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Course Summary
This full day course is a combination of Customer Service and Selling Essentials as well as Managing Difficult Customers. The workshop looks at how to maximise sales through identifying customer needs, and presenting information to encourage the sale. Content also covers strategies on how to deal with complaints and difficult customers.
This session provides a holistic approach to exceeding customer expectations in a service environment.
LEARNING OUTCOMES
Participants will develop a greater understanding of customer behaviours through the use of listening techniques and phrases to better connect with and understand their customers.
- Introduction to the sales Process
- Customer experience/perceptions
- Communicating with different Styles of behaviour
- Building the relationship
- Understanding customer needs
- Handling objections
- Closing the Sale
- Overcoming objections
- Product knowledge and features and benefits
- Why people complain/what makes customers difficult
- Three steps to dealing with complaints and difficult customers
- Ensuring positive interactions with customers regardless of level of difficulty
WHO SHOULD ATTEND?
This course is designed for anyone working in a service environment, dealing with customers, presenting and selling products or services.
Scheduled Course Dates
This course is offered 'on demand' or has variable costs and delivery features. Contact the Training Provider for further information and to enrol.
Need more information? Want to enrol?
contact training providerDisclaimer Training providers are solely responsible for the quality and accuracy of content about training courses listed on the Keystone website. Keystone Tasmania publicises this information in good faith as a service to industry practitioners. All bookings must be made directly with the training provider BEFORE applying for Keystone funding.