Customer Service > Consultative Selling & Managing Difficult Customers (Online Training)
“Dig the well before you are thirsty” … Chinese proverb
Many companies have fantastic products, a great team of people, and provide excellent customer service – and yet competitors seem to always have the upper hand. Sounds familiar? The fact is this: Everyone in your business, who has anything to do with your customers, needs to know how to sell. If they don’t have the right marketing & selling skills, you’re throwing cash out of the window.
What’s the point in spending another penny on brochures, advertising and websites if your team doesn’t know how to get people to buy? If you want to stop losing sales to competition then you’ve got to sharpen your professional selling skills, and make sure your people demonstrate positive selling skills behaviors – all the time.
It’s one thing to provide knowledge, and enhance selling skills levels – but without the right attitude and beliefs supporting these, it’s unlikely that results will last
Upon completion of this program, participants will be able to:
Frontline Managers / Executives, Customer Service Managers / Executives, Public Relations / Marketing Executives, Secretaries / Personal Assistants, Receptionists and Call Center Personnel
This Live Online / Virtual Training session will be conducted via a Live Streaming Platform in which the trainer will use interactive lecture and slide presentation to cover the modules stated below.
MODULE 1 – THE TRUTH ABOUT SUCCESS IN SELLING: MAKING YOU A SUCCESSFUL CONSULTANT
– Being Strong Vs. Being Consistently Chosen: Why People Buy From You?
– The Truth About Trust: How To Make Sure Your Customers Trust You?
– How To Communicate Customer Care
– How To Build Relationships That Lead To A Sale
– How To Leverage Those Relationships Into Closed Deals
– Positioning Techniques Of The Top 3 Percent: It’s Not Who You Know; It’s Who Knows You
– Effectively Explaining The Value Of Your Service: How Action And Adaptability Create Opportunity
– Your Role: Helping People Get What They Need
– Developing Advocates: How To Build Long-Term Relationships In The Community
– Keeping Your Customers / Prospects Connected So They Don’t Shop Around
– Belief Systems Create Our Experience: Igniting Yourself Motivators
MODULE 2 – MASTER THE ART OF CONSULTATIVE SELLING
– What Is Consultative Selling?
– The Components Of Consultative Selling
– Consultative Methods And Strategy In Tele-Communication Industry
MODULE 3 – UNDERSTANDING CURRENT CORPORATE SELLING APPROACH
– The 21st Century Selling Approach: The Blue Ocean Selling Approach
– The Current Customer Behaviours In Tele-Communication Sector
– How To Create A Winning Strategy
MODULE 4 – BUILDING LONG TERM PROFITABLE RELATIONSHIP
– Building Win-Win Relationship
– Build Long Term Commitment
– Apply Reciprocal Sales Strategy
MODULE 5 – MANAGING DIFFICULT CUSTOMERS
– Master The Skills To Manage Difficult Customers
– Indecisive Stallers
– Complainers
– How To Deal With Customers Who Want Everything
– How To Give And Gain Clarity In Difficult Situations
MODULE 6 – LEARN DISCOVERING SKILLS IN MANAGING TOUGH CUSTOMERS
– Learn To Use Fact-Finding And Feeling–Finding Questions
– Goal Setting And Time Control: How To Control Your Time And Efforts
– The Fine Art Of Follow-Up: Creating And Using A Repeatable Process
– How To Develop An Easy-To-Maintain Prospect-To-Customer Process
– Day-To-Day Customer Management: Asking The Right Questions: Mastering The Magic Of POQ And FOQ In Communication
MODULE 7 – ADVOCATING SKILLS IN MANAGING FUSSY CUSTOMERS
– Apply L.A.C.P.A
– Getting Customers To Say Yes
MODULE 8 – SUPPORTING SKILLS IN MANAGING TOUGH SELLING SITUATION
– Dealing With People Who Are Slow To Make Decisions
– Determining The Strengths And Weaknesses Of Your Competition
– Diplomatically Planting Seeds Of Doubt Concerning Competitor Services
– How To Lead Them Down The Path Of A Sale
– Handling Objections
– Overcoming Price Objections
– Asking For The Business: The Method Of Gaining Agreement
– What To Do When You Can’t Get The Deal: Secret Of The Top 3 Percent
4.5
Casey , a 27 years sales, management and team building training specialist is acclaimed as one of Malaysia’s most dynamic and inspiring public speaker since 1985 and has steadily increased his stature as one of the leading speakers in this region. He holds a Bachelor Degree in Applied Economics from University of Malaya and a Diploma in Management from the US. Fluent in three (3) languages, (English, Bahasa Malaysia, and Mandarin), he is an extremely sought after training specialist both locally and internationally
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COURSE INCLUDES
COURSE BENEFITS
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RM1,199/DAY
RRP RM1,720/DAY SAVE RM521
*T&C Applies
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