Relationship & Consultative Selling & Customer Service Using NLP by Khairul Anuar Safiullah
Date: 18 & 19 March 2019 (Monday & Tuesday)
Time: 9:00am to 5:00pm
Venue: Hotel Melia Kuala Lumpur (Across From Berjaya Times Square)
Introduction:
This Neuro Linguistic Programming (NLP) course is focused on taking participants’ existing sales and customer service skills to the next level or as a building block in sales and customer service expertise for new hires. Building on their experience as sales or a customer service front liners and knowledge of the sales and customer service process and skills, this course will help participants understand the principles of NLP and how they enhance the selling and buying, as well as customer service experience. For new hires, it gives them a base skill to polish and improve with experience.

Delegates will be able to utilize profiling tools, sales and service techniques using AIDA approach and NLP communication models for developing enhanced rapport with buyers and customers, truly understanding the client’s needs and making it easy to sell and service them meaningfully, whilst adopting the mindset and attitude of high performing sales and customer service people.
Objectives:
By the end of this course, the participants will have:

• Learn the distinction between traditional selling/customer service vs relationship & consultative selling/customer service.
• Build a customer focused mindset.
• Apply effective communication skills in relationship and consultative selling and servicing.
• Gain insight and apply DISC© tool profiling tool to build relationship and consulting customers.
• Learn and apply the art of building rapport with customers.
• Learn and apply basic negotiation skills in consultative selling/servicing.
• Build confidence and skill in managing difficult situation in consultative selling/servicing
Program Content:
Program Overview & Mindset to Relationship and Consultative Selling/Customer Service
• Traditional VS Consultative and Relationship Selling Methods
• Mindset to Relationship Selling

Speaking the Customer Language with DISC© Tool
• When Do We Communicate?
• Communication Model
• DISC© Profiling

The Art of Rapport Building
• Rapport is Power
• Mehrabian Model
• How to Read Non-Verbal Communication
• 6 Steps to Active Listening
• Personal Space
• Rapport Skills
• Eye Accessing Cues

Questioning Skills
• Probing Questions
• Chunking Up and Chunking Down

Introduction to Negotiation Skills
• You as the Negotiator
• First Impressions in Negotiating
• 6 Paradigms of Human Interaction In Negotiations
• Negotiation Mindset
• Understanding Negotiations
• 10 Closing Techniques In Negotiations

Consultative Selling with AIDA Approach
• Customer Motivation
• Attention, Interest, Desire, Action (AIDA Approach)
• 5 Buying Decision

Managing Objection with ADR Approach
• Conflict and Cause
• Stages of Conflict
• Acknowledge, Diffuse, Respond (ADR Approach)

Handling Difficult Situations
• Managing Difficult Customers
• Handling Difficult Situations

Methodology:
Interactive Training
Who Must Attend:
This sales training is suitable for both new hires and experience sales/customer service personnel who are looking to build a solid set of skills to conduct Relationship and Consultative Selling/Customer Service Skills.
Investment Fees:
RM2,188.00 per participant (Standard Fee)
RM1,888.00 per participant (Early Bird Fee, register by 11 March 2019)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)