How to say No and retain Customer Satisfaction
Course Code: MPDSNRCS
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
Saying 'No' is particularly difficult when dealing with customers but there are occasions where this is the only sensible course of action. This course helps delegates manage customer's expectations and how objections can be handled in a positive way.
Prerequisites
Any front-line staff who wish to improve their customer handling skills
Delegates will learn how to
- How to handle objections in a positive way
- The ability to negotiate at all levels
- To understand the importance of excellent customer care in a sales environment
Course Outline
- What Are Our Customers' Main Objections? What is the Best Way to Handle Them?
- Handling Objections/Negotiating/Closing
- Customer Care
- Customer Expectations
- Role Plays
- Effective Customer Care Letter Writing
- Summary Action Plans Agreed