Passionate Retail Experts
Master the Art of Engaging and Motivating Customers
Remote Live Instructor-Led Interactive Certification Training
Duration: 2 Days
Includes: Trainer Guide, Student Workbook, Slide Deck, Listening Skills Assessment, Training Support Materials (Evaluation Sheets, Certificate Templates, Training Outline), 22 Bonus Activities, and a PowerPoint Review Game
Languages: English / Putonghua / Cantonese
額外資訊
| 工作家庭 | Service |
|---|---|
| 角色 | Business Owner, HR People Ops, Team Manager/Leader |
| 能力水平 | Foundation, Intermediate |
| 工作坊類別 | Business Agility, Agile Service Management, Process Improvement |
工作坊描述
This 2-day workshop is designed for retail frontliners who want to elevate their customer interactions and boost in-store experiences.
Participants will learn how to communicate with energy and clarity, use positive phrasing, and handle difficult situations with confidence—building stronger relationships and driving customer satisfaction.
觀眾
Front line retail sales and customer service staff.
涵蓋的主題
- Module 1: Customer Motivation
- Discover What Customers Say About What Matters to Them in Receiving Great Service
- Link What Customers Value to What Successful Retail Agents Need to Be
- Understand That Customer Behavior Is Influenced by Both Logic and Emotion
- Explore the Logical and Emotional Motivators of Buying From You / Using Your Service
- Module 2: Rapport = Results
- First Impressions
- Explore the Attitudes and Knowledge of Successful Retail Agents
- Explore the Skills of Successful Retail Agents
- Discover How the Program Will Develop Retail Agents to Deliver Great Sales/Service
- Sharpening Your Rapport
- Module 3: Non-verbal Communication
- Understand the Elements That Make up Total Communication
- Discover Some Truths and Myths About Body Language
- Demonstrate Body Language That Engages Others
- Module 4: Language of Influence
- Language That Engages Others
- Language That Influences Others
- Push vs. Pull Influencing Techniques
- Five Basic Communication Principles
- Focus On Behavior, Not Personality
- Be Specific
- Use the Power of Questions
- Listen Actively
- Communicate Assertively
- Module 5: High Intensity Interactions
- Understand That Intensity Comes From Emotion
- Explore ‘ What Response Am I Looking For’
- Develop Two Different Diffusion Techniques
- Apply and Practice
- Review Game: Power Point Jeopardy Style Review Game to End Your Class on a High Note
學習目標
- Connect customer expectations with the qualities of top-performing retail agents
- Recognise the impact of a strong first impression in shaping customer experience
- Use positive body language to build engagement and trust
- Realise how emotions drive intensity in customer interactions
- Learn effective strategies to calm and manage emotionally charged situations
Customer Service Excellence Series
This comprehensive training solution designed to equip your team with the skills and confidence to deliver outstanding customer service. Featuring six complete programmes, it enables staff to build stronger customer relationships and maintain service excellence across all touchpoints.
我們的工作坊時間表
Looking for a different workshop schedule? Let us know your preferred dates, and we’ll do our best to accommodate.
Corporate Training inquiries are also welcome.
繁體中文 
English (UK) 
简体中文 