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How to say 'No' and retain Customer Satisfaction
How to say 'No' and retain Customer Satisfaction
Training Description
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.The Course Suits
Any front-line staff who wish to improve their customer handling skillsTraining Benefits
- 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 Timetable
09:30 - 10:00 Coffee & Introduction
10:00 - 11:00 What Are Our Customers' Main Objections? What is the Best Way to Handle Them?
11:00 - 12:00 Handling Objections/Negotiating/Closing
12:00 - 13:00 Customer Care
13:00 - 14:00 Lunch
14:00 - 14:45 Customer Expectations
14:45 - 15:45 Role Plays
15:45 - 16:30 Effective Customer Care Letter Writing
16:30 Summary Action Plans Agreed
© PTP/501
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