The Customer Mindset Journey

Introduction

Success can only be achieved if one has the right kind of mindset, skills and knowledge to work towards it. This program empowers participants to directly improve the customer engagement experience and to create a brand loyalty. This program crucially applies to both ‘internal customers’ (colleagues) and external customers.

How Will You Benefit

Upon completion of this program, the participants will be able to:

• Position themselves from the point-of-view of customer (internal or external)
• Realize how important it is to provide solutions to fulfill customer’s needs
• Present solutions from customer’s perspective
• Work hand in hand with customer to achieve a win-win situation

Who Should Attend

This program is suitable for Mid/Junior Sales/Customer Service/Sales Ops Managers, Team Leaders and Executives

Methodology

This is a highly interactive training program, whereby participants are to gain the learning points through role-plays, group and pairing activities

Module

THE CUSTOMER MINDSET CHALLENGE

• Participants Are Put Into Customer’s Shoes Via Puzzle Activities
• Experiencing The Frustrations And Difficulties Of Customers
• De-Brief On The Activities

RING OF COMMUNICATION

• Delving Into The 5 Terms In Customer Mindset – Apathy, Sympathy, Empathy, Relationship-Building & Customer Focused

BEING A PART OF CUSTOMER’S JOURNEY

• Video Of A Customer’s Journey Towards Success
• Discussion Points On The Video

LEND ME AN EAR

• Listen And Comment On Audio Recordings Of Sales Conversations With Customers

DISC BEHAVIOURAL STYLES

• Understanding Customer Communication Styles And How We Can Fit Into Their Styles To Effectively Communicate

ACTIVE LISTENING

• Using Verbal And Non-Verbal Use Of Language For Active Listening
• Identify The Key Buying Pain Points And The Potential Unique Selling Point Of Your Product/Solution Can Offer Via Active Listening

ASKING THE RIGHT QUESTIONS

• Knowing What Makes The Customer Tick. What’s In It For Them?
• Use The 5Ws And 1H Leading Questioning Technique

THE APPRENTICE PROJECT (BASED ON THE APPRENTICE REALITY SHOW)

• Group Presentation & Role-Play To The ‘Customer’ On Their Sales Proposal
• Instant Feedback Given
• Sealing The Day With Post-Training Action Items