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Consultive Business Skills
           by Karen Mantyla, Quiet Power, Inc.

Approximate length of program – 1 day

Welcome

• Introduction and Objectives
• Participant Expectations

• Activity - Customer Input-Individual and Group Work
• Key Result areas
• Handout 1-Customer Service Priority Sheet
• Handout 2 – Supportive and Customer Focused Behaviors

• Section 1:  Customer Service and Satisfaction
• Customer Service or Satisfaction – What’s the Difference?
• Service to Customers

• BREAK

• Section 2:  The Power of Consultative Business Skills 
• Mind-set and Approach
• Activity Handout 3-Keeping Customers Satisfied – A Checklist of Customer Service Skills

• VIDEO

• LUNCH

• Section 3:  Preparing to Use your Consultative Skills
• Communicating With Customers
• Identifying Customer Needs
• Interpersonal Skills Needed for Different Customers
• Activity - IEP Profile and debrief

• BREAK

• Section 3 Continued

• Preparing to Deal with Customers
• Diamonds on Velvet®
• Objections from Customers

• ACTIVITY:  Sailboat/Star

• Section 4:  Conclusion
• Developing a Proactive Service Plan
• Helping your Customers Help YOU

• VIDEO:  Everyday Creativity

• Review Participant Objectives

• Certificates and Close

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