FULL-TIME | WINNIPEG LOCATIONS PROIF-CT Property and Casualty Insurance

Courses and Descriptions

BUSA-1069Customer Sales and Service 2

In this course, you will build on the skills from the Customer Sales and Service 1 course. The course deals with more complex client situations, such as resolving costumer complaints, developing client relationships and negotiating to close a sale. You will learn how to match customer needs with features and benefits of products or services. You will also learn about customer motivation and techniques to resolve conflicts.


Other Information

Learning Outcomes

1. Identify communication strategies to effectively and respectfully deal with customer complaints.

2. Demonstrate appropriate strategies to deal with difficult customers.

3. Relate to others in a non-judgmental manner.

4. Recognize behavioral styles and choose techniques to assist the customer based on those styles.

5. Demonstrate interview skills to determine customer needs, and effectively match product and service benefits.

6. Describe the importance of using objectivity, maintaining client confidentiality, discretion, patience, empathy and tact when dealing with clients.

7. Plan, prepare and deliver short presentations.

8. Work effectively in teams.

9. Prepare a written client proposal.

10. Demonstrate appropriate techniques for negotiating with customers.

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