Customer Focused Professional Selling and Effective Customer Service

Course Objective

• Explain the importance of a positive attitude in delivering good customer service
• Apply techniques for dealing with angry or upset customers
• identify different behavioral styles and adapt as necessary
• Develop a professional sales approach.
• Equip sales professionals with skills and techniques to uncover customer needs and meeting these needs more effectively
• provide participants with the opportunity to apply these skills in the practical ‘role-play’ session

Target Audience

all customer service personnel. Frontliners and salesperson responsible to sell provide service and after sales service to customers

Methodology

This seminar combines a maximum mix of learning methods, including short inputs, group exercises and feedback, questionnaires, discussions and role-plays using both case studies and real life situations. You will be continually stimulated to think about what you will do differently and how you will transfer the learning to your business practice.

Course Modules

Module 1: WHAT AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS

Module 2: MANAGING DIFFERENT CUSTOMER TYPES

Module 3: DELIVERING NO AND OTHER BAD NEWS (SALES AND CS)

Module 4: HANDING COMPLAINTS USING THE ASAP TECHNIQUE

Module 5: UNCOVERING CUSTOMER NEEDS THE SECRET TO BETTER SALES

Module 6: – PLANNING