Psychology of Luxury Sales: Masterclass by Darya Kolessova

Our company invited international premium-client expert Darya Kolessova, an experienced luxury-brand consultant, to lead a masterclass on the psychology of luxury purchases for our sales team.

Event Objective

The main aim was to help our employees understand why VIP clients make certain buying decisions when purchasing high-end goods. Standard retail techniques don’t work here—these guests have their own expectations and demands. “We want to teach our staff how to create a unique service experience for each client,” emphasized our Head of Sales.

Expert’s Background

Darya shared real-life stories from her time at Cartier. Her examples of how to engage with elite buyers made the session both lively and illustrative.

Key Skills for Working with VIPs

Reading clients’ hidden needs and desires
Using subtle communication techniques without pressure or intrusion
Creating an atmosphere of trust and comfort in the boutique
Handling objections and complaints from the most demanding guests

Special attention was paid to employee behavior in challenging situations: conflicts, unusual requests, and clients’ unique preferences.

Practical Exercises

Theory was combined with role-playing. For example, participants practiced interacting with a “difficult” customer. These exercises build the flexibility and confidence needed to work effectively with an exclusive clientele.

This training provided an excellent opportunity to exchange experiences, boost motivation, and elevate our boutique’s service quality to the next level. We thank Darya Kolessova for the seminar and look forward to future sessions!

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