Back to Search Results

Training Course Summary:

This programme is designed to help participants focus on client issues and understand how to develop customer relationship skills to maximise business potential. They will be able to develop professional and deeper relationships with all levels of customers – from Board and Strategic Managers to anyone dealing with your service within your organisation

Who Should Attend:

All support and non-sales staff who deal with customers either in a support, consulting or delivery capacity.

Training Course Overview/Content:

Introduction & Objectives

Building powerful relationships
• Understand your personal style
• Appreciation of other peoples’ styles
• Building rapport
• First impressions
• Maintaining relationships

Motivational factors
• Identify requirements from the customer’s perspective
• Overcoming your limitations and issues

Developing opportunities
• The sales process– how people buy
• Identifying business needs and issues
• The support person’s role in the sales process
• Influencing skills

Identifying client issues
• Questioning techniques
• Listening techniques

Communication Skills
• Presenting complex solutions
• Positioning services to address business issues
• Presentation of your solution

Awareness of customers situations
• Judging reactions
• Dealing with difficult situations
• Dealing with difficult or demanding people
• How to adapt your style confidently and effectively

Maintaining customer relationships
• How to keep relationships going
• Working strategically with colleagues
• Effective communication– face to face, telephone, email, proposals, letters etc.

Review of Programme