| ForewordAlain-Dominique Perrin |
| Acknowledgments |
| Introduction |
| Part 1 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 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 |
| 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 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 |
| 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 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 |
| 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 6 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 7 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 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 |
| 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 |
![Cover image for Selling Luxury [electronic resource] : Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale](/client/assets/5.1326/ctx//client/images/no_image.png "Cover image for Selling Luxury [electronic resource] : Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale")