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