Profile
Develop knowledge of organisation's product or service offerings and customer profile"‹
Establish customer rapport to build customer confidence in accordance with the organisation's guidelines "‹
Provide post-sales follow up in accordance with the organisation's guidelines"‹
Respond to service opportunities and escalated service challenges to reinforce customers' confidence in the organisation"‹
What You'll Learn
Product knowledge & service offering"‹
Key features and benefits of product or service"‹
New product or service offerings "‹
Promotion packages"‹
Warranties or guarantees "‹
Technical support for product or service"‹
"‹
Customers"‹
Customer profile"‹
Customer rapport"‹
Customer confidence"‹
Methods to establish rapport with customers"‹
"‹
Post-sales follow up"‹
Types of post-sales follow up"‹
Types of service opportunities"‹
Methods to respond to service opportunities"‹
"‹
Service challenges"‹
Triggers in the service environment such as un-trained staff, long waiting times, poor product etc"‹
Responding to escalated service challenges"‹
Service recovery procedures"‹
Mutually acceptable resolutions to escalated service challenges"‹