About this programme
Modern customers expect service representatives to act as knowledgeable advisors rather than transactional order-takers. Utilizing consultative interviewing techniques, this program equips service personnel to ask precise, value-driven questions that uncover unspoken customer needs. Staff learn how to guide conversations, recommend relevant solutions naturally, and build high-trust relationships that enhance customer satisfaction and open up additional sales opportunities.
What participants will gain
- Master consultative questioning techniques to uncover deeper customer needs.
- Transition from transactional order-taking to trusted solution advisory.
- Recommend relevant products and services seamlessly based on customer insights.
- Build long-term account trust and brand credibility through value-led conversations.
How it's delivered
Interactive and hands-on: discussion, simulations and practical exercises rather than passive lectures, in English or Bahasa Melayu. The programme can be tailored with examples from your industry.