What Are the Differences Between Cross-Selling and Up-Selling?

Extravagance is a state of mind that bridges dreams and life. For luxury goods sales, sales representatives are the most direct link between luxury goods and consumers. From the moment a customer enters a luxury boutique, the salesperson is closely connected with the customer. In luxury boutiques, sales ambassadors stand out from their peers with outstanding sales performance. They can reach millions or even millions of dollars in sales. They can target luxury customers at different levels and in different situations.

The Art of Luxury Sales: The Sales Bible for Top Luxury Brands

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Foreword

Thanks

first part

Awakening

1. The important role of sales ambassadors / 2

2. In the eyes of customers, the sales ambassador is the brand / 5

3. Loyalty starts with the first purchase / 7

4. Treat others like yourself / 9

5. Word of Mouth / 11

6. The cost of customer churn is painful / 13

7. Emotional factors of purchase / 15

8. Go to Island Vacation or Buy Your Favorite Earrings / 17

9. Price is just one of the buying factors / 19

10. "Surprise" wins "amazing" / 21

11. Exercise caution and keep customers secret / 23

Story 1/24

the second part

Thinking of a sales ambassador

12. Cut into sales as an ordinary person, not as a sales ambassador / 28

13. Make every contact an experience / 30

14. Know Your Customer's Story / 32

15. Congratulations to Customers / 34

16. Praise Customers / 35

17. Every complaint is an opportunity / 37

18. Other competitors / 39

19. Service is priceless / 41

20. Dangers of Prejudice and Prejudice / 42

21.Teamwork / 44

22. Customer Relationship Maintenance When Mistakes / 46

Story 2/48

the third part

Communication skills of sales ambassadors

23. Successful sales style / 50

24. Life is full of celebrations / 52

25. Share Knowledge with Customers / 54

26. Reasonable Control Time / 56

27. Time is a valuable sales tool / 59

28. The Art of Silence / 61

29. Sales Like Music / 63

30. Proper wording / 65

31. Tone, Speed, and Volume / 67

32. Competition, customers and your strengths / 69

33. Personalized Services / 71

34. The happiness of customers comes from the satisfaction of expectations / 73

35. Keep Your Energy / 75

36. Have a Good Day / 77

37. Every call is an opportunity / 79

38. Analyze Sales / 81

39. Analyze the reasons for not achieving sales / 83

Story 3/84

the fourth part

Ready to sell

40. The role of a good atmosphere for customers / 88

41. Luxury is in the details / 90

42. No matter how busy you can't lower the standard of service / 92

43. Get Your Sales Tools Ready / 95

44. Familiar with Stock / 97

45. Familiar with the product making process / 99

46. Understand what's happening in your city / 101

Story 4/102

the fifth part

Meet and discover customers

47. Greeting Customers with a Smile / 106

48. Body Language Is Better Than Discourse / 108

49. Listen With Your Eyes / 110

50. Importance of Discovery / 112

51. Buy Gifts / 115

52. The Power of Questioning (Quality Is Better Than Quantity) / 117

53. Be a careful listener / 120

54. Understand what customers think of the brand / 121

55. Gaining Information Through Evaluation / 123

56. Self-Introduction / 125

57. "I'll take a look" / 127

58. The Method of Induction and Its Importance / 129

Story 5/130

the sixth part

Recommend, render, and handle objections

59. Simplify Your Recommendations / 132

60. Creating Customer Curiosity / 134

61. Cherish every product you sell / 136

62. Accurately Positioning Price / 139

63. Flexible use of lights / 141

64. Render your work to increase emotional score / 142

65. Storytelling / 144

66. Encourage customers to try on / 146

67. "Wrapped" price like a gift / 148

68. Exploring the Art of "Let Me Think About It" / 150

69. Ready to Handle Objections / 152

Story 6/153

Part VII

Complete sales and make upsells

70. Attention to buy signals / 156

71. Tips for completing sales / 158

72. Provide the best solution / 160

73. Importance of Reassurance When Closing Sales

74. Taking Pictures for the Moment of Purchase / 164

75. Advice on product maintenance for customers / 165

76. Suggestions for Gift Giving / 167

77. Upsell / 169

Story 7/171

Part eight

Building customer loyalty

78. Loyalty comes from gifts related to purchases / 174

79. Give Two Business Cards / 175

80. Make a good final impression / 177

81. Each time is for the next visit / 179

82. Loyalty comes from remembering customers / 181

83. The database is an important tool / 182

84. Celebrating Freshman / 184

85. Continuous Contact to Build Customer Loyalty / 186

86. Ask the customer to recommend another customer / 190

87. Customer After-Sales Service and Dream Breaking / 193

88. The ideal after-sales service plan / 195

Story 8/197

Summary / 199 ^[1]

Luxury sales are full of magic, passion and emotion. The process of enjoying communication between customers, works, and sales ambassadors is just as important as achieving sales goals. In this way, sales ambassadors build a relationship that actively engages and shares the brand experience.

The role of sales ambassador is critical to the success and future of any brand. Sales is a solemn and noble profession, and it involves both complexity and diversity. It requires a variety of professional skills, strong personal energy, and the ability to continuously self-motivate.

