Dealing with Problems in Marketing

06-09-2020 - 10-09-2020 3300 أبوظبي


Course Introduction:

The Sales, Marketing, customer care Skills Training program is designed for individuals who want to gain a thorough understanding of the principles and practice of marketing and sales.

Course Objectives:


The specific objectives of this unique experience are to help you:

·         Ideally suited for sales and business development executives, this course offers a superb grounding in the practice of these two disciplines.
Sales, Marketing, customer care are important skills which allow you to engage with all types of people and buyers.

·         Marketing provides you with the skills to increase brand awareness, develop your target market, as well as create the necessary leads and enquiries through targeted marketing campaigns.

·         The key to success in any business is sales and during the course there is a strong focus on developing your sales skills, so that you can apply what you learn to your current position.

·         Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits

·         Build a customer focused culture


Who Should Attend?

Experienced Marketing, sales, and customer care professionals interested in further increasing their marketing and sales skill levels.


Course Outline:

Section 1: Marketing

  • Introduction to Marketing
  • Marketing environment
  • Macro and Micro Environment
  • Consumer buyer behavior
  • Market research process
  • The Marketing mix,
  • Market Segmentation, Targeting Consumers
  • Positioning Products & Brands
  • Market segmentation, targeting and positioning
  • Developing a marketing plan
  • Product & Services Branding
  • Consumer-Brand relationship
  • Brand equity and value
  • Pricing decisions
  • Developing and implementing marketing programs
  • Internet: Managing & Marketing web-sites
  • Cyber Marketing
  • Direct Marketing, Sales Promotion, Customer Service
  • Marketing Distribution and channel decisions
  • International Marketing

Section 2: Sales

  • Managing a sales territory
  • Identifying and targeting new business
  • Personal selling, Identifying and targeting new business
  • Exploiting new areas of opportunity
  • Defining call objectives, Time/territory management & Journey Planning
  • Planning and prioritize meetings
  • Sales Milestones, Identify various milestones that lead to your objective
  • Sales Situations & Selling Styles
  • Sales Strategies, Self-Analysis
  • Sales Preparation & Research
  • Information Gathering - Questioning Techniques
  • Sales presentation skills and stages in the sales process
  • Structured Sales Model
  • Sales People with the wrong approach
  • Getting Attention & Opening the call
  • Prospecting and Business development
  • Sales presentation skills and stages in the sales process
  • Opening the Call, Investigating customer needs – asking the right questions
  • Use effective questioning and listening techniques to uncover customer needs
  • Analyzing your Offer, How to answering customer objections

Section 3: Customer Care

The business case for customer service excellence

  • Why excellence in customer service is a hot business boardroom issue
  • Understanding what your customers expect
  • Benchmarking for competitive success
  • Meeting and exceeding changing customer expectations
  • Assessing your organizational culture for customer service focus
  • Core foundations for building a customer centric culture
  • Overcoming obstacles to customer service excellence

Improving customer service standards

  • Showing your customers you are serious about providing customer service excellence
  • Resolving customer service challenges positively
    • The six hats problem solving approach
    • Shifting perceptual positions
    • Resolving complaints, disputes and conflict
    • Role modeling top performers in customer service.
  • Moving closer to the customer - rapport skills to build better relationships


Course Methodology:


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


Course Fees:


This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.


Course Timings:


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



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