Objectives

Participants will learn:

The importance of listening (understand with the intention of comprehending)
How to identify customer needs and wants
How to continuously show that we are a customer oriented corporation
How to Communicate effectively
How to handle objections and complaints
How to transform a complaint into an opportunity for improvement
Establish and construct long-term relations that endure over time and build loyalty
To handle customers’ resistance
How to offer alternatives
To develop interpersonal skills to deal with different types of people
How to behave with customers with challenging and delicate situations
How to end the conversation, satisfy the client and ensure the final agreement

Subjects:

Customer needs
Challenging situations with clients and clients with challenging situations
Body language and eye behavior
Style analysis - how I assist my customers
How to improve my own personal style
How to identify customers’ needs
Meaningful-Question skills and the Power of Speech
The communication process
The use of my voice as a strategy
Dealing with objections and demands
What my customers like/dislike
Effective listening and feedback
Converting a request for advise into loyalty
Steps for Dealing with Objections and Demands
1. Listen with careful attention to complaint, and do not interrupt
2. Emotionally contain customer prior to taking any course of action
3. Aggressiveness: It’s nothing personal
4. Accept that you encounter a complaint and assume that there is a problem
5. Clarify what the complaint is about and assure you have understood it
6. Verify that the complaint is valid
7. Take immediate action and explain the steps/procedure to the customer
8. When out of your reach, transfer to a higher-ranked representative

Methodology:

Group exercises
Case studies
Labyrinths

Duration:    

12 hours as two 6-hour or three 4-hour activities  

 

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