Get insight into how to work effectively in customer service!

In these private 2-hour sessions, you'll learn how to communicate with customers regarding their questions and concerns. You'll explore how to understand the customer's perspective and help them come to a resolution.

Choose between one of the following per booking:

• 2-session Option: Tele-Marketing and Customer Handling via Phone (4 hours)
  • Recommended for working professionals
• 3-session Option: Sales and Customer Service (6 hours)

• Tele-Marketing and Customer Handling via Phone:
  • How to communicate clearly through the phone
  • How to empathize with the customer
  • Identifying 5W’s for a better solution
  • Steps to grab the attention of the customer
  • Explore possible situations
  • Do’s and don’ts of the phone
  • How to help the customer and customer service achieve their goals
• Sales and Customer Service:
  • Professional selling:
    
    • Introduction and principles
    • Professional selling skillset and mindset
    • Activity: The Perfect Salesperson
  • Module 1: The Professional Selling Skill Set
    
    • Controlling a conversation
    • Using the power of questions
    • The OPEN question selling technique (Operational, Probing, Effect and Nail-Down questions)
  • Module 2: Listen and know your FAB (Features, Advantages, Benefits)
    
    • The importance of listening
    • Features, advantages, and benefits
    • Customer-specific benefits
    • Identifying customer's decision criteria
  • Module 3: Handling Objections and Closing the Sale
    
    • Types of objections
    • The APAC objections to the handling model
    • Handling the most common objection - "Price"
    • 9 closing techniques

About the Instructor:

Krishna Prasaad is an experienced corporate trainer, speaker, calligraphist, and communication specialist. He is associated with many MNCs and educational institutions. His experience and association with various fields help him manage people and their behavior effectively. This means that he has excellent interpersonal skills and is able to communicate anything coherently.