Understanding your customers

This one-day workshop looks at how personality influences the way that we and our customers buy. It explores how feelings, what people say and the process that people go through to make their decision in any buying situation.

At the end of this programme participants will be able to recognise different customer types and their preferred way of communicating. Participants will then be able to make it easier for customers to buy from you.

Full details below or download workshop outline.

Workshop objectives

The aim of this programme is to help participants:

Understand how we experience the world
Identify their own sensory preference
Serve using their customers’ sensory preference
Identify key personality styles
Discover their own personality style
Communicate with different personality styles
Recognise body language and other unconscious signals
Adapt their own style
Deal with difficult customer types
Increase their self-awareness

Who should attend?

This programme is ideal for:

Customer service teams and team leaders
Sales teams and team leaders

Format

This one-day workshop is based upon a series of short discussions, practical exercises and real life application. Having an awareness of different personalities has benefits on many levels. It helps staff to have a better understanding of their customers. It also helps managers and team members to be aware of the behaviours and needs of their colleagues.

If required, this workshop can be adapted to create a two-day workshop incorporating team-building and customer service team meetings.

Expert trainer

Scott is a very experienced and passionate trainer with over twenty years’ experience working in major organisations.

Special features

The course can be tailored, at no additional cost, according to organisational need and/or the skill level of the participants.

Price

In the UK, the standard price is £995 per day’s training, plus VAT.

Any hidden costs? The only additional costs are the trainer’s travel and incidental, and (if really unavoidable) accommodation, expenses – and we’ll give you an estimate of these costs before you commit.

Workshop outline

1 Welcome and introduction

Participants are welcomed to the workshop and are invited to share the issues they face when dealing with people of different personalities

2 Understanding how we experience the world

Your own sensory preference is identified by completing a simple exercise
Understanding the characteristics of the four key sensory preferences: Visual, Auditory, Kinaesthetic and Auditory Digital
Using this knowledge of sensory preferences to deal with customers