{"product_id":"selling-luxury-connect-with-affluent-customers-create-unique-experiences-through-impeccable-service-and-close-the-sale-hardback-9780470457993","title":"Selling Luxury; Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale (Hardback) 9780470457993","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eSelling Luxury\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eConnect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eRobin Lent (Author), Genevieve Tour (Author), Alain-Dominique Perrin (Foreword by)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470457993, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 26 June 2009\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e176 pages\u003cbr\u003e23.1 x 15.8 x 1.8 cm, 0.318 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eSelling 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. \u003c\/p\u003e \u003cp\u003e In \u003ci\u003eSelling Luxury\u003c\/i\u003e, Robin Lent and Geneviève 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 motivational 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. \u003c\/p\u003e\n\u003cp\u003eIf you want to succeed in the luxury sales universe, \u003ci\u003eSelling Luxury\u003c\/i\u003e is for you. You’ll pick up the skills and approaches that work everyday in a multitude of situations. You’ll learn how to: \u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eConnect emotionally with customers\u003c\/li\u003e \u003cli\u003eExceed your customers’ expectations\u003c\/li\u003e \u003cli\u003eTurn every customer contact into a brand experience\u003c\/li\u003e \u003cli\u003ePersonalize your customer service\u003c\/li\u003e \u003cli\u003eLearn about customers through observing and discovery \u003c\/li\u003e \u003cli\u003eCreate the desire to purchase \u003c\/li\u003e \u003cli\u003eDeal positively with customer objections\u003c\/li\u003e \u003cli\u003eBuild a relationship of trust and brand loyalty\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003eThe 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. \u003ci\u003eSelling Luxury\u003c\/i\u003e shows you how to develop these skills and make them a key part of your own unique selling style.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eForeword by \u003ci\u003eAlain-Dominique Perrin\u003c\/i\u003e xi\u003c\/p\u003e \u003cp\u003eAcknowledgments xiii\u003c\/p\u003e \u003cp\u003eIntroduction xv\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart One: Initial Thoughts 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1 The Vital Role of the Sales Ambassador 3\u003c\/p\u003e \u003cp\u003e2 In the eyes of the customer, the Sales Ambassador is the brand 5\u003c\/p\u003e \u003cp\u003e3 Loyalty begins with the fi rst contact 6\u003c\/p\u003e \u003cp\u003e4 Keep in mind how you like to be treated 7\u003c\/p\u003e \u003cp\u003e5 There are customers behind customers 8\u003c\/p\u003e \u003cp\u003e6 The incredible loss from one lost customer 9\u003c\/p\u003e \u003cp\u003e7 The emotional side of the purchase 10\u003c\/p\u003e \u003cp\u003e8 The island vacation or the earrings? 11\u003c\/p\u003e \u003cp\u003e9 The price is only one of the factors 12\u003c\/p\u003e \u003cp\u003e10 The “Wow” comes when you go beyond expectations 13\u003c\/p\u003e \u003cp\u003e11 Discretion and confi dentiality 14\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Two: The Frame of Mind of the Sales Ambassador 17\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e12 Be a person before being a Sales Ambassador 19\u003c\/p\u003e \u003cp\u003e13 Turn every contact into an experience 20\u003c\/p\u003e \u003cp\u003e14 Get inside the customer’s story 21\u003c\/p\u003e \u003cp\u003e15 Congratulate customers 23\u003c\/p\u003e \u003cp\u003e16 Compliment your customers 24\u003c\/p\u003e \u003cp\u003e17 Every complaint is an opportunity 25\u003c\/p\u003e \u003cp\u003e18 The other competitor 26\u003c\/p\u003e \u003cp\u003e19 Service costs nothing 28\u003c\/p\u003e \u003cp\u003e20 The great danger of prejudices and preconceived ideas 29\u003c\/p\u003e \u003cp\u003e21 Work as a team player 30\u003c\/p\u003e \u003cp\u003e22 Relationships and mistakes 31\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Three: The Savoir-Faire of the Sales Ambassador 35\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e23 The successful selling style 37\u003c\/p\u003e \u003cp\u003e24 Life is a celebration 38\u003c\/p\u003e \u003cp\u003e25 Use each contact to inform and educate 39\u003c\/p\u003e \u003cp\u003e26 The power of timing 40\u003c\/p\u003e \u003cp\u003e27 Time is a precious sales tool 42\u003c\/p\u003e \u003cp\u003e28 The art of using silence 44\u003c\/p\u003e \u003cp\u003e29 Music as a metaphor for selling 45\u003c\/p\u003e \u003cp\u003e30 Select the words you use carefully 46\u003c\/p\u003e \u003cp\u003e31 Tones, rhythms, and volumes 47\u003c\/p\u003e \u003cp\u003e32 The competition, your customers, and your advantages 48\u003c\/p\u003e \u003cp\u003e33 Personalize your service 49\u003c\/p\u003e \u003cp\u003e34 Pleasure comes from consistency 50\u003c\/p\u003e \u003cp\u003e35 Maintain your energy 51\u003c\/p\u003e \u003cp\u003e36 Make someone’s day 53\u003c\/p\u003e \u003cp\u003e37 Each telephone contact is another opportunity 54\u003c\/p\u003e \u003cp\u003e38 Analyze the sale you made 56\u003c\/p\u003e \u003cp\u003e39 Analyze the situation when the customer did not buy 58\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Four: Preparing to Sell 61\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e40 The impact of the right atmosphere on customers 63\u003c\/p\u003e \u003cp\u003e41 Luxury is in the details 65\u003c\/p\u003e \u003cp\u003e42 Keep the service level up even when things are busy 66\u003c\/p\u003e \u003cp\u003e43 Prepare your selling tools 68\u003c\/p\u003e \u003cp\u003e44 Know what you have in stock 69\u003c\/p\u003e \u003cp\u003e45 Learn how each creation was crafted 70\u003c\/p\u003e \u003cp\u003e46 Know what is happening in your city 71\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Five: Welcoming and Discovering the Customer 73\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e47 A greeting needs a smile 75\u003c\/p\u003e \u003cp\u003e48 Your body language speaks louder than words 76\u003c\/p\u003e \u003cp\u003e49 Listening with your eyes 77\u003c\/p\u003e \u003cp\u003e50 The importance of discovery 79\u003c\/p\u003e \u003cp\u003e51 The gift purchase 81\u003c\/p\u003e \u003cp\u003e52 The power of questions (quality over quantity) 82\u003c\/p\u003e \u003cp\u003e53 Be a careful listener 84\u003c\/p\u003e \u003cp\u003e54 Find out how your customer feels about your brand 85\u003c\/p\u003e \u003cp\u003e55 Make statements to obtain information 86\u003c\/p\u003e \u003cp\u003e56 Introduce yourself 87\u003c\/p\u003e \u003cp\u003e57 “Just looking” 88\u003c\/p\u003e \u003cp\u003e58 The art and importance of reformulation 90\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Six: Proposing, Romancing, and Handling Objections 93\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e59 Keep your proposals simple 95\u003c\/p\u003e \u003cp\u003e60 Create curiosity 96\u003c\/p\u003e \u003cp\u003e61 Handle everything you sell as a precious object 98\u003c\/p\u003e \u003cp\u003e62 Position the offer 100\u003c\/p\u003e \u003cp\u003e63 Make clever use of the light 102\u003c\/p\u003e \u003cp\u003e64 Romance your creations to enhance the emotions 103\u003c\/p\u003e \u003cp\u003e65 Storytelling 104\u003c\/p\u003e \u003cp\u003e66 Invite the customer to try on the model 106\u003c\/p\u003e \u003cp\u003e67 “Wrap” the price as if it were a gift 108\u003c\/p\u003e \u003cp\u003e68 The art of exploring “Let me think about it” 109\u003c\/p\u003e \u003cp\u003e69 Prepare for dealing with objections 111\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Seven: Concluding and Making Additional Sales 113\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e70 Be aware of buying signals 115\u003c\/p\u003e \u003cp\u003e71 Tips to conclude 117\u003c\/p\u003e \u003cp\u003e72 Suggest the best solution 119\u003c\/p\u003e \u003cp\u003e73 The importance of reassuring when concluding 120\u003c\/p\u003e \u003cp\u003e74 “Picture” the purchase 122\u003c\/p\u003e \u003cp\u003e75 Advise customers about maintaining their purchase 123\u003c\/p\u003e \u003cp\u003e76 Suggest ways of offering a gift 125\u003c\/p\u003e \u003cp\u003e77 The additional sale 126\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Eight: Building Customer Loyalty 129\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e78 Loyalty comes from offering gifts linked to the purchase 131\u003c\/p\u003e \u003cp\u003e79 Offer two business cards 132\u003c\/p\u003e \u003cp\u003e80 Make a good last impression 133\u003c\/p\u003e \u003cp\u003e81 Every departure is a preparation for another visit 134\u003c\/p\u003e \u003cp\u003e82 Loyalty comes from remembering your customers 136\u003c\/p\u003e \u003cp\u003e83 The database is an essential tool 137\u003c\/p\u003e \u003cp\u003e84 Celebrate the newborn 138\u003c\/p\u003e \u003cp\u003e85 Build loyalty by staying in touch 140\u003c\/p\u003e \u003cp\u003e86 Ask for a referral 142\u003c\/p\u003e \u003cp\u003e87 Customer after-sales service and the broken dream 144\u003c\/p\u003e \u003cp\u003e88 The ideal after-sales service scenario 146\u003c\/p\u003e \u003cp\u003eOutcomes of the Eight Stories 149\u003c\/p\u003e \u003cp\u003eConclusion 153\u003c\/p\u003e \u003cp\u003eIndex 156\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52174488568088,"sku":"9780470457993","price":18.78,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470457993_230409.jpg?v=1781174444","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/selling-luxury-connect-with-affluent-customers-create-unique-experiences-through-impeccable-service-and-close-the-sale-hardback-9780470457993","provider":"Freshly Printed Books","version":"1.0","type":"link"}