Understanding your product and service offer

A customer service and relationship skills training course

Course objectives

Explain the features, advantages and benefits of your product and service
State how to match features to different customer types
Explain how to translate features into specific customer benefits
Demonstrate your ability to turn features into customer specific benefits
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
The product and service offer
Features, advantages and benefits using FAB
Different customers and different customer needs
Exercise. Matching features and benefits to different customer types
Review of the product and service offer
Review exercise and feedback

Course benefits

Match specific features to different customer types and needs
Identify and develop sales and service opportunities
Increases customer satisfaction
Motivate customers towards your product and service

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Customer service and satisfaction
Customer retention and loyalty
Increased personal effectiveness

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models