|
Wednesday, 20 April 2011 09:25 |
|
Course Description
The purpose of this seminar is to analyze the concepts of total quality and customer service, through experiential exercises and to present the opportunities that exist for optimizing the efficiency of its customers.
Who should attend the course?
The training program is aimed at all staff that comes into direct or indirect contact with customers (eg, Sales Managers, Commercial Managers, Sales Managers and Sales People).
Seminar’s program
1. Introduction, explanation of educational material and presentation of the program
- The concept of modern customer service
- The importance of our work as "service people"
- What do really customers want
- The benefits of service
- The value and characteristics of salesman
- The duties of Sales Manager
2. The ingredients of excellent service
- The process of service
- Think as a client
- The customer experience
- Create enthusiastic customers
- The steps to successful consultative selling
3. Knowing the customer
- The identification model
- Understanding of customer
- The golden rules to create relationships with your customers
- Workshop: Respond to your customers and satisfy their needs
4. Management of major clients
- Knowledge of major clients
- The requirements of major clients
- How major clients think
- The process of servicing a major client
- The closure of the commercial agreement
- The future of the relationship with major client
- The role of Sales Manager for large and important customers
5. The moments of truth
- How do customers judge a business
- The contact with a customer
- Workshop: what should or should not do in your relationship with the client
- The time pressure of the customer
- The hard times with the customer
6. Dealing with difficult situations
7. Topics
- Our team in a daily operation
- Performance - assessment of our work
8. Review Questions
|
Sales – Management 
