customer interpersonal and communication skills-凯发k8国际首页登录

training background

interpersonal communication skills training is conducted in two aspects: interpersonal communication and communication skills. through training, internal communication and customer communication skills can be improved, so as to improve the communication style of the whole enterprise and enhance the competitiveness of the enterprise.

training object

middle and senior management, sales director, sales manager, sales personnel and customer management personnel of the enterprise

training income

1. select suitable target customers and establish long-term and reliable customer relations;

2. quickly establish an effective communication mode with customers through win-win communication skills.

training outline

1、 basic concept of value sales

1. nature of customer relationship

2. underlying logic of value sales

2、 customer analysis and classification

1. abc classification

2. clp classification

3. rfm classification

3、 classification of suppliers by customers

1. classification of customer needs (business to business)

2. classification of relationship between customers and salespeople (individual to individual)

4、 establish accurate customer relationship

1. improve customer share

2. lifetime value of customers

3. establish learning relationship

5、 strategies to improve customer satisfaction

1. indicators of customer satisfaction

2. monitoring method of customer satisfaction

3. methods to improve customer satisfaction

6、 strategies to improve customer loyalty

1. indicators of customer loyalty

2. relationship between customer loyalty and satisfaction

3. strategies to improve customer loyalty

7、 customer role analysis

1. customer portrait

2. five functional roles of customers

3. four relationship roles of customers

8、 customer's personality analysis

1. classification of four customer personalities

2. identification and judgment methods of customer's personality

3. communication skills of customers with different personalities

9、 thinking mode of interpersonal communication

1. four thinking modes of interpersonal communication

2. win win thinking strategy

10、 handling objections in customer relations

1. reason analysis of customer's objection

2. steps for handling customer objections

  noa|挪亚2022年课程计划.pdf