This two day customer service training program is designed specifically for retail front line sales agents to equip them with the needed customer service excellence foundation to engage better with customers, portray energy and commitment as well as clearly understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication. Delegates will learn how to manage challenging customer interactions and relationships to deliver outstanding service.
Duration Learning Credits
2 days – 16 hours of 16 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: AUD 1695.00
Regular Price: AUD 1795.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: AUD 1295.00
Regular Price: AUD 1495.00
Private Group/ In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
Module One: Customer Motivation:
● Discover what customers say about what matters to them in receiving great service.
● Link what customers value to what successful retail agents need to be.
● Understand that customer behavior is influenced by both logic and emotion.
● Explore the logical and emotional motivators of buying from you / using your service.
Module Two: Rapport = Results:
● First impressions.
● Explore the attitudes and knowledge of successful retail agents.
● Explore the skills of successful retail agents.
● Discover how the program will develop retail agents to deliver great sales/service.
● Sharpening your rapport.
Module Three: Non-Verbal communication:
● Understand the elements that make up total communication.
● Discover some truths and myths about body language.
● Demonstrate body language that engages others.
Module Four: Language of influence:
● Language that engages others.
● Language that influences others.
● Push Vs Pull influencing techniques.
● Five basic communication principles.
● Focus on Behavior NOT personality.
● Being specific.
● Use the power of questions.
● Listen Actively.
● Communicate assertively.
Module Five: High Intensity interactions:
● Understand that intensity comes from emotion.
● Explore ‘ What response am I looking for’.
● Develop two different diffusion techniques.
● Apply and practice.
Retail Sales Professionals
After completing this course, delegates will be able to:
● Link what customers value to what successful retail agents need to be.
● Understand the importance of making a great first impression.
● Demonstrate body language that engages others.
● Understand that intensity comes from emotions.
● Develop different diffusing techniques for dealing with customers showing strong emotions.