Sales and Customer Relation Mastery training series, covering area of retail sales environment, personalised and long term customer account management, customer relation and experiences.

1. Self-Empowerment Coach
Empowering EQ, Leadership and
Positive Attitude
Sales & Customer Relation Mastery
Training Series

2. It’s Still about Emotion
Human behaviour is driven
by emotion.
Dealing with customer means
dealing with human
emotions, needs and
desires.
Master the emotions, and
you can master the world.

3. Customer Service is not a department , is in every department!

4. 20% IQ
+
80% EQ
Product, Price, Place, Promotion
People, Purpose, Passion, Perseverance
Creating Profitable Customer
Relation

5. Mastering EQ for Profitability
• Self-motivated
• Think positive
• Communicate well
• Trust & win trust
• Ability to influence
• Sell solutions
People, Purpose, Passion, Perseverance
People with good EQ are ….

6. People with Good EQ are
people who….
Creative instead of critic
Synergize instead of standardize
Integrate instead of isolate

7. Mastering YOUR emotion +
influence CUSTOMER emotion =
profitability + loyalty

8. Sales & Customer Relation Mastery
training series
List of programs:
 Empowering Positive Sales & Customer Relation Attitude
 Empowering Excellent Customer Service Experience
 Empowering Personalised Selling and Closing Like a Pro
To acquire detail program out line,
email Coach Angela Bong HE at
secoach@hotmail.com.

9. Empowering Positive Sales & Customer
Relation Attitude
Program Intro:
A powerful sales and customer service training
program that build Positive and Proactive retail sales
team, that is inspired to serve from heart,
self-motivated to achieve
sales result and able to
Build good customer relation
As a team context.

10. What will you learn?
1) Understand the beauty and opportunity of retail sales and
service industry.
2) Mastering the technique to be a successful and happy sales
person.
3) Understand DISC Behavioural Model and communication
style.
4) Using DISC in to build positive first impression and customer
rapport.
5) Apply effective sales approach according to customer DICS.
6) Improve confident and ability in closing the sales.
7) Understand your strength and limitation and learn to
overcome it.
8) Erase fear, worries and stress and able to deliver sales result
happily.

11. Module 1: Sales and Customer Relation
Fundamental
1.1 Definition of customer service and customer
relation.
1.2 Understand customer's needs and expectation.
1.3 Understand service lapse and how to avoid it.
1.4 Defining leadership of sales and service personnel.
Module 2: The Winning Attitude and First
Impression
2.1 The 10 Golden Behaviours of great service attitude.
2.2 The top 5 JRCs and skills of a successful
salesperson.
2.3 The power of first impression.
2.4 Building your powerful 10 second service elevator
pitch.
Module 3: Making the Power Sales Pitch with
Product FAB
3.1 Powerful 60 seconds intro of company and product.
3.2 Articulating product F.A.B
3.3 Handling customer's objection gracefully.
3.4 Handling of unhappy customer with previous
purchase or past experience.
Program outline: Empowering Positive Sales & Customer Relation Attitude
Module 4: Understanding DISC
Behavioural Model
4.1 Mastering the 4 types of behavioural
and communication model of DISC.
4.2 Identify customer types with 3 Golden
Questions.
4.3 Characteristics of buying decision of
DISC customer types.
4.4 Pressing the hot button of DISC to
close the sales with no sweat!
Module 5: Building Personalised and
Lasting Customer Relation
5.1 Becoming a problem solver of your
customers.
5.2 Imparting the customer centric
mindset.
5.3 Using customer-centered selling
approach to provide values.
5.4 3 Golden rules for customer to come
back to you.
Module 6: Action Plan

12. Empowering Excellent Customer
Service & Experience
Program Intro:
A program that designed to build customer service
personnel from good to great, able to deliver
excellent service, handling difficult customers with
positive attitude,
managing stress from
customers and being
motivated to serve at all time.

13. What will you learn?
1) Understand what is exceptional customer service.
2) Identify the key to great customer service that exceed
customer expectation.
3) Recognize barriers to the delivery of outstanding
customer service.
4) Adapt to customer behaviour and communication styles
with DISC model.
5) Effectively handle all complaints and customer service
issues
6) Developing proactive service attitude
7) Mastering professional customer service over the phone
8) Learn techniques for dealing with angry or upset
customers.

14. Module 1: Customer Service Framework
1.1 Definition of customer service
1.2 Reflection of your customer service experience.
1.3 Understand why customer leave.
1.4 Common excuses for service lapses.
Activity: Self assessment of your customer service
experience.
Module 2: Establishing Positive Customer Service
Attitude
2.1 The appearance count.
2.2 Making first impression as priority.
2.3 Understanding customer expectation and needs.
2.4 The 5 elements of going beyond expectation
Activity: Developing your organization service FAQ.
Module 3: Customer Service Competency
3.1 Knowledge about company, product and services.
3.2 The Z-Model in solving customer problem.
3.3 Getting Motivated to serve with positive values
and energy.
3.4 Building the "CARE" service image.
Activity: Role Play of solving customer problem.
Empowering Excellent Customer Service & Experience
Module 4: Effective Customer Communication
4.1 Answering, transferring and taking telephone
message effectively.
4.2 The Art of effective listening
4.3 Building excellent verbal communication skill.
4.4 The art of asking question to understand
customer needs.
Module 5: DISC Behavioral Model
5.1 Understand customer behavior with DISC
Model.
5.2 The 4 style of communication of DISC.
5.3 The expectation and hot button of DISC.
5.3 Managing angry DISC customer.
Activity: Role play of managing angry DISC
customer.
Module 6: Handling Difficult & angry
Customer
5.1 De-escalating anger and dealing with
emotion.
5.2 Establishing common ground and setting
your limits.
5.3 Service recovery process and technique.
5.4 Managing your emotions and stress as a
customer service profession.

