The Customer from Hell

Background Situation

A retail organization in the glamorous world of beauty wanted a “punchy”, participative half day session during an annual conference to add objection-handling skills to their behavioural toolbox. They wanted to address customer concerns in a way that would honour and strengthen the relationship.

Content

• The ugly legacy of the verb “to sell”
• The goal vs. the measures of being successful
• The range of customer assessments
• Impact of communication on a customer’s experience
• Skills necessary for handling tough situations: encouraging, listening, questioning and offering
• Practicing tough conversational skills with upset customers

Content

Length

1/2 day