Clienteling

To succeed in today’s retail landscape, success relies on meaningful clienteling—the ability to spark the positive emotions that inspire loyalty and drive purchasing decisions. But how can you truly understand what resonates with each individual client? And, just as importantly, how do you turn those moments into authentic connections? Discover the tools that build genuine relationships, personalise every interaction, and create unforgettable client experiences .

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This training is aimed at anyone who wants to create lasting and personalized relationships with their customers, including:

Sales consultants and retail experts who want to go beyond the simple transaction and establish a strong emotional connection with each customer to encourage purchase and loyalty.
Brand ambassadors and store managers who want to embody the world of their home while personalizing the customer experience with finesse and authenticity.
CRM, marketing and clienteling teams involved in designing relationship strategies and wishing to refine their approach to generate lasting impact.
And more broadly, anyone in contact with customers, in store or remotely, wishing to develop their ability to understand, surprise and delight through human communication adapted to each profile.

Our pool of trainers consists of full-time salaried coaches and high-level independent coaches, carefully selected by Present Perfect. All profiles meet at least the following criteria:

Bilingual (French-English).

Highly qualified in higher education (for permanent coaches)
Trained individually by Annabelle Roberts, founder of the agency and creator of the Present Perfect ST method co-developed with storytelling experts like Adrien Rivierre.
3 years minimum experience in training/coaching.
3 years minimum experience in business.

Do you think our training and workshops meet your needs? Great! We always offer you an initial face-to-face interview in order to carefully study your needs and offer you the best possible support. We then send you a summary email and a quote . Once the quote has been validated (purchase order number or, failing that, the signed quote), our coordination and operations department takes over to set up the training, send participants the invitation emails and other necessary elements. A minimum period of two weeks before the desired start date is necessary to set up the training, in order to give participants time to fill out the pre-assessment forms, identify their own objectives and receive the necessary elements so that they can complete their training in the best possible conditions.

E-learning training : each session can accommodate up to 5 participants maximum, unless otherwise indicated. Training dates are chosen in collaboration with the client, depending on their availability. Schedules are fixed for group training and spread over 1 day or 2 half-days. As soon as the dates are set, our clients are invited to create an invitation to reserve the dates in the participants' calendar, while waiting for the invitation email, then to send us the participants' emails. To access their training course, participants connect to the Present Perfect platform https://plateforme.present-perfect.fr and enter their identifiers. Live coaching is done via Teams; the link is sent to participants in advance.

Face-to-face training : each session welcomes between 3 minimum and 5 participants maximum. The training dates are chosen in collaboration with the client, according to their availability. The times are fixed. As soon as the dates are set, our clients are invited to reserve the chosen slots in the participants' calendar and to send us their email address. Upon receipt, we send each participant their invitation email.

The assessment of the skills and expected activities is structured around a written assessment and an oral assessment:

Written assessment : a self-positioning assessment is carried out before and after the training to measure the participants' progress.
Oral assessment : hypothetical scenarios and/or role-plays based on each module are shared with the candidates. The coach will have a list of skills to check to ensure that the tools have been understood and correctly applied for each scenario. The exam is done live by the coach with each candidate.

On the program

Understanding the Role of Emotions in decision-making

Why do customers buy?

DiSC® and its different profiles
Understanding what motivates or hinders a customer’s decision-making
Capture signals: attitude, posture, body language, word choice (written, oral), syntax,..
Discover your own DiSC® profile

The Clienteling Toolbox

Passive tools: verbal or behavioural signals that provide information about customer profiles. How to detect them? What to pay attention to?
Active tools: finding behavioural responses in various situations with different customer profiles (coaching exercises)

2

Tailoring your Sales Ceremony to different Profiles.

Best practices: technique & non-verbal language.

Adapting your sales ceremony based on “customers” you encounter
Customised role-playing and body language coaching

Distance Selling Set-Up

Apply the CLAP technique
Perform live demos (with personalised coaching)

Showcase and Feedback

Post-training follow-up
Online follow-up session giving participants the opportunity to debrief on successes/challenges so far, while showcasing their enhanced online demos for valuable feedback from both the coach and the group.

Objectives

The importance of emotion in customer relations.
The ins and outs of customer profiles using DiSC® and how to identify them
Customer motivations and barriers
How to adapt communication to each profile.
How to use remote sales tools to nurture relationship and boost customer loyalty