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Training Course Summary:

Saying 'No' is particularly difficult when dealing with customers but there are occasions where this is the only sensible course of action. This course helps delegates manage customer's expectations and how objections can be handled in a positive way.

Who Should Attend:

Any front-line staff who wish to improve their customer handling skills

Training Course Overview/Content:

How to handle objections in a positive way
The ability to negotiate at all levels
To understand the importance of excellent customer care in a sales environment
Timetable

09:30 - 10:00 Coffee & Introduction

10:00 - 11:00 What Are Our Customers' Main Objections? What is the Best Way to Handle Them?

11:00 - 12:00 Handling Objections/Negotiating/Closing

12:00 - 13:00 Customer Care

13:00 - 14:00 Lunch

14:00 - 14:45 Customer Expectations

14:45 - 15:45 Role Plays

15:45 - 16:30 Effective Customer Care Letter Writing

16:30 Summary Action Plans Agreed