If a company decides to offer a training program to its employees, it is because the company would like to develop employees toward long-term career goals that can also promote greater job satisfaction. A more satisfied employee is likely to stay longer and be more productive while on your team: Learning and upgrading employee skills makes business sense.
Training is essential for knowledge transfer. It’s very important to share knowledge among your staff. If only one person has special skills, you’ll have a tough time recouping their knowledge if they suddenly leave the company.
What does the luxury concept actually encompass? What are the essential attributes of this category of so-called ‘luxury’ items’? This module provides a platform to explore the idea of luxury, its conception, its influences and historical positioning. We also investigate on the reputation of luxury brands: based not only on the quality of the service provided, but also on their staff; the way in which the brand’s representatives greet, serve and advise their customers. In today’s luxury industry, it is essential to know how to get the best from your employees. For this very reason luxury attitude provides insight into the development and implementation of luxury brands ‘Service Strategy’.
• In depth understanding of what “luxury versus prestige” means
• The origins of the concept of luxury, its past, its present
• The changes luxury encounters from one generation to another in the perception of its consumers and addicts
• What makes us all willing to take part of this “glamour world”
• The Concept of Luxury
• The History of Luxury
• Luxury and Society
• Luxury Product
• Luxury in the Market
Luxury consumer focus doesn’t end with the product itself but rather extends towards the dream that comes along. Therefore ‘selling luxury’ rhymes with memorable shopping experience enforcing the emotional connection of the client to the brand itself. This module provides you with the competencies required from a sales person in order to be called “value merchant”, the one who sells the value rather than the product.
• A Skill Called “Empathy”
• Etiquette & Manners
• From Good to Great
• Improve Your Personal and Professional Image
• Acquire Knowledge About Sophistication and Luxury
• Empathize With Your Client and Establish Emotional Connection
• Introduction to Luxury Sale Cycle
• Increase Your Clients’ Satisfaction
• Double Your Sales Results With Right Attitude and Up-Sell
• What Happens in a Luxury Environment That Makes it Unique?
• How do You Build Customer Loyalty That Can Last for Decades or even a Lifetime?
• What is the Link Between a Luxury Creation and the Person Dreaming of Owning It?
• How Can You Give Added Value Compared to the Competition?
• How Do You Go About Up-Selling or Cross-Selling In a Luxury Environment?
• How Can You Take Advantage of Customer After Sales Service Situations?
• How Can Approaches Such as Using Silence and Observation Play an Active Role in the Sales Process?
• What Are Customers Really Shopping for When They Visit a Luxury Boutique?
Where prestige is perceived as a knowhow, luxury is more perceived as comfort, beauty and sumptuous lifestyle. There are 3 distinctive style of luxury that can be summed up as: Iconic, experiential and Intellectual. Although distinct, all three have a converging point that we call “Luxury Attitude”. People working in the luxury lifestyle business should have a unique mindset of pleasing, pampering, providing unique and memorable experiences to the “customers”. This training has been designed as a “Vision Enhancement” project that basis itself on the undeniable fact that a stretched mind will never return to its original shape, thus an employee with an enhanced vision will exceed the expectation of the customer.
• Welcome to the Club Approach
• Sales Cycle
• Emotional Tune in With Customer
• Profile value merchants
• Grasping Luxury Mindset
• The Essence of Manners
• Global Habit and Etiquette Tips
• The Art of Elegance
• Being Your Personal and Professional Best
• Service and Retail Focused Luxury Attitude
• Emotional Connection With the Consumer
• Luxury Customer Psychology
• Profile Value Merchants
Luxurious brands are a dream world and people want to be part of it. Your employees belong to a prestigious elite and they should feel they are the core, the essence of the brand. Brands in the luxury industry stand for sophistication and prestige; all the employees contribute to deliver this idea of the brand to the world. Employees are your best ambassadors. In order to fulfill this role they should know their clients’ lifestyle and feel at their ease in all situations. Only in this way they can understand the needs of the clients and serve them.
The brand is made of people, and as they cover such an important role for the company they should be trained to achieve successfully this goal. It is important they know how to behave in business situations, especially during social events like business dinners.
• Understanding of Table manners
• Understanding of the differences between Eastern and Western Culture
• How to behave in Formal Occasion
• Heritage of Table Etiquette and Social Graces
• Western Table Manners
• How to behave as Ambassador of TAG HEUER in social occasion
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“I can wholeheartedly recommend Adile to anyone expecting only the best in customized Leadership Development, Management Training and high end Sales / Customer Service or Marketing related development programs. She brings operational experience in the Hotel Industry, Real estate and Training Services where she has developed her expertise on how to build effective Customer relation and Sales skills in China. Adile is a very effective listener, who can rapidly understand business issues, and is able to design client specific development modules for highest behavioral impact. Adile (LSL) is currently the only Partner we entrust with all Leadership Development related projects for our clients.”
“ This morning the entire Sales team came to my office with a gift of chocolates to thank me for arranging the sales training. They said that it was great, and I thank you for all your efforts.” Ted THEOBOLD General Manager/Area Director, The Park Lane Hong Kong
I'd like to thank LSL Consultancy - and specifically Adile - for the coaching sessions I had last year during a 6 month period. After 12 years working in my company, I have taken a new challenge 2 years ago by managing a team of more than 50 people in China. It has been another/different dimension compare to my previous roles where I needed to step back a little bit to become a true leader. Adile helped me to know myself better: my strength and my weaknesses to come over a challenging and exciting position. I can just tell that the results after those 6 month coaching by Adile have been tangible and real. My team , colleagues and management can recognize the positive progress that has been done.
I had a six months period of time with Adile’s coaching that focus on my professional leadership. Adile has her methodology in helping me to deep dive my situation (in work and personal life) and finding way to balance and work the best out of it. At the beginning we went through some questionnaire to write it down in order to let us to find out what is my value and what we can be planned in helping me in my daily working and private life. The most precious key learning during Adile’s coaching was allow me to find out what is important to my life and rectify those confused surrounding in my life and work. As a conclusion to myself from the 6 months coaching, my take away: - Know my value - Appreciate life and myself - Be positive - Be prepared & always be updated - try newness and enjoy nowness
"Your training of Improving Customer Satisfaction at Shimao Rivera Garden made every participant deeply impressed. I hope the Customer Service related staff of all management sites could get this training to ensure our qualified service.”
"Les évaluations sont très bonnes. Merci encore de votre professionnalisme."
“I would like to thank you for a great training session this weekend. We have requested training for sometime here in Beijing and we are extremely pleased that this program has been arranged in such a professional way. I am sure I speak for my whole department when I say that we learned something over the weekend and I am sure this will provide us with great foundation for further growth both professionally and personally.”
"This is our first experience working with LSL. Actually LSL was also recommended by another company. The firm is extremely professional and operates with integrity. We just had 3 hours communication skill training by Adile, but all of us were absolutely satisfied with Adile and impressed very much with her professionalism and passion, also the result was much better than expected. Even if it was a short initiation, but it gave us a good "taste" of some coaching which can enhance our professional skills.”
"Adile is great listener, who is even able to find what is behind the words. She can analyze the situation quickly. As a problem solving oriented person she introduces actions’ plans to tackle the issues one by one. Her perseverance and “every day” positive attitude enable her to keep on going until the objectives are reached. In addition her experience of cultural differences guides her to make people feel at ease and to teach them how to interact in the best way. It was a great pleasure and success to work with her on training issues for the launch of ORSAY retail operations in China.”
"It was a good experience to us to share a seminar with ‘Leadership & Success’, their knowledge and experience of luxury was real added value to us!"