Customer Profiling Techniques and Procedures

At the end of the workshop, the participant will learn to:

• Utilise customer profiling techniques and procedures to identify underdeveloped market segments
• Design effective customer satisfaction surveys
• Employ customer profile information to proactively generate additional sales
• Set SMART goals for continuous improvement
• Work effectively with each of the four customer temperament styles

COURSE CONTENT

Fundamentals of Customer Profiling Techniques and Procedures

• What is Customer Profiling?
• Advantages and Disadvantages of Customer Profiling
• The History of Temperament Profiling
• The Myers-Briggs Type Indicator
• DISC Temperament Profiling System
• Understanding the Four Customer Temperament Styles

Customer Segmentation, Data Mining and Market Analysis 

• SWOT Analysis
• What are the benefits of Customer Segmentation?
• Using Segmentation to gain customer Insight and Market Penetration
• Data Mining
• Predictive Modeling
• Customer Lifecycle Management

Communication and Interpersonal Skills Development  

• Eliminating the Roadblocks to Effective Communication
• The Importance of Understanding your Customer’s Body Language
• Identifying your Customer’s “Preferred Learning Style”
• Active Listening and Questioning Skills to Improve Communication Effectiveness
• Tips for Giving and Receiving Feedback

Customer Profiling Techniques to Enhance Customer Satisfaction and Loyalty    

• Serving Internal and External Customers
• WOW Factor: Customer “touch points”
• Motivating Internal and External Customers
• The Benefits of Measuring and Monitoring Customer Satisfaction
• Best Practices for Creating a Customer Satisfaction Survey
• Your Attitude Makes a Difference

Personal Development for Continuous Improvement

• Developing your Action Plan
• Setting SMART Goals
• Common Traits of Successful Leaders
• Stress Management Techniques
• Time Management Skills to Improve Productivity

FOR WHOM:

Marketing & Sales Personnel

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.