Course Content

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.

Delivery Information

Duration: 6 hours

Locations: State-wide

Investment

$395 TCCI member

$595 non-member

More Information?

Call 1300 559 122 today to discuss your training needs including on-site or customised delivery or email training@tcci.com.au

PLEASE NOTE:

If you would like to use some or all of your membership voucher on this course or you are a member and would like to be invoiced for training instead, you will need to contact the TCCI prior to booking on 03 6236 3600 or training@tcci.com.au

Terms and Conditions:

All events are subject to a minimum number of attendees. If minimum numbers are not met, any registered attendees will be offered a full refund or a transfer to another event.

Cancellations received less than 14 days prior to the event date may incur a full or partial loss of fees, however substitutions are always available. If cancelling within 48 hours of the event, no refund or transfer will be available.