Course Title

EQ and NLP for Sales and Customer Service

Type of Course

Non-Technical

Type of Training

Classroom Training

Skill Focus Area

Customer Management : Sales, Customer Service, Emotion Management, Self-Effectiveness

Duration (Days)

24 hours ( 3 Days )

Level of Certification

Certificate of Attendance

Course Overview

During these difficult times, it is essential to have a high level of EQ in order to thrive and succeed especially in the sales and customer service department. Our emotions will be easily triggered in this fast-changing and uncertain situation, hence we need to work extra hard to manage our emotions well when we deal with potential and current customers.  

This online programme is designed to provide EQ and NLP techniques to increase your effectiveness in sales and customer service. You will also learn specific tips, best practices and strategies that can be immediately applied to increase your sales and customer service success. They are practical and easy to use proven effective for all levels of sales and customer service.

Prerequisites

SPM / STPM / Diploma / Degree

Course Objectives

  • To improve the sales and customer service skills of all SME employees.
  • To achieve customer satisfaction, hence retaining them

Learning Outcomes

The participants will have practical EQ and NLP skills to achieve a high level of sales and customer service performance.

Course Content

MODULE 1: EMOTIONAL INTELLIGENCE (EQ)

  • Emotional Intelligence: What is EQ and its benefits for sales & customer service professionals
  • 5 pillars of EQ: The internal and external competencies to enhance your EQ
  • EQ Self-assessment: Determine your level for each of the five pillars
  • Overview: How to improve each of the five pillars of EQ
  • Applying EQ: Case studies of applying EQ in sales and customer service cycles

 

MODULE 2: EMOTION MANAGEMENT

  • Triune Brain: How emotions affect the quality of our thinking, problem solving, decision making and impulse control
  • Emotions in marketing, sales and customer service: Real world examples how emotions are used to get people to buy more and more
  • Constructive Thinking: The practical way to influence and change our emotions and behavior
  • Techniques: How to change emotions by shifting, expanding and switching your focus
  • Techniques: How to experience more positive and empowering emotions more regularly

 

MODULE 3: NLP FOR EMOTION MASTERY

  • NLP Introduction: What is NLP and how can it be used in sales and customer service
  • Submodalities: How to use submodalities to regulate your emotions
  • NLP Anchoring: How anchoring is used in marketing, advertising and sales
  • NLP Anchoring: How to use anchoring as emotional triggers for yourself
  • NLP Perceptual Positions: How to use perceptual positions to manage emotions during a sales or customer service interaction

 

MODULE 4: REFRAMING SKILLS

  • Introduction to reframing and its use in marketing, sales and customer service
  • Reframing Questions: The correct way and the wrong way to use reframing questions
  • Reframing Emotions: How to use reframing to manage your own emotions e.g. feeling excited to meet people, handling rejections, asking for the sale, etc.
  • Reframing Value: How to use reframing to increase the perception of value in your products and services in people’s minds
  • Reframing Objections: How to use reframing to manage objections and complaints including before they even arise (pre-framing)

 

MODULE 5: SOLVING PROBLEMS AND BEING CREATIVE WITH CUSTOMERS

  • NLP Mindset: cause vs effect mindset
  • NLP Presuppositions: How to apply the 7 NLP thinking habits for success
  • Black and White Thinking: How to realise you are stuck and get unstuck
  • SCAMPER: How to use SCAMPER to generate ideas and solutions
  • Disney Creativity Strategy: How to use the Disney Creativity Strategy for problem solving
  • Management Buy-In: How to talk the language of management to increase your success for their buy-in to your ideas and solutions

 

MODULE 6: MOTIVATION, EMPATHY & RAPPORT

  • Motivation: What you need to know about dopamine, the motivation hormone
  • Motivation: How to stimulate motivation in sales and customer service
  • Empathy: How to increase your empathy for your prospects and customers
  • The Circle of Influence and Control: How to manage our expectations
  • Rapport: What is rapport and to use this with other people
  • Rapport: How to generate and maintain rapport at five different levels with others

Learning Activities

This programme uses adult learning approaches, which include minimal lectures, use of multimedia aids such as videos and music, demonstrations, case studies, demonstration and presentation, group discussions, learning games, self-evaluation and self-reflection. Case studies and mini-projects will be adjusted accordingly.

Target Groups

This programme is designed for employees/employers involved in the sales and customer service department.