Client reception

OBJECTIVES OF THE SEMINAR
  • To improve the quality of the reception of clients, as well as customer service in general
  • To develop a true feeling for the customer
  • To help participants establish a confidential relationship with the clientele through increased professionalism
  • To help them to adapt their style to different customer profiles and manage the relationship in a harmonious way
  • To teach them to optimise each contact
PROGRAM OF THE SEMINAR
  • The key role of staff members in contact with our clientele.
    • What has changed in the attitudes of the actual buyer today
    • How to adapt to these changes
    • The conditions of success
  • How to improve customer service and reception
    • The quality expectations of clients today
    • Analysis of our strengths and weaknesses
    • Which attitudes and behaviour to adopt and develop
  •  “Feeling the customer”: an absolute priority
  •  How to listen
  • How to diagnose true sales opportunities and how to propose solutions in function of the clients’ needs
  • How to establish a privileged and durable customer relationship
  • How to inform clientele efficiently
  • Principal rules to observe in order to ensure an efficient welcome, a good reception and service that clearly differentiates from our competitors
  • The art of communication
    • Mechanisms of communication
    • The most important obstacles to communication.
    • Perception differences
    • The importance of non-verbal communication.
    • Active listening.
    • The art of asking the right questions.
    • The importance op open-ended questions
    • Empathy
    • Checking message comprehension
    • 10 ground rules for effective communication.
  • Sales techniques for proposing and enhancing the value of service
    • Sales psychology
    • Essential phases of the sales encounter
    • Opening the dialogue
    • Analysing the needs of the client
    • Argumenting in function of the clients’ needs
    • Handling objections
    • Techniques for closing the sale
  • Handling complaints
  • Summary and conclusion