help you understand the complexities of the universe of
luxury. "Selling Luxury" will show you how a salesperson can
acquire Sales Ambassador status by offering the impeccable service
associated with the world's most prestigious brands.
书籍目录：
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.
作者介绍：
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.
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编辑推荐
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.
书籍介绍
Praise for "Selling Luxury" "Genevieve and Robin have brought together their talents to create a book that gives all Sales Ambassadors the fundamentals in selling and building customer loyalty." --Hamida Belkadi, CEO, De Beers Diamond Jewellers, USA "Selling Luxury is filled with ways of exceeding each client's expectations through offering a service that surprises and delights." --Aaron Simpson, Group Executive Chairman, Quintessentiall What does it take to sell high-end luxury creations to the richest clients in the world? In "Selling Luxury," Robin Lent and Genevieve Tour, with thirty years of combined experience, share their savoir-faire. You'll also pick up tips from multi-million dollar luxury sales professionals who will help you understand the complexities of the universe of luxury. "Selling Luxury" will show you how a salesperson can acquire Sales Ambassador status by offering the impeccable service associated with the world's most prestigious brands.
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