Develop Customer Needs and Relationships

Who Should Attend

This programme is intended for learners who are working within a marketing environment, specialising in Customer Management. The programme will also add value to learners who wish to start their own formal or informal business, acting as a vendor of products or services.

Duration

This progamme is run over 3 days.

Delivery Method

Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises by one of our professional facilitators.

Prerequisites

• Matric or NQF Level 4 equivalent or
• National Certificate - Marketing Communications

Unit Standards

Develop Customer Needs and Relationships NQF 5 (16 credits)
(10067)

Learning outcomes:

1. Initiate interpersonal communication with sales customers

• Components of the interpersonal communication process are identified in relation to specific sales customers and selling and service situations.
• Preferred customer communication styles and methods are identified for specific selling and service situations.
• Communication processes initiated provide for acknowledgement of the customer and establishment of customer needs, preferences and expectations of products or services.
• Communication processes initiated are consistent with the circumstances of the purchasing situation and the nature of the product or service offered.
• Interpersonal techniques used meet the requirements of specific and different purchasing situations.

2. Assess and respond to customer needs

• Assessments of customer needs and preferences are used to clarify the nature and extent of products and services required, and to identify gaps in the current product range.
• Sales and service strategies for individual customers are designed to foster customer loyalty and develop partnerships with mutual benefits for the customer and the organisation.

3. Maintain and improve the customer relationship

• Sales and service strategies are designed to establish processes for communication with customers and monitoring of customer satisfaction with products and services.
• Sales and service strategies are designed to provide for a level of product support that is consistent with identified customer needs and the resources of the sales organisation.
• Sales and service strategies are designed to provide opportunities for, and recognition of, feedback from all participants in the sales process, in relation to maintaining and improving customer relationship.
• Sales and service strategies are designed to provide for ongoing identification and evaluation of opportunities to differentiate products, and to supply new products to meet customer needs.