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Managing Customer Relationships Effectively
Every interaction with a customer can strengthen or weaken their trust. Refine your listening, clarify their request and provide an appropriate response, including in sensitive situations. Develop relationship practices that make your welcome and follow-up more consistent and professional.
- Duration
- 3 days 21 hours
- Code
- REC03FR Code
Presentation
Customer relationship management is a strategic approach designed to establish, maintain and improve relationships with consumers. For sales professionals, it means understanding customers' needs and wishes, offering tailored solutions, providing quality service and creating positive experiences at every point of contact.
This 3-day course will help you understand the challenges of customer relationships in 2024. You will discover good practices and sales techniques to adopt to sell products or services effectively.
The programme will also help you develop prospecting and sales negotiation skills. It will help you keep up with the latest trends, emerging technologies and innovative customer relationship management strategies.
Objectives
Learning objectives
- Understand the challenges of customer relationships.
- Understand customer trends.
- Master the stages and techniques of customer relationship management.
- Develop leadership skills and use active listening in conversations.
- Turn expressions into benefits for customers.
- Raise colleagues' awareness of the importance of welcoming customers well.
- Maintain and develop relationships with internal and external customers.
- Improve the image of your customer service and company.
- Provide after-sales service and contribute to customer satisfaction and loyalty.
Program
1. Understand the challenges of customer relationships
- Representing your company.
- Meeting customers' needs and expectations.
- Motivations and obstacles in customer relationships.
- Techniques for presenting arguments and persuading customers.
- Availability and active listening.
- Understanding yourself as a communicator.
2. Optimise your sales prospecting
- Preparation and organisation.
- The ability to make a message interesting.
- Developing sales arguments and tools.
- Non-verbal communication and public speaking.
- Responding to objections with arguments.
3. Succeed in sales negotiations
- Preparing your sales meeting and demonstrating the value of your prices.
- Conviction and enhancing your company's image.
- Techniques for unsettling buyers.
- Managing price objections and highlighting differentiating advantages.
- Mastering the stages of negotiation.
- Closing a sale.
4. Manage after-sales service effectively
- Methodical and effective management of after-sales discussions.
- Tension and conflict: managing customer complaints.
- Identifying the reasons for complaints and taking a position in relation to your company.
- Working with other company departments to handle complaints.
- The difference between justification and explanation.
- Recommendations.
Audience
This course is intended for:
- marketing managers or technical sales engineers responsible for developing B-to-B or B-to-C activities to build loyalty and grow their customer portfolio;
- anyone wishing to improve their relationship skills with internal and external customers.
Prerequisites
This course has no prerequisites.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Practical exercises
- Case study
Course highlights
Lessons based on sharing experiences, case studies, role plays, simulation exercises with video training and numerous practical exercises.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.