She spoke on developing a customer-centric mindset and to focus on serving the customers. She pointed out that to prospect sales successfully, one has to build a customers profile and use this data to influence or draw their interest to a product.
On the topic of building rapport with the customer, Lourdes mentioned the importance of establishing trust and of simple gestures like handshakes, using names, sincerity and friendliness, affirmation and creating small talk to generate common grounds.
She said staff should be able to recognise an opportunity, create a perfect offering, develop customer loyalty, identify buying signals with closing questions, and use the ‘closing strategy’ of repeating things for the purpose of closing sales.
Lourdes, a certified customer service trainer, holds a qualification in Training and Development from the University of Leicester, United Kingdom. She has 12 years of experience and has accumulated various certifications to further enhance her skills.
The workshop was attended by 14 regional office staff from Ipoh, Johor Bahru, Kota Bharu, Kuching and Penang including Penang Regional Office director K Manoharan and assistant manager Teh Kim Kow, and the rest were from General Services and Administration, and Marketing.