Mieux Que Des Fleurs

Objectifs du référentiel : U31 Bloc 1 : Assurer l’exécution de la vente U32 Bloc 2 : S’assurer de la satisfaction client U2 Bloc 4A : Rendre l’unité commerciale attractive et fonctionnelle

Compétences visées : · Prendre contact · Identifier les besoins · Identifier le client et repérer ses caractéristiques · Proposer une solution adaptée au parcours client · Analyser les étapes clés d’une vente · Développer des compétences pratiques pour réussir une vente

Mieux Que Des Fleurs

Start

Ressources

Missions

Contexte

Contexte

Mieux que des Fleurs est une entreprise de vente en ligne spécialisée dans les cadeaux originaux et personnalisés. Avec une forte croissance et une clientèle digitale, elle met l’accent sur un suivi client efficace pour garantir satisfaction et fidélisation. En tant que collaborateur du service client, votre mission est d’assurer un suivi après-vente de qualité en : - Répondant aux demandes clients (email, téléphone, réseaux sociaux) - Gérant les réclamations et le suivi des commandes - Proposant des actions de fidélisation (relances, enquêtes de satisfaction, offres personnalisées)

MISSION 4 : REPONDEZ AUX OBJECTIONS Activité 1 : utilisez les techniques de réponses aux objections Activité 2 : identifiez les différents types d’objections Synthèse intermédiaire

MISSION 3 : PRÉSENTEZ ET ARGUMENTEZ Activité 1 : choisissez et présentez les produits correspondant aux attentes du client Activité 2 : identifiez les caractéristiques et les arguments Activité 3 : Présentez le prix Synthèse intermédiaire

MISSION 2 : PRENEZ EN CHARGE CLIENT Activité 1 : effectuez la prise de contact Activité 2 : identifiez les besoins Activité 3 : Analysez les besoins Activité 4 : reformulez les besoins Synthèse intermédiaire

MISSION 1 : PRÉPAREZ L’ACUEIL DU CLIENT Activité 1 : Respecter le code vestimentaire de l’entreprise Activité 2 : Accueillir le client conformément aux règles de l’enseigne Synthèse intermédiaire

Missions

Ressource J Ressource K Ressource L

Ressource H Ressource I

Ressource D Ressource E Ressource F Ressource G

Ressource A Ressource B Ressource C

Ressources

Activité 1 :S’assurer de la disponibilité des produits : les stocks Activité 2 : Accueillir le client conformément aux règles de l’enseigne

Objectifs

Informer le client des délais et des modalités de mise à disposition

Suivre l’évolution de la commande et éventuellement du règlement

MISSION 1 : Assurer le suivi de la relation client

Activité 1

Situation : Votre responsable Mr Ajoub vous indique qu’il est important d’éviter les ruptures de stock et d’optimiser les ventes. Il vous demande de contrôler le niveau de stocks.

Prenez connaissance des ressources A, B et C puis effectuez la tache demandée.

S’assurer de la disponibilité des produits : les stocks

Activité 1

I.Analysez la fiche de stock en ressource A puis répondez aux questions figurant dans le tableau

II. Complétez les bons d'entrée et de sortie en fonction de la fche de stock

Éléments du langage corporel et le registre de langage

I. Respecter le code de l’entreprise

Éléments du langage corporel et le registre de langage

I. Respecter le code de l’entreprise

Here you can put a title highlighted, something that captivates your audience

With Genially templates, you can include visual resources to leave your audience open-mouthed. You can also highlight a specific phrase or piece of information that will be etched into the memory of your audience, and even embed external content that surprises: videos, photos, audios... Whatever you want!Need more reasons to create dynamic content? Well: 90% of the information we assimilate comes to us through sight and, in addition, we retain 42% more information when the content is in motion. What you read: interactivity and animation can turn the most boring content into something fun. At Genially, we use AI (Awesome Interactivity) in all our designs, so that you level up with interactivity and turn your content into something that adds value and captivates.

'A presentation is NOT WOW when it's boring and you see drowsiness taking over your audience because no one has understood anything.'

When carrying out a presentation, two objectives must be pursued: conveying information and avoiding yawns. To achieve this, it may be a good practice to create an outline and use words that will be etched into the minds of your audience.