Brand managers value their sales teams, recognizing their achievements and contributions, and their importance to business development. In my personal experience, sales ambassadors can also be an important source of information because we can reach customers through them. Therefore, sales ambassadors can also participate in making suggestions for new products and samples.

This book is like a gem, unique in the world of luxury. Geneviève Tour and Robin Lent brought their relationship and personal experience together to create this with their understanding of the art of luxury sales and customer loyalty This book has many excellent suggestions and practical examples.

Successful sales ambassadors are always looking for ways to improve their contact quality. Even the best of the sales ambassadors, this book will improve their skills, hone their skills, and make them more fun to participate in building brand experiences.

Alain-Dominique Perrin

President and Founder of Richemont Group ^[1]

How to make a luxury look unique in the overall luxury atmosphere? How to build customer loyalty for decades or even a lifetime? What is the bond between luxury goods and potential consumers? How to increase brand added value compared to competition? How to do up-selling and cross-selling in luxury sales? How to make the most of after-sales service? How to use silence, observation and other methods to actively promote the sales process? When consumers visit luxury stores, what are their real purchase expectations?

This book will combine the author's 30 years of luxury sales and training experience, and draw on the experience of top sales elites around the world to answer these and more related questions. These tips from top sales elites will provide you with practical and practical luxury sales guidance.

These 88 methods are clear and practical, and can be used immediately. At the beginning of this book, some important techniques such as greetings, smiles, and listening may not look special in the field of luxury sales, but it is certain that the basic skills we have studied are luxury Customers are very much looking forward to sales.

The importance of luxury sales ambassadors cannot be overemphasized. For customers, they represent the brand itself. Each sales ambassador is responsible for the customer's shopping experience with the brand. For those in the frontline sales, learning to use the techniques taught in this book is the best way to improve performance.

How to define a luxury consumer? It's simple, we are both. We all have our own luxury. This luxury may be a park bench where we sit reading a newspaper; it may be a place where we enjoy a cup of coffee on Saturday morning; or it may be a place where we watch the sunset. These subtle and unique things are important to us. A little extravagance can bring us extraordinary feelings.

What about shopping? Are only the rich and the rich the luxury consumer? Absolutely not! People want something special, either for loved ones or for themselves. Their income may not be high, but for them, the price of a work has become less important than the desire to commemorate important days between family or friends, such as birthdays, anniversaries, graduations, promotions, etc . Special moments in life need to be remembered with something special to increase the joy of life.

From the pharaohs of ancient Egypt 6,000 years ago or earlier, luxury goods have been with us. In the future, luxury goods will continue to exist in one form or another. Brands may disappear, but the concept of luxury is part of human life and will always accompany us.

In this book, we will clarify the difference between a sales ambassador and a sales consultant, and give specific examples for each situation, telling you what to do and what not to do. We will not mention specific brand names in the examples for two reasons. First of all, in the luxury world, we keep the brand confidential due to careful consideration of respect for the brand. Second, avoid readers taking for granted that a method is only applicable to specific areas of luxury sales. We found that the techniques taught in this book excel in a variety of sales situations. Why are 88 chapters? We choose this for a reason. In sales, every piece of work is a symbol and a story; similarly, in these "8", each "8" is a symbol.

"8" is a symbol of balance and harmony. In the relationship between sales ambassadors and customers, balance and harmony are eternal challenges.

In mathematics, the horizontal "8" is the symbol of infinity, and here we expect to associate it with the idea of building lasting customer relationships.

Finally, in some cultures, such as Chinese culture, "8" symbolizes happiness. In Cantonese, the number "8" is directly pronounced as "fa". In a broad sense, this is the same as "fa" in "facai". Two "8s" double this possibility.

May this book become a wealth for every reader!

At the end of each section, there will be a story that presents a real-life scenario between a consumer and a sales ambassador. Each story ends with a question, letting readers imagine the ending (impact and outcome) of the story. Readers can also see the ending we give below each story.

I sincerely thank Ms. Shen Daiting, an expert in the field of luxury goods, for reviewing this book and suggesting rigorous corrections and improvements to the translation. Everything she has done for this book makes it more perfect. ^[1]

Today, in the field of luxury goods, our customers have very high requirements for service and are more detailed. In the world of luxury goods, customers expect high standards of service before, during and after each sale. Providing excellent service is a must for every sales ambassador, so that customers can be more satisfied with the brand and more loyal. We must remain humble in meeting the challenges of the day and understand that it is an endless process of learning.

Bernard Fornas

President of Cartier International Group ^[1]

Robin Lent

(Robin Lent)

Senior Consultant at AC3 International. Worked in the luxury sector for over 30 years. He advises 25 of the world's most famous luxury brands and family brands, with a main research direction in luxury service, sales and management.

Genevieve Tour

(Geneviève Tour)

He has worked in the luxury retail field for more than 25 years and has worked for Cartier for more than 20 years. Genevieve holds an MBA degree. His main research interests are luxury brand management and marketing. Today, she is an independent consultant and trainer who specializes in training services for world-renowned companies and also teaches luxury courses at elite schools around the world. ^[1]