What happens in a luxury setting that makes it unique? How do you build customer trust and engagement that can last for decades or even a lifetime?
What is the link between a luxury product and the client who desires it? How can you set yourself apart when compared to your competition? How do you go about up-selling or cross-selling in luxury ?
Selling Luxury covers all of these areas throughout the 3 months of the course.
Ever Higher Expectations
Today, our customers’ references in terms of service are extremely high and go far beyond the luxury sector. In the world of luxury, customers are expecting a top level of service before, during, and after every contact or sale.
Reaching excellence in service is essential for every Sales Ambassador so that customers are even more engaged and loyal to your brand. This relationship should be approached with care and with the understanding that it is a never-ending learning process.
Each week for twelve weeks, you will receive lessons relating to the course material for that module. The lessons are video lessons and you can study these at your own pace anytime from during the week. You will need to have completed your weeks lessons in time for the live classroom mentoring session every Friday.
The live classroom mentor session is online and interactive. It is an opportunity for you to meet your fellow management students and to interact with your tutor for advice or answers to your questions.
You should set aside 3 hours per week for your lessons and live class.
Selling a luxury product or service is full of magic, passion, and emotion. The affluent customer, the product, and the Sales Ambassador all enjoy a unique relationship that has a different foundation to non-luxury sales and is just as important as the luxury product itself.
In the luxury selling process, the Sales Ambassador builds a solid client relationship and actively participates in the brand experience. The role of the Sales Ambassador is vital for the success and future of every brand. Selling is a noble profession that is both complex and diverse. It requires a multitude of skills, personal energy, and the ability to be constantly self-motivated.
For each sales contact with an affluent customer, it is important to remember that the Sales Ambassador is the brand for the customer. When their demeanour invokes positive feelings in the affluent customer, the chances of completing a successful sale are increased. The better the customer feels about the entire process, the stronger the possibility of completing the sale will be.
The term “Ambassador” is important here. The Sales Ambassador truly represents the brand. When a contact is negative, the whole brand is seen as negative. Consider the Sales Associate who becomes exasperated or indifferent with a customer, who in turn then leaves angry and/or disappointed. The Sales Associate was the brand for the customer, a brand that has failed in her eyes.
Just like their diplomatic counterparts, Sales Ambassadors are diplomatic, engaging, polite and elegant. They’re also masters at building and maintaining relationships.
Paul Russell is an international trainer and speaker with approaching 20 years of experience working with some of the world’s most recognisable international brands and companies.
Paul is co-founder and managing director of Luxury Academy London which specialises in luxury skills development across the world.
Paul was born and spent his formative years in Mumbai India where he was privately educated by a team of three international tutors until 12 years of age. At twelve he was sent to England to complete his education and A-Levels at boarding school
Paul holds a BSc, MSc and Doctorate in Workplace Psychology.
Paul regularly features in the media and has been interviewed by Sky, BBC, ITV, Times of London, Daily Mail, Entrepreneur Magazine, Family Office Magazine and Luxurious Magazine.