Sales, Marketing & Customer Care
22-04-2024 - 26-04-2024 | 3300 | دبي |
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Whether working face-to-face with customers or reaching out to clients through sales and marketing, employees are responsible for how an organization is perceived. From customer service and sales training to e-Business and online marketing are focused on helping employees drive results.
Anyone working in Sales, Marketing & Customer Service Executives.
o Help.
o Respect and appreciation.
o Comfort, compassion and support.
o To be listened to with empathy
o Satisfaction.
o Trust and reliability.
o A friendly, smiling face.
o Understanding.
o To be made to feel important.
o A quality product or service at a fair price.
o Taken seriously.
o Guaranteed immediate action.
o Assured the problem will not happen again.
o Compensated in some way
o Greet him
o Value him
o Help him
o Listen to him
o Invite him back
o Greeting
o Body
o Closing
o Ask for suggestions.
o Gather all the information before offering solution.
o Before agreeing to the solution use a trial close.
o Manage the customer expectation.
o Close the call
o Complaining customer.
o Mistaken customer.
o Critical customer.
o Abusive customer. (Offensive-Rude-Violent)
o Pace
o Inflection
o Intensity
o Volume
o Attitude
o Hold
o Transfer
o Call back
o Pitfalls: are the issues that are not get in the way of good customer service
o Saying “I don’t know”.
o Debate with the customer.
o Getting defensive.
o Agreeing with a customer’s negative viewpoint.
o Avoiding responsibility.
o Losing trust in your company.
A variety of methodologies will be used during the course that includes:
· (30%) Based on Case Studies
· (30%) Techniques
· (30%) Role Play
· (10%) Concepts
· Pre-test and Post-test
· Variety of Learning Methods
· Lectures
· Case Studies and Self Questionaires
· Group Work
· Discussion
· Presentation
This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.
Daily Course Timings:
08:00 - 08:20 Morning Coffee / Tea
08:20 - 10:00 First Session
10:00 - 10:20 Coffee / Tea / Snacks
10:20 - 12:20 Second Session
12:20 - 13:30 Lunch Break & Prayer Break
13:30 - 15:00 Last Session