Investment in The Coconut Industry by Nancy Cheruiyot
Expanding Customer Relationships
1. Expanding Customer
Relationships
Training
Ensuring stellar service Module Outline
takes its rightful place at
the forefront of your efforts
to achieve business results Module Introduction (37 minutes)
• Participants watch a video interview of customers and employees
discussing the challenges and barriers to selling.
• Participants identify barriers that inhibit them from offering
additional products or services to customers.
Expanding Customer Relationships (2 hours, 11 minutes)
• In a large group, participants generate a list of products and/or
services they are likely to recommend to their customers.
(Options for this activity include participants bringing to class
details of a product they are preparing to recommend or the
trainer preparing a list of products or services the organization
wants the participants to recommend.)
• Participants learn how to create a product profile tool that
facilitates conversations with customers about one of their own
products or services, and are given a template for use with other
or future products.
• Participants review the four parts of a conversation and discuss
how to apply them to a conversation about an additional product
or service.
• Participants watch a video of a conversation that demonstrates
effective cross selling.
• Participants identify clues that a customer has an additional need
for their own products and services.
• Participants identify and practice two types of transition
statements, and the appropriate conditions for using them.
Developing the 21st
century workforce TM