Customer Centricity- 3 Days Program

OVERVIEW

    In today’s world of business the universal truths are:

  • The only thing that is omnipresent is ‘Cut - Throat Competition’.
  • Branding is nothing but a perception you create in the minds of customers.
  • No quality manual mentions the number of ‘extra miles’ which a salesperson can go to win over the customer – it’s only the motivation which makes him go those extra miles.

Any brand which wants to rule the roost or survive, cannot afford to ignore the above mentioned Universal Truths of business. In business one must understand that the process of buying first takes place in the minds of the customer. Physical procedure is just a resultant formality. The sales people must learn to sell themselves first before anything else. People buy from a seller because they are convinced that the salesperson is the right person. The seller must win the trust of the customer. Trust in the seller automatically makes the product look trust worthy.

THE NEED

It is said, “It’s not the gun, but the man behind the gun who makes all the difference.” This is very true when you are in the selling business. It is the salesperson who matters the most and is the one who makes customers willingly part with their money and still make them feel that they have won. A salesperson has to tune his/her attitude and interaction level with the customer to that level where he not only sells the product but in the process creates a win-win situation for both. For this to happen there is an urgent need for these sales people to be self – motivated at the highest level and imbibe those cutting – edge interaction techniques which makes the customer go back smilingly not only with the product but also with the winner’s attitude.

AIM

 To make Sales/Marketing Executives develop belief, faith, and confidence in themselves and the brand they represent, so that not only they achieve best sales figures but also buy over their customers for good.

OBJECTIVES 

  • To make the Executives develop best selling skills.
  • To make the Executives expert in not only selling but also in buying over the customer.
  • Instill intrinsic motivation within each employee to give their best.
  • Build within each employee a sense of ownership to Organisation.
  • Make them realize that they themselves and their role are very important and crucial for Organisation’s success.  
  • Their personal growth is directly aligned with that of the Organisation.

OVERVIEW OF CUSTOMER CENTRICITY – I

  • Your Coordinates as a Human being and a Professional.
  • You and your Organisation.
  • What is ‘Selling’.
  • Selling ‘Yourself’ to yourself.
  • Selling ‘Yourself’ To others.
  • Building Self – Confidence and Courage.
  • Developing Positive Attitude.
  • Learning to Listen to the ‘Customer’.
  • Power of a Promise.
  • Sensation of a Smile.

OVERVIEW OF CUSTOMER CENTRICITY – II

  • Revision
  • Customer is a Human Being
  • The Miracle Chain
  • Facing the Customer
  • Winning after the close
  • Qualities of a Winning Sales Professional
  • Selling is a Rejection Game
  • Transactional Vs Relationship Selling
  • The Selling Process
  • Tips on a Good Sales Presentation

OVERVIEW OF CUSTOMER CENTRICITY – III

  • Presentation
  • Revision
  • Prospecting
  • Call Reluctance & Telephone Calling
  • Uncovering the Need
  • Listening & Positive Communication
  • Objection Handling
  • Why Sales People Fail
  • Presentations - Practicals