Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale - Hardcover

Proven principles and tactics for successful selling in the expanding luxury goods market Customers of high-end products hold extremely high expectations in terms of customer service. Unlike typical consumers who face a need and go to the market to find something to fill that need, luxury buyers make their purchasing decisions based on much less practical considerations like passion and emotion. It's up to the sales ambassadors to create that emotion and the will to buy. After all, no one actually needs a $10,000 bracelet or a $20,000 wristwatch. Sales ambassadors to this market must master specific customer relation skills, like the ability to listen to the customer, build long-term customer relationships based on trust and loyalty, subtly appeal to the customer's emotions, and deliver personalized service from start to finish. Selling Luxury is for frontline salespeople in the luxury goods market who want to perform at the highest level. Robert w. Lent (Paris, France) is a Senior Consultant at AC3, a Paris based training company that works worldwide. He has led seminars in more than 22 countries in Asia, Europe, and the Americas. Genevieve Tour (Paris, France) is a Training Director for Cartier and a long-time luxury sales specialist.

Selling high-end luxury creations requires a different set of skills than does traditional selling. Clients have high expectations for the service they receive and base their purchasing decisions more on emotion and desire than practical need. Whether you are selling diamond bracelets or sports cars, the key to concluding the sale lies in how well you sell rather than what you sell.

In Selling Luxury, Robin Lent and Geneviève Tour explore every component of luxury sales and offer proven, practical strategies for connecting with customers. Rather than sales associates, the luxury market calls for "Sales Ambassadors" who represent the brand with distinction. Sales Ambassadors understand how to connect with customers by discovering their unique moti-vational desires. This requires a multitude of specialized skills: passion, perseverance, empathy, daring, and curiosity. Through personalized service each and every time, Sales Ambassadors are able to build trust, brand loyalty, and lasting customer relationships.

If you want to succeed in the luxury sales universe, Selling Luxury is for you. You'll pick up the skills and approaches that work everyday in a multitude of situations. You'll learn how to:

• Connect emotionally with customers
• Exceed your customers' expectations
• Turn every customer contact into a brand experience
• Personalize your customer service
• Learn about customers through observing and discovery
• Create the desire to purchase
• Deal positively with customer objections
• Build a relationship of trust and brand loyalty

The universe of luxury is no place for traditional hard-sell tactics. Instead, you have to subtly adapt to your customer in a deeper way. Doing so takes a truly personal touch. Selling Luxury shows you how to develop these skills and make them a key part of your own unique selling style.