Objectives of the training
At the end of the course, your customer service team will be able to identify new customer opportunities and provide solutions in the form of customer benefits to close new sales.Targeted audience
All types of salespeople on the phone or remotely, customer service people, after-sales service people or anyone who wants to have an impact on their customer over the phone or by videoconference.Prerequisite
NoneTrainers
Benefits for Participants
Understand the impact of personal posture on the perception of customer relations.
Listen and understand the issues and motivations behind a request.
Handle customer frustrations and grievances.
Breaking bad news to a customer.
Saying no and dealing with difficult situations.
Course architecture
Semaine 1 : Lancement Dynamique
Kick-off :
Présentation du programme et du parcours
Exemple d’e-learning pour donner envie
Présentation de la consultante et tour de table des participants
Session de Questions/Réponses
Recueil des attentes
Semaine 2 : Apprentissages en Action
Modules e-learnings :
Mieux communiquer
Creuser la demande
Argumenter en bénéfices client
Gérer les situations de tension
Semaine 3 : Immersion collaborative
Journée de session collective :
Être proche du client
Apports complémentaires et mises en pratiques des éléments vus en e-learning au travers de jeux, situations métier et hors-métier
Jeu du Grand Défi en équipe
Matin :
Les bonnes pratiques pour être proche du client + mieux communiquer
Creuser la demande pour mieux comprendre les besoins clients (travail sur la forme et le fond)
Après-midi :
Penser et formaliser son argumentation en bénéfices clients
Mieux gérer les situations de tension
Échanges sur vos situations.
Pedagogical details
Training architecture
To move from best practices to personalized, customer-centricity, the “blended learning” pedagogical approach will enable you to approach best practices with e-Learning modules, transpose them into your reality with group sessions, personalize them with asynchronous exercises, and prepare you to improve your customer relations.
Type of training
Training Notes
kick-off (1h); 4 e-learnings “customer centricity” (2h); 2 group sessions (6h); Sales posture and techniques: 1 adaptive learning (1h); 2 e-learnings (1h); 1 group session (3h); 1 individual simulation with coach (1h)
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quotePrivate or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote