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Marketing & Sales

 Course Background

Objectives 

Topics Covered

Teaching Methodology

&

Course Duration

Marketing Basics

Course Background

Marketing is an essential element for every business. If you are not marketing your business you will not grow, and if you do not grow you will not succeed. It can be that one missing piece of the puzzle, and when it fits, the big picture is revealed. The participants will be given an introduction to marketing and its benefits.
Marketing Basics will provide the basic knowledge to the participants, and give them the ability to build and grow their business. Marketing has changed a lot recently and having a new perspective will give the participants the needed information to assist them in their marketing decisions. No matter what your product or service is, your business will benefit with a better understanding of marketing.

Course Objectives

  • Define your market.

  • Know the different types of marketing and ways to use them.

  • Learn effective ways of communicating with the customer.

  • Know how to set marketing goals and strategies.

  • Recognise common marketing mistakes and know how to avoid them.

Topics Covered 

  • Understanding Marketing & Customer Needs

  • Common Marketing Types (I)

  • Common Marketing Types (II)

  • The Marketing Mix

  • The Marketing Pitch

  • Customer Communication Methods

  • The Marketing Funnel

  • Marketing Goals

  • Marketing Mistakes (I)

  • Marketing Mistakes (II)

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.  

Call Centre Training

Course Background

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Centre Training will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Centre Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Course Objectives

Define and understand call centre strategies.

Identify different types of buying motivations.

Create SMART Goals.

Familiarise myself with strategies that sharpen effective communication.

Use proper phone etiquette.

Set benchmarks.

Topics Covered 

  • Understanding Buying Motives

  • Getting Beyond the Gate keeper

  • Tone of Voice for Building Rapport

  • Self-Assessment Tools

  • How to Speak Like a Star

  • Types of Questions 

  • Benchmarking

  • Goal Setting

  • Key Steps Determining Success Factor

  • Closing

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.  

Overcoming Sales Objection

Course Background

Experiencing a sales objection can be a disheartening event. Through this course the participants will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Objections will always occur no matter the item being sold or presented. Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients.

Course Objectives

  • Understand the factors that contribute to customer objections.

  • Define different objections.

  • Recognise different strategies to overcome objections.

  • Identify the real objections.

  • Find points of interest.

  • Learn how to deflate objections and close the sale.

Topics Covered 

  • Key Factors for Objection

  • Getting to the Bottom 

  • Point of Agreement

  • Strategies to Get the Client to Agree

  • Deflation Objections

  • Unvoiced Objection

  • Key Steps to Handle Sales Objection

  • Dos and Donts

  • Sealing the Deal

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.  

Customer Service

Course Background

Each and every one of us serves customers, whether we realise it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. The participants will be provided with strong skillsets including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Course Objectives

  • State what customer service means in relation to all your customers, both internal and external

  • Recognise how your attitude affects customer service

  • Identify your customers’ needs

  • Use outstanding customer service to generate return business

  • Build good will through in-person customer service

  • Provide outstanding customer service over the phone

  • Connect with customers through online tools

  • Deal with difficult customers

Topics Covered 

  • Who Customers Really Are?

  • Establishing Your Attitude

  • Identifying and Addressing Customer Needs

  • Generating Return Business

  • In-Person Customer Service

  • Over the Phone Customer Service

  • Providing Electronic Customer Service

  • Recovering Difficult Customers

  • Understanding When to Escalate

  • How to WOW Customers Every Time

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.  

Handling Difficult Customers

Course Background

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Challenging Customer training, the participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better.  Through this training, the participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Course Objectives

  • Cultivate a positive attitude

 

  • Manage internal and external stress

 

  • Develop abilities to listen actively and empathise

 

  • Build a rapport with customers in person and over the phone

 

  • Understand the diverse challenges posed by customers

 

  • Develop strategies to adapt to challenging circumstances

Topics Covered 

  • The Right Attitude

  • Identifying Internal Stressors

  • Identifying External Stressors

  • Transactional Analysis

  • Decoding Difficult Customers

  • Typical Scenarios of Dealing with Difficult Customers

  • Offering Verbal Solutions Over the Phone

  • Dealing with Customers In-person

  • Sensitivity in Dealing with Customers

  • Follow Up Matters

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.  

Internet Marketing Skills

Course Background

Marketing has changed dramatically over the last decade. Marketing is all about communicating, and the Internet has completely changed the way people communicate. Content is the king of Internet marketing, and so the  participants will need to know how to utilise their great content.  Internet is a marketer's dream come true, especially with Social Media, as you have a low cost marketing tool that can reach a large audience.

Internet Marketing Fundamentals will provide the participants with a great set of skills to market their business online. If you want your business to grow then the participants need to understand Internet Marketing Fundamentals.

Course Objectives

  • Know how to conduct market research

  • Develop a workable internet marketing campaign

  • Recognise your target market

  • Understand your brand

  • Grasp SEO and website characteristics

  • Find and capture leads

Topics Covered 

  • SWAT Analysis in Marketing

  • Researching Market

  • All About Real-time Marketing

  • Brand Management

  • How to Build a Community on Social Media

  • Content is King

  • SEO Basics

  • Website Characteristics

  • Capturing Leads

  • Tailored Campaign

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.  

Sales Fundamentals

Course Background

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.

The Sales Fundamentals workshop will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale. The participants will become more confident, handle objections, and learning how to be a great closer.

Course Objectives

  • Understand the language of sales

  • Prepare for a sales opportunity

  • Make an effective pitch

  • Handle objections

  • Seal the deal

  • Follow up on sales

  • Set sales goals

  • Manage sales data

  • Use a prospect board

Topics Covered 

  • Understanding Sales Talk

  • Getting Prepared to Make the Call

  • Creative Openings

  • Making Your Pitch

  • Handling Objections

  • Identifying the Right Closure Time

  • Following Up

  • Setting Goals

  • Managing Data

  • Using a Prospect Board

 

Method of Instruction

Lecture on Each Modules, Case Studies, Class Discussions, Group Activities, Role-playing, Student Presentations, Simulations and Review

Course Duration

There are altogether 8-10 lessons.  Each lesson for 2 hours. However, all the lessons can be tailored to the needs of the students and the duration of the course adjusted accordingly. Few of the topics can be selected to be taught in a workshop mode.