Developing Excellent Selling & Customer Service Skills For Retail Outlets

Quorse - Your Training Wholesaler

  • Enjoy discounts up to 60% off!
  • Chat with us Live to get a Quotation to see it for yourself!
  • All courses are HDRF Claimable

Private Class from

2700/day

(2 Days)

BENEFITS

Upon completion of this program, participants will be able to:

  • Understand the importance of excellent customer service for frontliners
  • Master the skills of putting customers at ease
  • Build trust and relationship with customers
  • Help to identify customers' needs
  • Apply effective after sales service skills
  • Solve challenging service issues and problems
  • Build long term relationship and customer loyalty
  • Improve the company's image as a service oriented organization
  • Master professional communication skills
  • Learn effective presentation skills
  • Learn practical grooming skills
  • Master professional sales processes

INTRODUCTION

The purpose of this program is to impart necessary professional selling skills, customer service and interpersonal skills to staff of retail outlets who need to service walk-in clients, internal and external customers. Emphasis will be on the methods and techniques in providing excellent customer service, selling and interpersonal skills to win the heart of customers. They will also learn professional methods to deal with difficult customers and challenging situation.

AUDIENCE

Frontline Managers / Executives, Customer Service Managers / Executives, Public Relations / Marketing Executives, Secretaries / Personal Assistants, Receptionists and Call Center Personnel

METHODOLOGY

This stimulating program will maximize understanding and learning through lectures, discussions case studies and practical activities.

DEVELOPING EXCELLENT SERVICE MINDSET & ATTITUDE
  • Your Attitude Determine Your Altitude In Service
  • Develop Excellent Service Mindset (E.S.M)
  • The Qualities Of An Excellent Service Advisors
  • Understand The Principle Of 90/10 In Service
UNDERSTANDING CUSTOMERS’ EXPECTATION AND MEET THE THEIR EXPECTATION
  • Customers’ Complaints = Customers’ Expectation Not Met
  • Customers Always Expect TREATS (Trust /Responsive / Empathic /Assurance / Tangible
  • Customer = Revenue = Jobs
  • Evolution Of Customer Service Now And Then
  • How To Meet Customer’s Expectation
HOW TO SHOW EMPATHY TO CUSTOMERS
  • Master The Effective Questioning Skills
    • Factual Question
    • Feeling Question
  • Listening Skills
    • Listen To Understand And Not To Answer
    • Listen To Show Empathy
  • Understanding Customers’ Emotional And Logical Needs
HANDLING DIFFICULT /CHALLENGING CUSTOMERS
  • Who Are Difficult Customers
  • What Make Customers Difficult
  • How To Manage Difficult Customers
  • Being Patient Is The Highest Form Of Persuasion
  • How To Use L.A.C.P.A
  • (Listen/Acknowledge/Clarify/Provide Answer/Ask For Agreement)
  • How To Say “No” Professionally
HOW TO SELL EFFECTIVELY
  • Understanding The Retail Selling Process
  • The Qualities Of An Excellent Sales Consultant
  • How To Talk To Customers And Make Them Buy

Trainers