Course : Develop customer loyalty
Practical course - 2d
- 14h00 - Ref. FID
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 | The keys to successful customer satisfaction |
| Identify and respond to sources of customer dissatisfaction |
| Adapt to different customer profiles and needs |
| Strengthen your persuasiveness and negotiating skills |
| Generate additive sales |
Intended audience
Sales representatives, account managers, customer relationship managers, telephone advisors.
Prerequisites
No special knowledge required.
Practical details
Hands-on work
Situational exercises, role-playing and the gradual development of tools that can be used directly in the field.
Teaching methods
This course is based on sharing practices and realistic interview scenarios (telephone or face-to-face), followed by analysis and feedback from the group and the trainer.
Course schedule
1 Generate customer satisfaction
- Valuing the customer through questioning.
- Develop active listening skills to improve customer knowledge.
- Use reformulation and reinforce quality in dialogue.
- Consolidate empathy to adapt to all customer and company profiles.
- Develop additive sales.
Role-playing
Face-to-face or telephone interviews: information gathering and needs analysis to prepare a new commercial offer (up-selling or cross-selling).
2 Preserving quality in customer relations
- Identify sources of customer dissatisfaction.
- Facilitate dialogue to reduce dissatisfaction: empathy, active listening.
- Establish a lasting relationship of trust with customers.
Role-playing
Listening to and dealing with dissatisfaction. Dealing with criticism, looking for ways to improve.
3 Setting up your loyalty strategy
- Know your offer and that of your main competitors.
- Set objectives adapted to each type of customer.
- Enhance your competitive edge.
- Prepare common objections for all customer profiles.
- Identify attitudes and reasons for dissatisfaction.
Exercise
Draw up a summary table of common customer objections. Prepare your sales pitch for a successful sale (CAB method).
4 Develop your negotiation skills
- Master the specifics of telephone and face-to-face sales.
- Optimize your verbal and non-verbal skills to boost your effectiveness.
- Synchronize to develop relational quality.
- Develop assertiveness to overcome common objections.
- Mastering storytelling for better arguments.
- Managing emotions in dialogue and coping with tension.
- Practice self-diagnosis in customer relations.
Role-playing
Presenting and arguing a loyalty offer. Handling objections and managing tension. Steering the conclusion.
Customer reviews
4,9 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
PAULINE E.
26/03/26
4 / 5
Remotely
DJOUHER M.
17/11/25
5 / 5
An excellent balance between theory and practice. The trainer was very dynamic and kept us interested throughout. Many thanks to him!
SCHEHERAZADE M.
11/09/25
5 / 5
Relevant content and interaction
Publication date : 07/24/2024
PARTICIPANTS
Sales representatives, account managers, customer relationship managers, telephone advisors.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Sales representatives, account managers, customer relationship managers, telephone advisors.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
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Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.