Programs

Luxury Learning International 360 Selling

LLI 360 Selling is a foundational selling skills program designed to provide your employees with a selling approach that will result in improved conversion ratios, increased add-on sales, higher average sales and repeat business. More importantly, these skills will enhance the customer experience through friendly, efficient and client-centric interactions that will drive brand loyalty.

The principle used in the design of this program is action oriented learning, “show” rather than “tell.” In other words, the learner immediately feels the consequences and impact of their choices – use the skills, then sales are made and commission is earned, don’t use the skills and income suffers. This approach is a departure from traditional sales programs that teach theory, provide practical application of skills and provide feedback to learners, “telling” participants if they are right or wrong. This approach most often does not allow learners to “connect the dots” for themselves, or feel the immediate impact of their actions.

The LLI 360 Selling program goes beyond the classroom. With pre and post program activities and discussions with managers that will enable the best possible learning transfer and desired behavior change to occur.

A selling coaching guide for managers and post program sales metric tracking are critical components of the program.

Clienteling Workshop

The LLI Clienteling Workshop is intended for sales professionals that would like to improve their productivity, are serious about building lasting relationships; as well learn how to confidently prospect new clients.

The workshop focuses on important topics such as: What is Clienteling? Business Objectives and Measurable Goals:

Consumer Survey Data – What drives brand loyalty
Working with Affluent Clients – What is social self- consciousness
Client Conversations – Breaking the ice and building rapport
Clienteling Skills–The essentials of effective communication
Prospecting & Client Outreach
The Part Confidence Plays in Success
The Master Plan – how will success be measured ?

Delivering World Class Customer Service

With the abundance of competition in the marketplace today, there is nothing more important for luxury brands than delivering top-notch customer service.

The focus of this class:

Through customer interviews, determining what customers expect and their real life experiences have been; what constitutes a great customer service interaction as well as their own bad experiences and the impact on brand loyalty.
Discussion focused on the most successful global brands (from a customer service perspective.) What are their approaches and what can we learn from them?
Communication style: How do the words we use and the tone we use when addressing customers’ concern impact them? How do they feel after they have dealt with us? How well do we actually listen to our customers?
How to handle difficult situations – Either delivering bad news to a customer, and handling situations where the customer is visibly upset.
What is emotional intelligence and how can it help in delivering the best service possible.
The importance of follow up service and the impact it has on preserving and building customers’ loyalty.
The opportunity for individual participants to have their questions and concerns addressed.

The Story of Colored Gemstones

The Story of Colored Gemstones takes the learner into the fascinating world of colored gemstones used in jewelry and the decorative arts today.

Participants learn how gems are formed and identified, how they are mined and the geographic locations that are historically known for their esteemed gems.

Those that buy or sell gemstones are familiar with the 4Cs of diamond grading, but may not be as knowledgeable on how colored gemstones are valued. What are the characteristics and factors that define value and how should they be positioned to clients?

A review of the most common gemstones seen in jewelry, along with their distinguishing features, talking points for each, and how to maintain their beauty is also shared.

In addition, synthetic and simulant gemstones are defined and the important topic of industry accepted, enhancements/treatments is included.

Module three focusses on how best to use the information to answer common client questions and sell your beautiful products.

Diamonds - Beyond the 4Cs

As the name implies, Diamonds - Beyond the 4Cs is much more than a standard diamond class. In today’s consumer savvy world, many clients have already researched diamond information online in preparation for their in-store shopping. What market research tells us today is that clients do not go to brick and mortar stores for a science class on diamonds. They go for a luxury experience that they will never forget and seek out brands and sales professionals that they can trust and have confidence in.

In order to meet the demands of these clients, a top notch diamond sales person must demonstrate a combination of knowledge and skills; the profile of such a person looks like this:

The skill to make clients feel welcome, important and confident in their ability and genuine willingness to help
Sincerely take interest in the client’s story in order to build rapport and foster a long term relationship
Thorough knowledge of the bridal assortment and brand history and differentiators
In-depth knowledge on diamond grading and diamond reports
Ability to position technical information in ways that tie back to the beauty of diamonds
The competitive landscape, all sales channels; retail, online, wholesalers
Knowing the best questions to ask clients
Efficiently managing interactions - not going around in circles, staying on track
Ability to break through barriers that might ordinarily shut down interactions
Confidently closing sales using a technique that guarantees the time is right to close

This list is just a sample of the knowledge and skills your team will come away with. Whether your sales person is completely new to selling diamonds or a seasoned professional, there is something for everyone in Diamonds - Beyond the 4Cs

Selling Fancy Color Diamonds

In recent years, the desirability of fancy colour diamonds has increased dramatically as the world’s affluent seek new and interesting ways to invest and enjoy their wealth. Not only are fancy color diamonds the smallest form of portable wealth, but arguably the most beautiful and mysterious jewels on earth.

For many clients, fancy color diamonds are most probably not a category of gems they are familiar with. They can also be intimidated by prices, lacking an understanding of the rarity factors that drive value.

If you are a business owner selling fancy color diamonds, then you have made a significant investment and it is critical that your sales team is confident and knowledgeable when presenting these pieces to your clients. In order to build appreciation and passion for these rare gems, both in your team and your clients, it is essential to receive top quality training.

Luxury Learning International’s, Selling Fancy Color Diamonds Program, not only provides essential information, but how and when to share information, as well as how to competently and confidently respond to clients’ questions and establish value.

In addition to the gemological and industry knowledge participants will gain, they will also learn about the specific pieces in your collection. They will learn the aspects of value and rarity for each of the pieces, the design inspirations and the “talking points” to share with clients.

Here are a few of the important topics and approaches to selling fancy color diamonds your team will learn:

To build appreciation and desire for fancy color diamonds in your clients
An understanding of the competitive landscape – market leading jewellers, and the auction market
To communicate using consumer friendly language/information on FCDs, i.e. origin, formation, cutting, color grading and documentation
To confidently share rarity and value factors and competently respond to frequently asked questions on FCDs
Clienteling Approaches: prospecting new clients and building relationships with affluent clients

In addition to the topics mentioned above, participants will be able to apply what they have learned through sales simulations. Sales simulations provide the opportunity to use information and respond spontaneously to client questions, and to receive expert feedback on their progress from the facilitator.