Behaviour and Effective Communication - Sales/Customer Service

Introduction

This course is aimed at staff that may have varying degrees of sales and customer service skills. The course will focus on generic human behaviour to assist participants to put the 'customers needs first'. We will work with 'people skills' and the ability to create rapport.

'People buy from people they like', this course will help participants to have a greater understanding of observable human behaviours and the need to match them in order to close more sales. An interactive course with, 'no role play'. Participants will be encouraged and guided on their interpersonal skills to assist their personal development and confidence.

Pre-requisites

The course is aimed at staff of all levels that have a direct or indirect, sales and customer service role. The course will utilise the concepts of DISC behavioural profiling however participants are not required to complete an individual report.

Course Content

Behaviour

• Understanding human behaviour 'colours'
• Predicting dominant behaviours
• Identifying and developing a self awareness

Communication

• The communication process explained
• Awareness of NVC's, tone intonation and words
• Understanding body positioning
• Active listening skills

Presenting

• Presenting information simply
• Communicating your service uniqueness

Generic sales skills

• Qualifying customers
• Prioritising customers needs
• Demonstrating products and services to customers
• Dealing with common objections

Asking Questions

• How to ask questions effectively
• How to ask for a sale

Dealing with situations

• Dealing with conflict
• Understanding customer values
• Answering awkward questions

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