Retail excellence-Pacing


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.

Pacing is a technique that allows you to better address customer needs and concerns by looking at the world from the customer’s point of view.

Topics covered

  • Conversational co-driving
  • Changing pace
  • Pacing techniques

Learning objectives

On completing this course, learners should be able to:
  • Recognise how pacing contributes to rapport
  • List the characteristics of first and second position
  • Differentiate between individuals in first and second position
  • Identify appropriate pacing phrases and techniques.

Business outcomes

Organisations implementing this course will:
  • Increase customer retention by consistently delivering service that exceeds their expectations.

Target audience

This course is designed for any worker in your organisation that interacts with customers.


25 minutes
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