Customer Relationship Management (2D)

OVERVIEW

You may have the best innovation or the ideal solution to a challenging situation, but if you cannot present it effectively and secure a buy-in, it is as good as having just a conversation in your head. Persuasive communication is a powerful way to bridge your intentions and ideas across to your target audience. Every conversation can become great opportunities to transform your ideas and solutions from a passive perspective to a pro-active outcome. You can use persuasive communication to effectively shift your audience to take a particular course of action, to agree to your requests, to give you the buy-in or to be open for insightful discussion. When combined with influencing skills in your persuasive communication, you enhance your ability to do get the job done effortlessly, every time.

This unique 2-day, activity driven program teaches skills that boost personal productivity and relationship building through increased understanding and effective implementation of the buy-in process. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact when you are presenting your point at every given opportunity.

LEARNING PROCESS



Our program outline encompasses the following modules:


Day 1






Module 1: Overview





  • Context setting

  • The Customer Relationship Dial

  • What customers need

  • The value of customer retention

  • Relationship marketing basics






Module 2: Impression Tools





  • The 7/38/55 Rule

  • Verbal

  • Vocal

  • Visual

  • Principles of influence






Module 3: Interpersonal Communication





  • Building credibility

  • The 4 Quadrants

  • Our communication style

  • Other styles

  • Shifting into positive action






Module 4: Being Effective In Communication





  • Applying learning in the workplace and relationships

  • What others say and do and what is important to them

  • What we do more of when interacting with others

  • What we avoid doing when interacting with others

  • Revealing our blind spots


 






Day 2:






Module 5: Discovery Questioning





  • 6 discovery questioning techniques

  • The Funnel Model

  • Tight conversation

  • Power Up!

  • Asking purposeful questions






Module 6: Active Listening





  • 6 active listening techniques

  • Driving meaningful conversations

  • Advanced interjection techniques

  • Prioritizing needs

  • Summarize and confirm






Module 7: Relationship Management





  • Building meaningful relationships

  • 4 levels of relationship experience

  • The WOW Factor

  • Creating a relationship commitment contract

  • Coaching performance






Module 8: Presentation Flight





  • Live demonstration

  • The Hot Seat

  • Role of the audience

  • Art of feedback

  • Objective and subjective review




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SKILL MASTERS ACADEMY formerly known as Chalk Talk Consultants Plt was founded in the year 2015 and incorporated in Malaysia.

Its Registered Office is situated at No. 2, Jalan Duku, Off Jalan Kasipillay, 3rd Mile Jalan Ipoh, 51200 W.P Kuala Lumpur, Malaysia.

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