Course Objective

The statement that all delegates attending the course are salespeople already could be seen as contentious, but the course explains that the representation of company or product is the key element. The knowledge and information that you have gathered are the reasons why potential clients have visited your business, responded to your advertisements, telephoned for information or visited your website. It is the way in which you deal with these opportunities that the course will advise on.

This course is designed for people in the KBB industry that want to understand how the Customer Care and Relationship process can benefit their performance, profit and turnover through stronger client relationships.

 The objective is to highlight, and concentrate on the importance of good planning, preparation, appropriate use of CAD and will demonstrate and advise on quality negotiation techniques to ensure complete customer satisfaction.

 The sessions on body language will be particularly useful to all employees that are involved in face to face communication with clients. The “Wow” session will clearly demonstrate the opportunity to maximise profit and attract new business either directly, or by referral, through quality negotiation and customer satisfaction.

 The course has been approved by the NTG and qualifies for grants for any business that is registered and pays the training levy to the CITB.
 

Who should attend?

This course is ideal for designers, showroom staff, proprietors and installation managers wishing to maximise their sales opportunities and profit through tried and trusted customer care techniques.

It is also a focussed refresher for experienced personnel in the KBB retail sector.
 

Cost of course

 £145.00 per delegate including handout/support material

Group bookings available for 3 or more delegates at a rate of £120 per delegate
 

How to Order

Training courses can be booked online through www.planit.com/uk/training/courses

Or by contacting the Support Team on 01233 635533

Or by emailing the Support team via this link uksupport@planit.com

Please note that places are limited this year. If you would like to attend a future course then please register your details with the Support Team.
 

Course Content

9.15     welcome, registration and coffee

9.30     Objectives of the day

9.45     The “Customer Relationship” process

10.15   Skills and qualities

Break

11.00   Features and Benefits for customers

11.30   Customer aspirations (Buying motives)

11.45   Questioning technique (requirement identification)

12.15   Overcoming objections (satisfying needs)

12.45   Lunch

13.15   Buying signals

13.30   Negotiation (agreeing outcomes)

14.00   Body language

14.30   Closing techniques (requirement confirmation)

Break

15.15   “Wow” techniques (quality negotiation and discussion)

16.00   Review of course, discussion, and Action Plan

16.30   Close

What will you learn

Understanding the Customer relationship process

How Planit can help your sales

Develop natural Skills and Qualities

Essential Communication, listening and empathy skills

Buying Motives

Questioning Techniques

Handling Objections

Buying Signals

Negotiation

Body language

Closing Techniques

WOW Technique

And how to implement an Action Plan