Course description
How to say 'No' and retain Customer Satisfaction
Saying 'No is particularly difficult when dealing with customers but there are occasions where this is the only sensible course of action. This course helps Participants manage customer's expectations and how objections can be handled in a positive way.
This How to say 'No' and retain Customer Satisfaction course is available throughout the UK.
CPD Value 5.5 Hours
Outcome / Qualification etc.
- How to handle objections in a positive way
- The ability to negotiate at all levels
- To understand the importance of excellent customer care in a sales environment
Training Course Content
- 09:30 - 10:00 Coffee & Introduction
- 10:00 - 11:00 What Are Our Customers' Main Objections? What is the Best Way to Handle Them?
- 11:00 - 12:00 Handling Objections/Negotiating/Closing
- 12:00 - 13:00 Customer Care
- 13:00 - 14:00 Lunch
- 14:00 - 14:45 Customer Expectations
- 14:45 - 15:45 Role Plays
- 15:45 - 16:30 Effective Customer Care Letter Writing
- 16:30 Summary Action Plans Agreed
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Reviews
Expenses
Fee includes all course materials, Participant packs, certification and lunch
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PTP: Practical Training for Professionals - leading provider of sales and management training in the UK
PTP - Practical Training for Professionals, have been delivering practical, hands-on training courses to professionals in the UK since 1991. PTP provide training course in several formats: in-house training, on a 1-2-1 basis or as public courses in more venues...
Very enjoyable and relevant course.