Course Name : Understanding Customer Psychology

Course Code : CSS-110

Course Duration : 3 Day(s)

Course Objectives:

To enable the participants to understand Human/Customer Psychology for positive sales results.

Expected Accomplishments:

After the course, participants will be able to:

• Understand customer behaviour.
• Recognise customer attitudes / behaviour.
• Identify causes behind customer anger and dissatisfaction.
• Know how to manage customer expectations.

Who can benefit:

Staff and Supervisors in Sales Department.

Prerequisites:

Good / Reasonable command of English Language.

Course Outline:

• What is human psychology?
• What is consumer behaviour?
• Customer psychology and need relationship.
• Recognising customer behaviour / attitudes and perception.
• Why customers get angry?
• Identifying customer problems and real issues.
• Managing customer expectations.
• Handling difficult customers.
• Understand and manage stress.

Delivery Method:

Instructor-led classes with Exercises, Case Studies, Role Play. Quiz and Videotapes.

Related Training:

• Developing Effective Working Relationships.
• Customer Service for Frontline Staff.
• Various Sales Courses.