Proactive Service, Tips for Servicing and Retaining Clients
DESIGNED FOR: Client Relations Specialists, Customer Service Administrators, Sales Managers and Sales Representatives who deal with clients on a daily basis.
RESULTS: After this programme, you will: Promote, administer or sell products and services that meet the needs of your clients and increase your client base
CONTENT: This programme reviews key concepts for focusing on clients’ needs and maintaining long-term client relationships
Module 1: Communication Principles and Styles
Ø Frames of references: their impact on how we send or receive information
Ø Overview of “Communication Styles” and their impact on how we deal with clients. Tailoring your e-mails to match the style of your clients
Ø “Are you Visual or Auditory?” – How does this affect your clients?
Ø Communication Components: the message is not only in the words!
Module 2: Fundamental Selling/Service Skills and Attributes
Ø Clients’ expectations and needs: the diversity factor
Ø Gaining clients’ trust
Ø Needs vs. Benefits: what does the client really want?
Ø Fundamental Selling/Service Skills: Focusing on the client, Earning the right advance, Involving the client, Questioning, Listening
Ø Skills practice exercise and diagnosis on effective questioning and listening
Module 3: The Seven-Step Process
The Seven-Step Process for face-to-to face interactions
Ø Greeting the client and establish rapport
Ø Identifying the client’s needs (effective questioning & listening)
Ø Satisfying the needs (providing information, describing products and services using F-A-B statements, processing a transaction, etc.)
Ø Handling objections effectively and confidently
Ø Suggesting other products or services that may be of value to the client
Ø Closing the meeting in a positive manner
DURATION: One day
Ø Follow up and follow through