What is it?
This fast-paced half day workshop will help you learn some new techniques that will help you to have more engaging conversations. By the end of this course you will have a better understanding of the psychology behind great service, and be equipped with techniques that will make you more influential in all areas of your life.
Target audience
All employees that work in hospitality or retail.
Programme objectives
- An introduction to the three primal drivers that effect the emotional response people attribute to any experience - Attention, Communication, Connection
- Body language - We play games to get people to the realisation that matched or mirrored body language feels good and mismatched feels bad
- Demonstrating attention and starting conversations - This technique gives delegates new ways of starting conversations smoothly and ways of showing the customer we are listening to them
- Conversation language - If people are direct in communication it can cause defensive reactions in people. This technique helps people to soften their language to make sure they remain influential.
- Finding out whats important - People are driven by their own values and motives not the sellers. This technique shows team members ways of questioning to elicit a customers motives to buy which makes it much more effective to sell
- Handling complaints - This technique helps team members to remain influentail when handling tricky situations. It also means they are able to quickly get to the route of the problem quickly so they can solve it
- Last impressions - This technique makes ending interactions comfortable and leaves customers feeling positive about their experience as they always feel in control.
Programme components
One day workshop focusing on the Motivation Traits of the LAB Profile.