Course Objective:

Develop knowledge of organisational’s product or service offerings and customer profile. Establish customer rapport to build customer confidence in accordance with the organisational’s guidelines.

Provide post-sales follow-up in accordance with the organisational’s guidelines. Respond to service opportunities and escalated service challenges to reinforce customers’s confidence in the organisation.

Course Content:

Contents Page Overview 4 Why Build Relationship? 8 The Brand Profit Chain 9
1. PS1: Develop knowledge of organisational’s product or service offerings and customer profile 12
2. PS2: Establish customer rapport to build customer confidence in accordance with the oorganisational’s guidelines 21
3. PS3: Provide post-sales follow up in accordance with the organisational’s guidelines 28
4. PS4: Respond to service opportunities and escalated service challenges to reinforce customers’s confidence in the organization 34 References 46 APPENDIX: Supplementary Reading 47