Building Customer Relationships that Count

Workshop Overview

The primary goal of this training is to provide the necessary skill sets to effectively build solid customer relationships. This is achieved by enabling the participants to have value added conversations with their customers, ask more effective questions, build rapport and trust, and increase their comfort in having productive discussions with decision makers. This, in turn, will be a contributing factor to increased customer retention and sales.

Who Should Attend

This program is designed for people who have the responsibility of selling the company’s products and services and of building profitable relationships. This will include Sales Representatives, Customer Service Representatives, Senior Management and Middle Management.

What You will Learn

Participants will:

• Differentiate between a satisfied customer and a loyal customer.
• Establish common ground with the customer to enhance the relationship. They will like you, trust you and continue to be loyal to you.
• Define what ‘value added’ conversations mean.
• Define what it means to take a ‘consultative’ approach in order to proactively understand the needs of the customer and to match the needs with the right product offering.
• Understand the differences between open-ended and closed-ended questions and identify effective questions that engage your customer in conversation beyond the ‘friendly chats’.
• Discuss how to turn a customer complaint into a productive situation and a satisfied customer through the use of ‘Relationship Responses’.

After the Workshop, You'll Be Able To:

• Effectively and proactively build profitable and loyal relationships with your customers.
• Engage customers in meaningful and value added conversations.
  

Other Features

Maximum class size is 15.

This enjoyable, valuable, interactive seminar is facilitated using large and small group exercises, fun activities, skills practices, and individual work.

Contact Us

If you have a question or would like to talk with us about your training project, please contact us.