Location

Community Services & Continuing Education - Alexandria

Objectives

• This course aims to :• Analyze and respond to audience needs• Build a strong bond with the audience• Use logic, emotion, and credibility-based appeals• Design a compelling pitch• Have a good understanding of customer care issues • Develop a consistency of approach when answering the phone • Deal with customer enquiries in a friendly and professional manner • Deal with queries and difficult/demanding and angry customers calmly and efficiently • Develop an attitude of ‘ownership’ when dealing with customer queries

Outcomes

After attending our Sales & Marketing Course, delegates will be able to:• Understand why maintaining “open communications” is essential to allow the free exchange of ideas• Learn to establish trust • Understand the key requirements for open communication• Learn the negative actions that close dialogue• Learn the steps to active listening• Understand verbal and non-verbal cues• Learn to empower others using communication skills• Understand the need for setting communication goals• Understand what is required for us to be believed• Learn the steps of a persuasive communication / presentation• Develop the skills to effectively, and persuasively, present your proposals and idea• Learn how to secure “buy in” even before you present your plan or idea• Learn how to overcome obstacles to communication• Develop the skills to reduce and handle objections to your ideas

Course Contents

• Managing first impressions• Connecting with the audience• Designing sticky messages• Using the building blocks of persuasion• Using the persuasion “formula”• Closing the deal• Introducing your organization in a professional manner• Understanding the importance of customers to the organization• Essential telephone tips and building instant rapport with callers• Creating great first impressions• Listening skills and note taking• Inputting information and keep the flow of the conversation with the client• Asking for information in a calm, friendly and professional way• Questioning skills to uncover both facts and needs• Summarizing conversations and confirming details.• Maintaining client rapport, conveying support and building trust• Understanding customer ‘wants’ and ‘needs’• Managing customer expectations• How to give negative news in a positive way• Ways to handle abusive/hostile callers• Why customers complain – and how to please without