Program Overview
This programme focuses on developing practical sales communication and customer experience management skills essential for today’s competitive business environment. Participants will learn how to engage customers professionally, communicate persuasively, and handle service situations with confidence and emotional control.
The training emphasises real workplace scenarios including greeting customers, identifying needs, managing expectations, handling objections and resolving complaints effectively. Participants will also learn how body language, tone of voice and service etiquette influence customer perception and organisational reputation.
Through role plays, guided discussions and structured practice sessions, participants will gain practical skills to build customer trust, improve service performance and contribute to stronger business relationships.
Programme Details
Duration:
2 Days
Delivery Mode:
Interactive Workshop / Role Play / Case Discussion / Practical Exercises
HRD Claimable:
Outcome:
Yes
Participants will be able to communicate confidently with customers, handle service challenges professionally, and apply effective sales interaction techniques to improve customer experience and organisational reputation.
• Understand professional sales communication principles
• Build confidence in handling different customer personalities
• Learn service etiquette and professional behaviour
• Handle difficult customers calmly and professionally
Objectives:
• Understanding customer expectations and experience journey
• Professional greeting, introduction and first impression
• Sales communication and persuasive language
• Active listening and questioning techniques
Key Modules:
Programme Benefits:
• Improved sales communication effectiveness
• Stronger customer trust and relationship building
• Increased service confidence
• Enhanced professional image in customer interactions
Target Audience:
1. Sales executives and business development staff
2. Customer service officers and front-liners
3. Retail and hospitality employees
4. Entrepreneurs and SME owners