The evolving customer
Understand how customer needs evolve and adapt the in-store experience accordingly.
3 min
Product
Product knowledge · the world of luxury
The DNA, history and codes of the luxury world. Master the vocabulary and know how to tell the story of products to a demanding clientele.
3h24 14 modules
Course structure
- 4 modules
Chapter 1
History and heritage
- 1
The history of luxury
From the 17th century to today: understand where today's codes come from.
12 min
- 2
The iconic houses
Landmarks and anecdotes about the 10 houses that shaped the industry.
15 min
- 3
Noble materials
Leather, silk, cashmere: recognize quality and know how to explain it.
10 min
- 4
Artisanal craftsmanship
The gestures and hours behind an exceptional piece.
18 min
- 3 modules
Chapter 2
Vocabulary and storytelling
- 5
The vocabulary of luxury
The precise lexicon that sets an expert sales advisor apart from an average one.
14 min
- 6
Telling a product's story
Weave a short narrative around a piece to captivate the customer.
20 min
- 7
The codes of luxury service
The welcome and follow-up details that define a house's signature.
16 min
- 4 modules
Chapter 3
The luxury customer experience
- 8
The international customer
Adapt your pitch to the cultural expectations of each market.
11 min
- 9
The VIP experience
Design a private shopping appointment that leaves a lasting impression.
13 min
- 10
Discretion as a value
Guarantee confidentiality, a gesture worth as much as the product itself.
17 min
- 11
Packaging and presentation
Turn the unboxing into a moment that extends the product's magic.
9 min
- 3 modules
Chapter 4
Special cases
- 12
High-end after-sales service
Handle a return or a repair without breaking the brand's aura.
19 min
- 13
Fighting counterfeits
Spot a fake and know how to report it internally.
22 min
- 14
Selling an exceptional piece
Lead the sale of a rare piece: preparation, scenario, closing.
8 min