(只提供英文版本)
From Objection & Complaints to Successful Deal
TRAINING OBJECTIVES
By the end of the workshop, participants should be able to:
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Enhance their understanding of customer psychological & behavior needs, and the causes of objection by customers;
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Communicate with customers effectively;
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Manage their emotion properly during the course of sales;
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Overcome objections in sales successfully; and
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Handle customer complaints effectively.
TARGET PARTICIPANTS
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All frontline sales staff
CONTACT US
Please direct your enquiries to us via the following contact numbers or email:
Tel: (852) 2781 3536
Mobile: (852) 5546 9491
Fax: (852) 2781 3773
TRAINING CONTENTS
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Psychological & behavior needs of customer.
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Causes of objection by customers.
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Emotion Management & Communication (in Empathetic Listening & Response).
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Tactics to overcome objection by customers.
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Golden rules of complaint handling.
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Complaint handling skills.
TRAINING APPROACH
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Highly interactive
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Experiential learning
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Diverse training methods
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Both theoretical & practical
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Full participation of trainees
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Learning by self-reflection
