Achieving 5 Stars Excellent Customer Service , Customer Retention & Communication Skills For Mr D.I.Y’S Cashiers & Retail Shop Assistants

Course Objectives

By the end of this program, sales promoters should be able to:

• Discover the secrets of 5 Stars Customer Service Skills in serving internal & external customers
• Apply techniques for customer retention
• Change negative service attitude
• Improve verbal and non-verbal skills
• Master strategies to developing and maintaining a positive customer focused attitude
• Eliminate negative attitude to serving customers
• Enhance the level of confidence
• Master an easy-to-follow 5 Star Selling skills
• Master the art of listening
• Developing Need-analysis and Problem Solving Skills to better address customers’ needs
• Master excellent Service Language and its importance in communicating with customers
• Assisting your team to developing Customer-centric mindset
• Naturally deploy psychological techniques to manage difficult conversation
• Prepare to handle demanding customers
• Improve EQ Skills
• Engage with customers
• Manage angry customers

Target Audience

This course is designed for  all cashiers & retail shop assistants

Methodology

This training will be delivered through:

• Lecture
• Case studies
• Role -play

Course Modules

Module 1. Improving Your 5 Stars Service Mindset & Proactive Attitude for Internal & External Customer

Module 2.    How To Develop Your 5 Stars Service Skills For Customer Retention

Module 3.    Developing 5 Stars Selling Skills :How To Change Your Verbal & Non-Verbal Skills

Module 4.   Creating 5 Stars Customer Experience (CE)

Module 5. The Professional 5 Stars Selling Process 

Module 6. How To Build Relationship With Customers

Module 7. How To Use Matching & Mirroring To  Build Rapport With Customers

Module 8.    How To Influence & Engage With Customers

Module 9 .    Mastering The 5 Stars Art of Listening

Module 10.    Developing Need Analysis Techniques

Module 11.    Understanding Customer’s Centric : How to Present ,Convince and Persuade Effectively To Different Customers

Module 12.  How To Mange Customer’s Complaints , Conduct Investigation  and Handle Difficult & Angry Customers

Module 13.    How To Apply Emotional Intelligence (EQ) Empathy Skills For Managing Challenging Conversation