Questions can assist you in your role by identifying options, choice and gathering information. Learn how to control outcomes and get better results by using the right questioning techniques at the right time. Used by professionals in top roles.

Dealing with difficult people or dealing with complaints should be easier than what it seems. Learn the skills that help disarm, and remove emotion from an argument, or difficult complaint. Help the customer become more effective in communicating and reduce unwanted stress. The techniques in this session provide heaps of amazing tools that you can use to solve complaints easier.

Have you ever wondered how to connect to others quicker? Some people have a natural ability to connect to others and some have to work at the smaller skills such as small talk. Learn how to connect with others making the first impressions easier, and use mirroring techniques to build rapport.

Body language is always a favorite subject and whilst many people have differing opinions on its usefulness, we provide the answers to our participants through a fun and interactive session. Learn what signals your customers are sending you.

Presentation skills can assist you to make more sales and also build the image of your products or services. Participants learn how to make the most and build more value with presentation techniques.

Closing a conversation or sale effectively can be a skill acquired by the some of the best retailers. Did you know there are some Psychological techniques here to be more efficient in communicating your last thoughts? You can learn how a few small changes to your voice will assist with the closing aspect.

Telephones are an important part of retail sales or customer service. We develop the process, provide an example script and respond to any participants needs as we discuss the importance of good telephone etiquette.

Creating or building a positive outlook for your role is important. As you are dealing with customers on a day to day basis, you may find from time to time your outlook matching the time of day. This session here delivers a motivational and positive look into why your mindset and outlook is important in providing retail customer service or sales.

Would you like your customers to say yes more often? Learn the techniques to create positive thinking within your customer and enjoy a customer who not only agrees with you more often, they enjoy the feeling you give them when dealing with you.

Although this session provides information on handling a difficult person or dealing with an angry customer, we also provide some additional tips and scripts to use when faced with a complaint.

Learn why emotion and motivation can be a huge force in either creating positive experiences or controlling an outcome.

Again, customer service or sales in the public eye can be a difficult one. We provide a range of solutions that will keep just about anyone happy.