HRDF SBL-CLAIMABLE

INTRODUCTION

This Neuro Linguistic Programming course is focused on taking participants’ existing sales and customer service skills to the next level or as a building block in sales and customer service expertise for new hires. Building on their experience as sales or a customer service front liners and knowledge of the sales and customer service process and skills, this course will help participants understand the principles of NLP and how they enhance the selling and buying, as well as customer service experience. For new hires, it gives them a base skill to polish and improve with experience.

Delegates will be able to utilize profiling tools, sales and service techniques using AIDA approach and NLP communication models for developing enhanced rapport with buyers and customers, truly understanding the client’s needs and making it easy to sell and service them meaningfully, whilst adopting the mindset and attitude of high performing sales and customer service people.

OBJECTIVE

By the end of this two-day course, the participants will be able to:

• Learn the distinction between traditional selling/customer service vs relationship & consultative selling/customer service.
• Build a customer focused mindset.
• Apply effective communication skills in relationship and consultative selling and servicing.
• Gain insight and apply DISC© tool profiling tool to build relationship and consulting customers.
• Learn and apply the art of building rapport with customers.
• Learn and apply basic negotiation skills in consultative selling/servicing.
• Build confidence and skill in managing difficult situation in consultative selling/servicing

COURSE CONTENT

Module 1: Program Overview & Mindset to Relationship and Consultative Selling/Customer Service

• Traditional VS Consultative and Relationship Selling Methods
• Mindset to Relationship Selling

Module 2: Speaking the Customer Language with DISC© Tool

• When Do We Communicate?
• Communication Model
• DISC© Profiling

Module 3: The Art of Rapport Building

• Rapport is Power
• Mehrabian Model
• How to Read Non-Verbal Communication
• 6 Steps to Active Listening
• Personal Space
• Rapport Skills
• Eye Accessing Cues

Module 4: Questioning Skills

• Probing Questions
• Chunking Up and Chunking Down

Module 5: Introduction to Negotiation Skills

• You as the Negotiator
• First Impressions in Negotiating
• 6 Paradigms of Human Interaction In Negotiations
• Negotiation Mindset
• Understanding Negotiations
• 10 Closing Techniques In Negotiations

Module 6: Consultative Selling with AIDA Approach

• Customer Motivation
• Attention, Interest, Desire, Action (AIDA Approach)
• 5 Buying Decision

Module 7: Managing Objection with ADR Approach

• Conflict and Cause
• Stages of Conflict
• Acknowledge, Diffuse, Respond (ADR Approach)

Module 8: Handling Difficult Situations

• Managing Difficult Customers
• Handling Difficult Situations

WHO SHOULD ATTEND

This sales training is suitable for both new hires and experience sales/customer service personnel who are looking to build a solid set of skills to conduct Relationship and Consultative Selling/Customer Service Skills.

TRAINING INVESTMENT

RM 1,420 per participant for 2 days (include Lunch, Tea Breaks, Course Materials & Certificate of Completion)

Early Bird (before 14th Sept ‘17) – RM 1,320

Group Discount (3 or more) – 10%

Register HERE
Download Brochure HERE