Course Details

Intensive training is provide on Sales and Marketing by the institution. Attention and care on growing the skills of each student is given dedicatedly. The course contents are as follows:

• Finding out what your customers want and need and putting it first
• Making the customer feel special and valued
• Positive words, tone and body language is the impression you create
• Establishing rapport with customer
• Asking the right questions – TED technique
• Showing real empathy – ensuring the customer feels listened to
• do and don’t in customer service
• Showing a ‘brand’ image
• Using C.A.R.P system to resolve customers’ complain
• Giving ‘bad news’ and saying ‘no’ constructively
• Defusing a difficult situation
• Demonstrating empathy – exploring options and alternatives
• Balanced behavior responses
• Acting on feedback from customers
• How to generate customer loyalty
• Improving the brand experience
• What do your customers think about you and your organization?
• Extremes of behavior – aggressive, sociable, cautious
• Understanding behavioral change
• Managing customer complaints
• Managing extremes of behavior
• Managing your emotion and your customer’s emotion
• Managing angry and abusive customers and staying calm under pressure
• Using the complaint to re-shape the ‘customer experience’
• Genuine, sincere and proactive customer service