Course Objectives
Students should be able to know:
- The importance of professional and ethical marketing
- How to apply market segmentation, identify potential market segments, select a target market to approach
- How to develop a positioning and marketing mix for each target segment
- To be cognisant of buying decision process and factors affecting buyers’ decision
- How to explain the methods to qualify prospective customers
- The importance of marketing research in gathering consumer information to facilitate planning of marketing mix and strategy
Course Outline:
Marketing concepts
- Professional and ethical marketing
- Marketing mix
- Factors affecting buyers’ decision and behaviour
Sales Process
- Having the right mental attitude
- The importance of first impressions
- Telephone techniques
- Prospecting
- Identifying needs
- Closing sales
Managing Customer Service
- Key skills for quality customer service
- Communication with customers
- Addressing customers’ needs and behaviour styles
- Resolving service breakdowns
Emotional Intelligence
- How to improve your emotional intelligence
- How to improve internal communication in the workplace
- Stress Management and Emotions Management
