Retail excellence-Successful 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 a successful recommendation is a key element of the customer interaction (CI) process. Successful recommendations provide the customer with appropriate solutions relevant to their needs and circumstances. A good recommendation makes this clear by highlighting which benefits of a product or service best address the customer’s ‘what’s in it for me?’ (WIIFMs).

Topics covered

Something we do every day
  • How to make a successful recommendation
  • Steps of a successful recommendation
  • Putting the theory into practice

Learning objectives

On completing this course, learners should be able to:
  • Identify customer WIIFMs and apply them to product and service recommendations
  • Select appropriate linking statements to connect features to benefits and WIIFMs
  • Structure a successful product or service recommendation.

Business outcomes

Organisations implementing this course will:
  • Increase sales conversion rates by delivering customer interactions that 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.


25 minutes
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