Sales and Customer Service Development Program
5 DaysSales and Customer Service Development Program
Course Methodology
<p>In addition to the rick material and engaging exercises, the course relies on working with real life sales and customer service situations. Participants will have a chance to work through different role play techniques where they explore scenarios related to dealing with customers, negotiating with them, resolving conflicts and building relationships.</p>
Course Objectives
By the end of the course, participants will be able to:
- Develop the right personal habits to optimize selling effectiveness
- Apply the different steps of the sales process and identify the need for each step
- Create objectives to maximize internal and external customer satisfaction
- Define and understand the different sources of conflict
- Identify personal conflict resolution styles
- Manage conflict in teams and engage in effective team problem solving
Target Audience
The course is designed for sales professional, customer service representatives, managers and supervisors who deal with customers daily or strategically, and who are keen on improving their performance by taking their customers to higher levels of satisfaction, by applying the latest sales and customer service tools.
Target Competencies
- Customer relationships
- Sales competence
- Decision making
- Understanding of prospects’ motivation
- Time management and self-organizing
- Managing conflicts
- Emotional intelligence
- Negotiating
- Communication Skills
Course Outline
- Day 1
- The changing sales environment
- The new sales competencies
- Behaviors, characteristics and skills of contemporary sales professionals
- Preparation and self-organization
- Personal management
- Time management and self-organization
- Developing strategies for sales success
- A quick review of the sales process
- From prospecting and qualifying to product knowledge to securing a deal
- Business negotiations skills
- The six elements of successful sales negotiations
- The power of questioning, probing
- Managing the customer relationship
- Basics of building customer relationships
- The essence of attitude in relationship building
- The art of sales communications
- Influencing sales outcomes
- The changing sales environment
- Day 2
- Appreciating the customer
- The internal and external customer
- Importance of the internal customer
- Customer service as a strategic imperative
- From ‘suspect’ to ‘partner’
- The 'KANO' model
- ‘Basic’ attributes
- ‘Performance’ attributes
- ‘Delight’ attributes
- The customer centric organization
- Customer service as a strategic imperative
- Understanding your customers
- 'RATER' in depth
- Customer complaints and service recovery
- Symptom versus cause
- Root cause analysis
- Failures do happen
- The recovery paradox
- The ‘WOW!’ factor
- Service Level Agreements (SLAs)
- KPIs for customer service
- Appreciating the customer
- Day 3
- Effective communication
- The 4 principles of interpersonal communication
- Elements of the communication process
- Communication delivery aspects – the external and internal perspectives
- A quick view on communication barriers
- Communication and active listening
- 3 aspects of active listening
- Active listening skills inventory
- Using different questioning techniques
- Communication and conflict management
- Definition of conflicts
- Sources of conflicts
- Conflict management styles
- Thomas Kilmann conflict resolution mode instrument
- The use of emotional intelligence in conflict management
- Working effectively with team members
- Managing emotions, information and problems
- Tips for effective day to day conflict management
- Effective communication
Mawred Certificate
Mawred Certificate courses by Al mawred Training & Consulting are designed for those willing to challenge themselves and go the extra distance...
Whats Makes EuroDXB Institute Courses Unique?
EuroDXB Institute is your gateway to professional growth, with over 20 years of experience turning potential into success. Each year, we deliver over 1,000 courses in 50+ countries, earning a stellar 98% satisfaction rate. Trusted by global giants like BP, the United Nations, and HSBC, we partner with top certification bodies to provide career-focused training that empowers individuals and drives organizational breakthroughs. Our mission? To transform the way professionals learn and grow in today’s fast-changing industries. Through expert insights, cutting-edge methods, and hands-on approaches, we equip you with the skills and confidence to tackle challenges, seize opportunities, and thrive in your career.
Led by a passionate leadership team and supported by a network of world-class trainers, EuroDXB Institute connects professionals worldwide with life-changing opportunities. We are committed to excellence, ensuring every participant leaves with the tools, expertise, and confidence to conquer an ever-evolving world.
Classroom Schedule
Virtual Schedule
We can customize this training course for you!
At Al Mawred, we offer customizable courses designed to fit your specific needs. Whether it's refining technical practices or enhancing leadership and management skills, we tailor our programs to meet your unique goals and challenges. Let us create a training solution that delivers real results for your team.
Request for In-House TrainingReady to advance your career?
Join thousands of professionals who have already enhanced their skills with EuroDXB Institute.
Register for this course