BOWIE, Md. — The Tire Industry Association (TIA) and partner MOHR Retail are holding a virtual Retail Sales & Service (vRSS) course in November aimed at developing the needs of retail tire associates to drive sales and increase customer loyalty.
The course — comprising three two-hour virtual sessions on Nov. 7, 14 and 21 — is designed to enhance the skills and knowledge of tire shop sales personnel so they can add value to every customer interaction.
Session One is focused on the customer, maintaining and enhancing self-esteem and giving efficient customer service. It will include three service skills to create an environment where customers feel welcome and relaxed, TIA said.
Session Two will go over five primary skills for helping customers make decisions when buying and offering additional recommendations. The sessions also will cover how to ask purposeful questions, sell value, listen to reinforce decisions, expanding the sale and closing the sale.
Session Three will explore overcoming objections and gaining customer commitment, and includes practice of the skills and strategies in small group breakout sessions. Students will apply a five-step service interaction to their own scenarios and reflect on what they've learned so they can apply it at their own place of employment.
Students will have access to a 90-day reinforcement mobile app with gamification and a competitive leaderboard to maximize retention.
Classes will meet virtually on the three consecutive Tuesdays, 10 a.m. to noon EST. Cost is $350 per person. To register and for more information, visit the TIA website. Email Christine Hoogenboom at [email protected] with additional questions.