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1. SALES AND CUSTOMER CARE TRANING
TILMAAM CONSULTING FIRM

2. ABOUT THE CONSULTANT
Tilmaan Consulting Firm was founded in 2016 and since that tim
e has grown into the largest Consulting firms in the area. We are a
n assertive firm providing our clients a full range of services.
TCF provides consultancy services including Business Trainings,
Auditing and Assurance, Accounting and Bookkeeping, Company
Strategy, Business Set up and HR Consulting Services.
“ “
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3. About Participants:
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Name and Job Tittle
Work Experience
Personal Interest
Expectation from the training
Please share with us:
5 Fun Facts

4. OVERVIEW OF THE TRAINING
A. TRAINING DESCRIPTION:
Sales and customer care are critical components of any successful
business. This training program is designed to help employees
improve their sales and customer care skills, which will ultimately
lead to increased customer satisfaction and revenue generation.

5. B. TRAINING OBJECTIVES;
Upon completion of this training program, participants will be able to:
 Understand the importance of sales and customer care in a business setting.
 Develop effective communication skills to build rapport with customers.
 Identify customer needs and provide solutions to meet those needs.
 Handle customer complaints and resolve conflicts in a professional manner.
 Use sales techniques to effectively promote products and services.
 Build long-term customer relationships that foster loyalty and repeat business.

6. TRAINING SCHEDULE & CONTENT
A. TRAINING CONTENT:
Session 1 : Introduction to sales and Customer Care.
Session 2: Identifying Customer Needs
Session 3: Handling Customer Complaints and conflict resolution
Session 4: Building Long-term customer relationship

7. B. TRAINING SCHEDULE
• Training Session 1: Friday, July 7th, 2023 from 2:30pm to 3:30pm
• Training Session 2: Friday, July 14th, 2023 from 2:30pm to 3:30pm
• Training Session 3: Friday, July 21st, 2023 from 2:30pm to 3:30pm
• Training Session 4: Friday, July 28th, 2023 from 2:30pm to 3:30pm

8. Section One
Introduction to sales and Customer care

9. Contents
Definition of Sales
Definition of Customer Care
1.1 Definition of Sales and
Customer care
01
Types of Customer
Customer decision making process
Understanding Customer needs
1.3 Understanding Customer Care
03
Five overall of sales and customer
care importance
1.2 Importance of Sales and
Customer Care
02
Importance of communication skills
Types of communication skills
1.4 Communication Skills for
effective customer interaction
04

10. 1.1 Definition of Sales & Customer Care
Sales:
The process of exchanging goods or services for money or other value. It involves identifying pot
ential customers, presenting products or services to them, and persuading them to make a purch
ase.
Customer care:
The process of providing excellent service to customers before, during, and after a purchase. It i
nvolves understanding customer needs and concerns, providing solutions to their problems, and
maintaining a positive relationship with them.
The goal of customer care is to create a positive customer experience and build customer loyalty
.

11. 1.2 Importance of Sales & Customer Care
1. Revenue generation
2. Customer satisfaction
3. Competitive advantage
4. Brand image
5. Future growth
Overall, sales and customer care are critical for any business that wants to
succeed in today's marketplace. By focusing on these two areas, businesse
s can build strong relationships with their customers, generate revenue, and
gain a competitive advantage.

12. 1.3 Understanding Customer Behavior
A. Types of Customers
1. Bargain hunters.
2. Convenience shoppers.
3. Brand loyalists.
4. Health-conscious shoppers.
5. Bulk buyers.
6. Impulse buyers.
7. Specific-needs shoppers.

13. B: CUSTOMER DECISION MAKING PROCESS
The customer decision-making process is the series of steps that a customer
goes through when making a purchase.
1. Problem recognition.
2. Information search.
3. Evaluation of alternatives.
4. Purchase decision.
5. Post-purchase evaluation.
Understanding the customer decision-making process is important for busines
ses because it allows them to provide the right information and support to cus
tomers at each stage of the process..

14. C. Understanding customer needs and motivations.
To effectively serve customers, businesses must understand their ne
eds and motivations. This involves identifying;
• what customers value,
• what their pain points are,
• what factors influence their purchasing decisions.
By understanding these factors, businesses can tailor their sales and
customer care strategies to meet the unique needs of each customer.

15. 1.4 COMMUNICATION SKILLS FOR EFFECTIVE
CUSTOMER INTERECTION
A. IMPORTANCE OF EFFECTIVE COMMUINIATION SKILLS
Here are some reasons why effective communication is impor
tant in sales and customer care:
1. Understanding customer needs.
2. Building trust.
3. Resolving issues.
4. Upselling and cross-selling.
5. Enhancing the customer experience.

16. B. Types of Communication
I. Verbal communication
This type of communication involves the use of words, either spoke
n or written. Verbal communication can be face-to-face or over the p
hone, and it includes elements such as tone, pitch, and intonation.
Examples of verbal communication include conversations, meetings
, presentations, speeches, and interviews.

17. II. Nonverbal communication:
Nonverbal communication refers to the use of body lan
guage, gestures, facial expressions, and other nonver
bal cues to convey a message. Nonverbal communicat
ion can be used to convey emotions, attitudes, and int
entions.
Examples of nonverbal communication include eye co
ntact, posture, hand gestures, and facial expressions.

18. III. Written communication:
Written communication involves the use of written words to
convey a message.
This type of communication can take many forms, including
emails, letters, memos, reports, and text messages. Written
communication can be formal or informal, and it requires
careful attention to grammar, spelling, and punctuation.

19. C. TECHNIQUES FOR BUILDING RAPPORT WITH CUSTOMERS
Building rapport with customers is an essential part of sales and cust
omer care. It helps to establish trust and create a positive relationshi
p with the customer. Here are some techniques for building rapport
with customers:
1. Active listening.
2. Mirroring and matching.
3. Finding common ground.
4. Using positive language.
5. Showing empathy.

20. D. ACTIVE LESTINING SKILLS FOR EFFECTIVE
CUSTOMER INTERACTION.
Active listening is a critical skill for effective customer interaction. It involves fully
engaging with the customer, paying close attention to what they are saying, and
demonstrating that you understand and value their perspective.
Here are some active listening skills that can help you to interact effectively with customers:
1. Give your full attention.
2. Use verbal and nonverbal cues.
3. Paraphrase and summarize.
4. Avoid interrupting.
5. Ask open-ended questions.
6. Don't make assumptions.

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