Handling Objections in The Retail World

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Course Objectives

  • To motivate and energize the individuals for continuous results;
  • To understand the importance of service management and exceeding customer delight;
  • To identify the different possible consumer types and how to handle them;
  • To manage Consumer Objections;
  • To learn and use various closing techniques that can be implemented;
  • To implement and deliver service recovery to continue/ lengthen the life-cycle of the customer, to keep them coming back frequently.

Target Audience

Sales Personal, Operations Managers of Retail Outlets

Methodology

Delivery will be done using the Accelerated Learning Technology. The Accelerated Learning technology makes use of flip charts, music, movies, colours and co-operative learning to create the relaxed and joyous environment. Some of the methods used to create impact full learning include modelling, games, simulations, metaphors, role plays, projects, individual reflections, group discussions, and physical activities.

Course Modules

Module 1: The Evolution of Customer Service in the Retail Industry
Module 2: The Consumer Psychology
Module 3: Transparency When Dealing with Customers
Module 4: Handling Consumer Objections & Identifying Buying Signals
Module 5: Principles of Service Recovery in the Retail Industry
Module 6: The Way Forward – Building A Customer Centric Culture

Get To Know The Trainer

Trainer Michelle

 4.5

Michelle has 20 years of working experience. She started working as a Personal Assistant for a premier private education institution, then a leading hotel and ending in a large French oil & gas corporation. She then worked as a Sales Coordinator for a large US Freight. There, she worked her way to be the Territory Sales Manager for Southern Region (from Seremban to Johor). Later she was headhunted to join a US courier service company as an Account Manager. Within a short period of 6 months, she turned her region to profitability and one of top sales region country wide. After 5 years in Sales for Logistics industry, Michelle decided to try something different and joined Malaysian Airline as a cabin crew for just over a year.

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COURSE INCLUDES

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • Trainer logistic to client`s place

COURSE BENEFITS

  • 1 or 20 pax, same price
  • Confirmed-to-run even for 1 pax
  • Cheapest available (*we will price match!)
  • Money-Back-Guaranteed Quality
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM2,670/DAY

RRP RM3,815/DAY   SAVE RM1,145

*T&C Applies

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