Our Programs

Sales & Marketing

Notes: (B) - Basic, (I) - Intermediate

1. Customer Service Skills - 1 Day, Anyone, (B) and (I)

Synopsis:
Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.

Program Benefits:
This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. It introduces delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

Workshop Objectives:
  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers' needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Notes: (B) - Basic, (I) - Intermediate

2. Global Customer Care Professional - 1 Day, Experienced in Customer Service, (A)

Synopsis:
Satisfying customers' needs is an important objective of any organisation irrespective of whether it is for-profit or non-profit. To do that, a company needs to create customer loyalty where customers can rely on the brand which will satisfy their needs. To create loyal customers, you need strong customer care which is what this course is about.

Program Benefits:
Customer service is an art and much of it relies on good communication skills and emotional intelligence. These skills and knowledge also adds to their confidence which in turn helps them to provide a better service and thereby standing out from the competition.

Workshop Objectives:
  • Customer Service Principles
  • Questioning Techniques
  • Emotional Intelligence
  • Customer Service Skills Handling Difficult Customers
  • Customer Service Scenarios& Case Studies
  • What does it mean to handle a customer professionally?
  • Handling Complaints
  • Telephone Skills
  • Body Language

Notes: (B) - Basic, (I) - Intermediate

3. Handling Customer Complaints - 1 Day, Anyone, (B) and (I)

Synopsis:
Complaint handling is an essential and useful skill. Whether it is your customer who is complaining, or your client, supplier or even your colleague, you have a great opportunity to see yourself from another’s point of view.

Program Benefits:
The feedback received from others perspective can prove to be invaluable and the handling of such criticism can do wonders for the image and productivity of your business. It is often said that the way you handle a complaint is far more important than the solution you provide. There is also an increased likelihood for your customers to spread the word and let others know about your great service.

Workshop Objectives:
  • Nature of Complaints
  • What is Active Listening?
  • How does Active Listening help you handle complaints better?
  • Handling Complaints
  • What are the best strategies to deal with each type of complainers?
  • Complaint Handling Scenarios
  • What to avoid when handling complaints to reduce the likelihood of confrontations?
  • Assertiveness Skills
  • What is assertiveness?
  • Body Language

Notes: (B) - Basic, (I) - Intermediate

4. Overcoming Sales Objections - 1 Day, Anyone, (B) and (I)

Synopsis:
Experiencing a sales objection can be a disheartening event. Through this course your delegates will learn how to eliminate the objection and push through to get that sale.

Program Benefits:
Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit. Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients.

Workshop Objectives:
  • Understand the factors that contribute to customer objections.
  • Define different objections.
  • Recognize different strategies to overcome objections.
  • Identify the real objections.
  • Find points of interest.
  • Learn how to deflate objections and close the sale

Notes: (B) - Basic, (I) - Intermediate

5. Marketing Basics - 1 Day, Anyone, (B) and (I)

Synopsis:
Marketing is an essential element for every business. Delegates will be given an introduction to marketing and its benefits.

Program Benefits:
This course will provide the basic knowledge to your delegates, and give them the ability to build and grow your business. Marketing has changed a lot recently and having a new perspective will give your participants the needed information to assist them in their marketing decisions.

Workshop Objectives:
  • Define your market.
  • Know the different types of marketing and ways to use them.
  • Learn effective ways of communicating with the customer.
  • Know how to set marketing goals and strategies.
  • Recognize common marketing mistakes and know how to avoid them.

Notes: (B) - Basic, (I) - Intermediate

6. Sales Fundamentals - 1 Day, Anyone, (B) and (I)

Synopsis:
Sales skills have become a vital part of any successful business and organization. Whether you are directly involved in sales as a salesperson or the production of products or services, knowing how to sell is an incredibly useful skill.

Program Benefits:
This course introduces traditional and modern selling techniques and prepares the delegates for a variety of sales environments from retail and customer facing selling. It contains exercises, role-plays, and guidelines to help the delegates master the sales skills during the course and start applying their newly acquired knowledge to their professional lives straight away.

Workshop Objectives:
  • Understand the language of sales
  • Prepare for a sales opportunity
  • Begin the discussion on the right foot
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect board

Notes: (B) - Basic, (I) - Intermediate

7. Telephone Skills for Better Sales & Service

Synopsis:
Phone conversations deny us the benefit of making eye contacts or observing others body language to make our interaction more effective. Therefore it is of outmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.

Program Benefits:
The rise of telephone services provided in global call centres and the expectation of consumers to get a good service no matter where they call has resulted in an ideal “etiquette”. This course on mastering the art of professional phone conversations is suitable for Employees, Call Centre Staff, Customer Service Personnel and anyone who uses phones regularly.

Workshop Benefits:
  • How to Serve People on the Phone
  • How to Establish Rapport
  • How to be emotionally skilled
  • How to Obtain Information
  • How to Provide Information
  • How to Hold Telephone Conversations
  • How to Control Your Tone and Your Content
  • How to Deal with Common Scenarios
  • How to Listen

About Business Synergy Asia

Training, coaching and preparing the next generation of our children to become powerful leaders.

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Our Location

Business Synergy.

Suite 10C-1 Faber Plaza,
Jalan Desa Jaya, Taman Desa,
58100 Kuala Lumpur,
Malaysia.

Mobile : +6012 2045052, Ms Shantini

Email : training@bsynergyasia.com