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Behavioural Skills Company 2019  ©

Diverse-Smart Customer Contact

Innovation, Productivity, Financial Results

Culture-Sensitive Customer Contact

TAILORED WORKSHOP OR WEBINAR

Products, services, and interpersonal expectations vary from culture to culture  - - which all importantly build trust.

 

Participants will learn practical sales and customer service skills in order to psychologically connect with their diverse customers, their needs, and their expectations. Participants will also learn appropriate ways to greet, ways to phrase comments, questions, and sales tactics in addition to when, who, and how to shake hands, as well as differences in personal space, etc., - -  all of the mannerisms that importantly count towards the difference between excellent and poor customer contact.

 

This workshop combines frameworks to plot and understand cultures with tailored interactive exercises for people serving in sales, marketing, or customer services to understand, engage, connect, and retain customers from diverse cultural backgrounds.   

 

Learning Objectives

  • Participants will gain insight into the cultural determinants of effective customer contact and the mindset to actively seek information about the cultural backgrounds of diverse customers.

  • Participants will develop critical knowledge of key characteristics and variations across cultures to plot and interpret behaviours of diverse customers.

  • The skills to develop instant rapport and winning the trust of diverse customers by learning and practicing a variety of interpersonal and body language communication techniques.

  • The confidence to engage, connect, and retain customers from diverse cultural backgrounds.            

 

Audience

Middle and senior managers in sales, marketing, and customer services functions.   

 

Maximum Workshop Size

15-20 participants

 

Delivery Options

Webinar (90 minutes)

Half day (3-4 hours)

Full day (6-7 Hours)

 

One-on-one Consulting Available

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Stress Smart Manager
Use the powerful creative forces of stress to achieve personal and professional excellence

Diversity-Smart Adaptive Selling Skills

TAILORED WORKSHOP OR WEBINAR + ONE-ON-ONE CONSULTING 

Adaptive selling is adjusting sales behaviour to a selling situation and a customer’s communication style, behaviours and needs.

 

Actively seeking, interpreting, and factoring in information on the cultural backgrounds of clients is the next level– Diversity-Smart Adaptive Selling. Effectively addressing cultural intricacies in successive interactions enables sales people to develop a long-term buyer-seller relationship with diverse customers.

 

This workshop builds on participants learning the diversity-smart adaptive selling framework and using it to analyze their past experience in sales. By way of highly-interactive exercises with audio-video feedback to analyze and improve performance, participants will learn, practice, and master powerful techniques of selling to diverse customers.

 

Learning Objectives

  • The knack to constantly improve sales performance by learning to critically analyze every sales situation according to the frameworks of Diversity-Smart Adaptive Selling 

  • The skills to build trust and maintain long-term buyer-seller relationship with diverse customers by actively seeking, interpreting, and addressing information about their cultural backgrounds, communication style, and needs.

  • A higher rate of closing sales with the learned skills to adapt one’s selling style according the nature of sales situation and the cultural background and communication styles and needs of diverse customers. 

 

Audience

Men and women who work in the sales function seeking to be at the top of their game!

 

Maximum Class Size

15-20 participants

 

Delivery Options

Webinar (90 minutes)

Half day (3-4 hours)

Full day (6-7 Hours)

One-on-one Consulting Available

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Today's markets are people with diverse cultural backgrounds situated locally or internationally. They force organizations to move beyond traditional conceptualizations of customer contact. Effective customer contact may be many things. Everyone agrees on one thing though. Treat the customers with dignity and respect. The norms of dignity and respect vary across cultures, however. What is respectful in one culture may not be the case in another. Therefore, one size fits all mentality works no more. Diversity-Smart Customer Contact is a series of two programs for sales, marketing, and customer service professionals about the knowledge and skills to create customer experience for people not like you. The programs are designed to reinforce the idea recognizing the importance of customer diversity, relating to the customers better by seeking put culture specific information, and actively reorganizing communication patterns.