The Sales Institute · Specialist Course

Face-to-Face Selling

Guidelines on how to sell to retail and other direct customers

Duration

12 Hours

Format

Cohort-based

Delivery

On-site/virtual

Programme includes

9 practical modules with real-world application
Cohort-based learning alongside industry peers
On-site, virtual, or blended delivery
Tailored to your team's specific context
Sales Institute certificate of completion

Cape Town · Johannesburg · Durban

12 hours

Across 9 practical modules

Cohort-based learning

Learn alongside peers from your industry

On-site or virtual

Flexible delivery across South Africa

Retail Sales Advisors who require a structured approach

Tailored for your role and context

"Give customer-facing teams the skills to connect quickly, present clearly, handle objections and close more in-person sales."

Programme structure

Programme overview

Seven modules covering the full channel management lifecycle, from fundamentals through to strategic influence.

Introduction to selling to consumers

Sets the foundation for B2C selling by covering customer expectations, mindset, goal setting and the salesperson’s role in creating a memorable buying experience.

Make a good first impression

Shows how to create a meaningful first connection through body language, professional image, confident greetings and responses to initial resistance.

Understand your customers needs

Builds questioning and listening skills so salespeople can understand customer needs and recommend the right solution.

Present your solution

Focuses on presenting offers in a way that connects emotionally, communicates value, uses stories and pre-empts objections.

Manage objections

Shows how to acknowledge concerns, isolate the real objection, ask permission to respond and explore alternative ways to solve the customer’s problem.

Close the sale

Develops practical closing skills, including recognising buying signals and using language that encourages commitment.

Deliver after sales service

Covers the service behaviours after the sale that help customers feel supported, remember the experience and want to return.

Deal with queries and complaints

Builds the skills to listen carefully, clarify the issue, handle difficult customers and escalate queries or complaints appropriately.

Maintain momentum

Focuses on maintaining energy, discipline and consistent performance so every customer interaction gets the salesperson’s best effort.

What you will be able to do

6 outcomes. Sell better in person.

The sales advisor plays an important role in building customer relationships, increasing sales and creating loyalty through excellent customer service.

This learning programme builds on recent research in Neuroscience, Psychology and Behavioural Economics to provide a model for sales success that if implemented consistently will lead to significantly positive results.

Build the right mind-set: How to maintain a positive attitude, deliver excellent customer service and consistently perform as a sales advisor.

Interact with customers: How to engage with customers in a meaningful way and present a positive image.

Enhance customer relations: How to create an unforgettable buying experience through exceptional service.

Deal with queries and complaints: How to respond to, and effectively manage customer queries and complaints.

Face-to-Face Selling process: Consistently implement the sales process: Approach, qualify, demonstrate, overcome objections, and close.

Advanced sales techniques: How to up-sell and cross-sell, understand human behaviour to influence customer decisions.

Is this programme for you?

Who should attend

For Retail Sales Advisors who require a structured approach to connecting with customers, proactively helping them make buying decisions and creating customer loyalty through excellent customer service

I had no idea how much influence I had as a sales advisor. I am so excited to get back to my store and apply what I have learnt. I can't wait to start building a memorable experience for my customers.

Retail Sales Advisor, Makro