Retail excellence-Making Recommendations


Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

Making Recommendations is a suite of three courses that provide learners with proven techniques designed to focus their sales conversations on personalising the benefits of a product or service, getting the customer’s buy-in and confidently closing the sale.


Course title



Features and Benefits
  • Features, advantages and benefits
  • Features tell, benefits sell
  • FAB thinking and WIIFM
  • How to present features in terms of benefits
  • Purchasing motivators
25 minutes
Successful Recommendations
  • Something we do every day
  • How to make a successful recommendation
  • Steps of a successful recommendation
  • Putting the theory into practice
25 minutes
Trial Closing
  • The scientific method
  • Trial closing
  • Trial closes and hypothesis testing
  • Experimental test results
25 minutes
Total Duration
75 minutes

Business outcomes

Organisations implementing this course will:

  • Increase sales conversion rates by empowering workers to proactively check for buying signals and focus on personalising the benefits of a particular product or service for each customer.

Target audience

This course is designed for any worker in your organisation that interacts with customers and can influence their buying decisions.

Further information

For further information, please refer to the individual course information sheets for each title in this suite.

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