Purpose of Education
Participants learn the importance and advantages of customer relationship management, basically how it
can be implemented step by step. Experienced participants realize what they know and examine how
much of them they have put into their lives, while they realize their shortcomings and what they do not do
and make professional inquiries; inexperienced participants, on the other hand, have the opportunity to
see different aspects of the profession, realize their deficiencies and understand that they need to be
reinforced.
Content of the Training
• Those who are behind the phrase “not the goods, but the benefits behind it are sold to the customer”,
• Excellent Customer Service
• Stages of customer relationship management
• Drop the customer types! Look at customer behavior.
• How to analyze customer behavior and potential?
• Ability to offer alternative/equivalent products to the customer
• What are the customer behaviors, how is it understood, what does it mean?
• Three important arguments we will use against the customer
• Being able to communicate with the customer: The importance of communication, Listening to the customer and
analyzing correctly, Establishing an effective (purpose-oriented) dialogue with the customer, Reading the body
language of the customer in order to analyze the customer correctly, What does the customer’s body language say?
(why their hands are like this, why their head is tilted to the left, why are their eyes looking up? Do these gestures
make sense?), Sales personnel’s ability to use body language effectively to make the customer decide to buy
• The cost of poor service
• Turning customer’s objections into positive: Converting a difficult customer to a
satisfied customer, Winning the lost customer, Managing customer complaints
• Animation and case studies on the subject
• Successful customer relationship management applications from the market
Target Group
All employees and managers who are in direct contact with the customer during and after sales can
attend this training.