15. Empowering Personalised Sales &
Closing Like A Pro
accurately, sell the way
that the customers want to
be sold, creating
long-lasting raving fans.
Program Intro:
A powerful sales profession training program that build
Needs and Solutions based Salesmanship that is
self-motivated, able to diagnose customer's needs

16. Program objectives:
1) Mastering sales approach and effective closing techniques.
2) Building positive sales energy for yourself and your team.
3) Mastering the technique of Enneagram Personality Mapping ,
target and market effectively to the right customer.
4) Understand the communication style and buying pattern of
Enneagram types.
5) Apply effective EnneaTypes sales approach to win buying
decision and continuous business.
6) Improve sales confident and ability in closing the sales.
7) Understand your strength and limiting sales beliefs and learn
to overcome it.
8) Erase fear, worries and stress and able to deliver sales result
happily.

17. Module 1: Sales Function Fundamental
1.1 Sales function in an organization.
1.2 Behaviours, characteristics and skills of a
successful salesperson.
1.3 Characteristics of different selling models, types
and structures.
1.4 Calculating and planning your sales based on
your sales target.
Module 2: Sales Planning and Prospecting
2.1 Planning your calendar to achieve sales goals
and build sales pipeline.
2.2 Identifying resources and methods of
generating leads.
2.3 Identify and prospecting the potential customer.
2.4 Making positive sales energy to win trust.
Module 3: Making the Elevator Sales Pitch and
Power Presentation
3.1 Powerful 60 seconds introduction of yourself
and company.
3.2 Articulating product F.A.B
3.3 Handling customer's objection with no sweat.
3.4 Effective sales follow up.
Empowering Personalised Sales & Closing Like a Pro
Module 4: Building Personalised
Customer Relationship
4.1 Understanding different
communication style and decision making
factors.
4.2 Matching your sales approach to the 9
personality types of customers.
4.3 Understand your own unique
salesmanship with Enneagram.
4.4 Becoming a problem solver of your
customers.
Module 5: Techniques of Closing the
Sales
5.1 Using a customer-centered selling
approach to provide value.
5.2 Choose a closing technique to earn
the business.
5.3 Follow up and follow through on
delivery.
5.4 Asking for customer referral.

18. SECoach
Your preferred HRD partner of Staff Training and Talents Development,
to achieve higher performance, organisation grow and employee loyalty,
through competency enhancement, and impartation of EQ, Leadership
and Positive Attitude.

19. Coach Angela Bong Hua Eng
In House Training l Personal Growth Workshop
Motivation Seminars l Personal Consultation and Counselling
• 14 years of design and delivery
of impactful training.
• 16 years of corporate
experience.
• HRDF certified trainer.
• Certified Accelerated Learning
Trainer.
• Certified Subconscious
Emotional Healing Practitioner.
• Enneagram Personality Coach
secoach@hotmail.com l +6012-484 7702
Re-energizing
your
Manpower

20. Clients List
• Armada Hotel PJ
• Traders Hotel KL
• JP Morgan Chase
• Sunrise Bhd
• Novozymes Malaysia
• Rubberex Malaysia
• 1MForYou
• Utusan Malayu
• Ranhill Group
• UMW
• Bank Negara
• Bank Islam
• Port Dickson Energy
• Super Enterprise
• Sime Darby Group
• KDU University
• Motorolo Solution
Incorporation
• Rubberex
secoach@hotmail.com l +6012-484 7702

21. Testimonies
• "Good trainer, able to share a lot of experience and knowledge, give me
ideas on how to solve people attitude problem. Some of my staff
attended training earlier than myself, I already notice the positive
change in their working attitude. “ ~ Puan Rasidah Mawang (QE
Leader)
• "Relevant to my personal and career growth. Also helpful in
understanding my colleagues. This course promote a healthier, more
harmonies workplace environment and relationship.“ ~ Ms Teresa G
(Procurement , 2nd generation owner of public listed company)
• "Good training to attend. Practical tools that can easily apply to my
work, and thanks for the tips in using smart phone apps that helps to
improve our work effectiveness. " ~CK Goh (Senior Project Manager)
• "It's a good course to attend, which I discovered a lot of blind spots in
managing my work and my personal life. It's an eyes opener for me to
know how important is Time Management in contributing to stress
management. I Love it!". ~Ms Goh PH (Regional Sales Manager)