| CUSTOMER-FRIENDLY SELLING |
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Program Objectives:
- Define customer-friendly selling
- Describe the psychology of selling and the five-step Relationship-based Selling process
- Identify the steps to establish an effective customer relationship
- List three types of questions to gather information
- Present a product or service to a customer describing the features and benefits
- Request action from the customer
- Address the customer’s fears and concerns
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| RELATIONSHIP-BASED SELLING |
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Program Objectives:
- Identify the behaviors and attitudes essential for building and maintaining winning relationships with customers
- Describe and practice the five steps of Relationship-based Selling
- Describe the formula for customer enthusiasm
- Create a personal plan for success
- Identify key follow-up activities
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| SIX STEPS |
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Program Objectives:
- Describe the difference between satisfied, enthused and loyal customers
- Identify areas in which to be the best
- Create a trusting, caring and customer-responsive environment
- Communicate effectively with the customer
- Determine what customers want
- Discover how to exceed customer expectations
- Identify ways to follow up with the customer
- Determine what to do when things go wrong
- Determine how creating customer enthusiasm impacts the business
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| CREATING CUSTOMER ENTHUSIASM |
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Program Objectives:
- Describe the importance of customer relationships
- Define and describe customer enthusiasm
- Identify strategies to build great customer relationships
- Create an action plan to improve customer interaction
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YOUR CUSTOMER IS CALLING |
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Program Objectives:
- Identify elements of customer service that earn enthusiastic customers and repeat sales
- Identify effective techniques for using the telephone every day
- Build effective relationships with customers during telephone calls
- Identify effective methods of greeting the customer, obtaining customer information and concluding telephone calls
- Use active listening and empathy for more effective customer interactions
- Adjust telephone communication style to suit individual customer styles
- Handle customer problems and complaints effectively
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| OUR COMPANY – OUR BRAND |
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Program Objectives:
- Recognize the importance of brand preference in customer decision-making
- Recognize the impact of moments of truth on brand image and equity
- Identify actions to take to enhance brand image
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| CARING FOR CHALLENGING CUSTOMERS |
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Program Objectives:
- Define why caring for challenging customers is important
- Discover how personal style impacts relationships with customers
- Create a customer “Bill of Rights”
- Increase skills in caring for challenging customers
- Determine how to probe for information needed to resolve problems
- Identify methods for providing great customer service
- Deal effectively with emotional responses from customers
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| CUSTOMER CARE BASICS |
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Program Objectives:
- Identify the differences between dissatisfaction, satisfaction and enthusiasm
- Share the concepts of Level of Expectation (LOE), Level of Reality (LOR) and Moments of Truth (MOT)
- Develop action plans to gain Customer Loyalty
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| EARNING CUSTOMER LOYALTY |
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Program Objectives:
- Recognize the business advantage of loyal customers
- Identify ways to gain and maintain customer loyalty
- Identify roles of the company, team and individual team members in providing quality customer care and earning customer loyalty
- Reinforce active listening and empathy skills for improving customer interactions
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| INCREASING CUSTOMER FOCUS WORKSHOP |
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Program Objectives:
- Explore the importance of a good customer relationships
- Define and describe an enthusiastic customer
- Identify strategies for achieving excellent customer relationships
- Create an action plan to improve customer service
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| MANAGING A CUSTOMER-FOCUSED ORGANIZATION |
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Program Objectives:
- Explore the importance of good customer relationships
- Define and describe an enthusiastic customer
- Identify strategies for achieving excellent relationships with customers
- Create an action plan to improve interaction with the customer
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