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Structure your content

Sections like this will help you organize

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Write a title. Summary

Welcome to the exciting journey of discovery and learning that we offer in our interactive course. In this module, you will immerse yourself in a world of possibilities where every click brings you closer to your educational goals. Together, we will explore innovative concepts and practical tools that will help you reach your full potential. Get ready to challenge your limits, expand your horizons, and become the architect of your own success. You are about to embark on a transformative experience that will mark the beginning of your journey towards knowledge and excellence!

Write a title here

If you want to provide additional information or develop the content in more detail, you can do so through your oral presentation. We recommend that you train your voice and rehearse: the best improvisation is always the most worked!

Showing enthusiasm, sketching a smile, and maintaining eye contact with your audience can be your best allies when telling stories that excite and arouse the audience's interest: 'The eyes, kid. They never lie.' This will help you make a 'match' with your audience. Leave them speechless!

70%

Use this space to briefly describe your graph and its evolution.

90%

of visual informationis better assimilated.

+190

You can capture figures in this way

80%

of what we do and see,we remember it.

Here you can put a highlighted title

40%

A great title

You can create a schema to synthesize the content and use words that will be etched in the minds of your audience.

1,200M

A great title

If you are going to present live, we recommend that you train your voice and rehearse: the best improvisation is always the most worked!

1/2

A great title

Show enthusiasm, give a smile, and maintain eye contact with your audience: 'The eyes, kid. They never lie.' Leave them speechless.

03

Structure your content

Sections like this will help you organize

03

Write a title. Summary

Welcome to the exciting journey of discovery and learning that we offer in our interactive course. In this module, you will immerse yourself in a world of possibilities where every click brings you closer to your educational goals. Together, we will explore innovative concepts and practical tools that will help you reach your full potential. Get ready to challenge your limits, expand your horizons, and become the architect of your own success. You are about to embark on a transformative experience that will mark the beginning of your journey towards knowledge and excellence!

You can use the photograph, gif or illustration you want to enhance multimedia content.

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or piece of information that will be etched in the memory of your audience, and even embed external content that surprises: videos, photos, audios... Whatever you want!

Use videos

And use this space to describe it. Multimedia content is essential in a presentation, to leave everyone amazed. Also, you will synthesize the content and entertain your audience.

In Insert, select video and include your link. Ready!

Activities Show what you know!

Activity 1

This activity will immerse us in an interactive activity designed to put into practice the concepts learned during the course.

Activity 2

This activity will immerse us in an interactive activity designed to put into practice the concepts learned during the course.

Activity 1

Click on the correct concepts

CONCEPT 1

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CONCEPT 2

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Solution

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Activity 2

Include additional information and display it with interactive images in one click.

The important thing is that it is very attractive to grab your audience's attention.

Surprise your audience with interactive images. You can use a photograph or an illustration as a base.

Click on the correct concepts

00:10

Assessment

In this section, you will have the opportunity to test your acquired knowledge throughout the course. Our interactive quiz will provide a detailed assessment of your understanding of key topics. Get ready to challenge your skills and reinforce your learning as you move towards mastering the fundamental concepts. Don't miss the chance to demonstrate everything you've learned so far!

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CERTIFICATEACHIEVEMENT

of

For the outstanding dedication and demonstrated achievements, we grant this certificate to

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recognizing your commitment to learning and your mastery of the course content. Congratulations on this significant achievement!

FULL NAME

FULL NAME

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1/5 Clarity and relevance of content

2/5 Course Objectives

3/5 Materials and Resources

4/5 Activities and Practices

5/5 General Feedback

Course completed!

Write a title here

Haven't we convinced you to use graphics in your creations yet? Well: there are studies that show that 50% of the brain is responsible for processing visual stimuli, and that it is retained 42% more when the content is animated.

Write a title here

Haven't we convinced you to use graphics in your creations yet? Well: there are studies showing that 50% of the brain is responsible for processing visual stimuli, and that this is retained 42% more when the content is animated.

Write a title here

Haven't we convinced you to use graphics in your creations yet? Well: there are studies that show that 50% of the brain is responsible for processing visual stimuli, and that this is retained 42% more when the content is animated.

Word

Word

Word

Word

Word

Word

Word

Word

Close

Write a title here

Haven't we convinced you to use graphics in your creations yet? Well: there are studies showing that 50% of the brain is responsible for processing visual stimuli, and that this is retained 42% more when the content is animated.