Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

by Robin Lent, Genevieve Tour, Alain-Dominique Perrin (Foreword)

Selling high-end luxury creations requires a different set of skills than does traditional selling. Clients have high expectations for the service they receive and base their purchasing decisions more on emotion and desire than practical need. Whether you are selling diamond bracelets or sports cars, the key to concluding the sale lies in how well you sell rather than what you sell. In Selling Luxury , Robin Lent and Geneviève Tour explore every component of luxury sales and offer proven, practical strategies for connecting with customers. Rather than sales associates, the luxury market calls for “Sales Ambassadors” who represent the brand with distinction. Sales Ambassadors understand how to connect with customers by discovering their unique motivational desires. This requires a multitude of specialized passion, perseverance, empathy, daring, and curiosity. Through personalized service each and every time, Sales Ambassadors are able to build trust, brand loyalty, and lasting customer relationships. If you want to succeed in the luxury sales universe, Selling Luxury is for you. You’ll pick up the skills and approaches that work everyday in a multitude of situations. You’ll learn how The universe of luxury is no place for traditional hard-sell tactics. Instead, you have to subtly adapt to your customer in a deeper way. Doing so takes a truly personal touch. Selling Luxury shows you how to develop these skills and make them a key part of your own unique selling style.

Genres: Business, Fashion, Nonfiction, Audiobook

176 pages, Hardcover

First published May 27, 2009

Reviews

[Daniel]

This is a great training handbook for Sale Ambassadors of luxury brands. Many pearls of service such as look beyond the appearance, be attentive, go beyond the extra mile, be genuinely interested in the customers, remembering them, give helpful suggestions in their choice, follow up, up-sell to them, letting them try. All these creates the magic of luxury to give customers the best experience of shopping.

All of us who are in the ‘Service’ sector would understand that the principles of this book are very applicable to all service jobs. For who can resist a helpful, polite and attentive staff?

[Rolando]

A Concise way to remind you that luxury is another world in terms of attention, details and relationship with customers.A summary of 88 recommendations with direct action for any selling professional in the luxury world.

[DeLaney]

My business is online and this book is curated for luxury boutiques (brick and mortar). Still, I was able to adapt many thoughtful concepts this book offered for an online, luxury, shopping experience.

[Colin Jaros]

Quick read, but lots to digest. Will be using this as a training resource for my sales reps, going through each of the 88 points on our weekly team meetings, discussing how we currently do the points mentioned and how we can implement them if we don’t.

[Luis Alatorre]

Escrito en un lenguaje muy sencillo y con una temática minimizada, da buenos y practico consejos acerca del trato con los clientes en diversos ámbitos.

[Erika]

Easy read with a lot of great tips. There wasn’t anything earth shattering or revolutionary in my opinion. But good reminders and practices!

[Eileen]

2.75 stars

[Mike Sanders]

Airy and insubstantial.

[Prudence]

More than just about selling luxury, also informative for personal branding

[Utkarsh Kaushik]

Great principles for in person selling. A great reminder to me who is digitally native as to what good service should look like. One to revisit with the customer experience team.

[charlotte]

Sales bible for retail , but any good job will teach you how to do this. Also i dont work in retail so….

[Flavia Raccanelli]

Not my favorite. Read because it was suggested from a university professor, but it says to simple concepts from my point of view.

[Andrea Nicholson]

A fairly basic set of rules that sales associates should know. Wish the case studies were more in depth using better examples.

[JG]

Good insights but basic at the same time.
It would have been nice to get more detail nuance in every concept

[Madi Taylor]

Quick read with actionable tips you can apply to any business.

[Rita]

Aprendi com este livro que conhecimento não é luxo, porque aprendi zero.

[Betsy]

There were some good tips in here, things I didn't have on my radar already. That being said, it seemed like the content got a little lackluster partway through the book. Meaning...the authors focused too much on having 88 tips. Some of those could have been condensed.

If you are willing to skim through those, you will probably find some takeaways that could be useful for your business. I made several notes myself.

To conclude, let me say I am glad I checked this book out from the library. While I gleaned knowledge from it, I don't foresee wanting it as a reference book.

[Juank]

Good tips at a high level

[Jana Elston]

Although focusing in selling luxury items, this is a great read by anyone working in the retail industry and looking for ways to improve their retail skills.

[Gredgrd]

Good book

[Cher Meng]

Nothing too surprising in this book.

A general handbook providing guidance to good service with personal touches, focused on maintaining long-term relationships.