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 first 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 confidentiality
Part 2. 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
19. Service costs nothing
20. The great danger of prejudices and preconceived ideas
21. Work as a team player
22. Relationships and mistakes
Part 3. 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
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
37. Each telephone contact is another opportunity
38. Analyze the sale you made
39. Analyze the situation when the customer did not buy
Part 4. 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 5. 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
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
58. The art and importance of reformulation
Part 6. Proposing, Romancing, and Handling Objections
59. Keep your proposals simple
61. Handle everything you sell as a precious object
63. Make clever use of the light
64. Romance your creations to enhance the emotions
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 7. Concluding and Making Additional Sales
70. Be aware of buying signals
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
Part 8. 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
87. Customer after-sales service and the broken dream
88. The ideal after-sales service scenario
Outcomes of the Eight Stories
