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Prérequis
Maîtrise du français, une 1ere expérience professionnelle est appréciée.
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Coût
Possibilité de devis individuel ou intra-entreprise.
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Durée
4 jours
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Heures totales
28 heures
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Format
Adaptable en présentiel, à distance ou en blended Learning.
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Objectifs de LA formation
Renforcer la posture de conseil et l’expérience client globale.
Développer une expertise relationnelle et commerciale adaptée aux enjeux actuels du commerce.
Maîtriser les techniques d’accueil et d’orientation client.
Identifier avec précision les besoins du client.
Proposer des recommandations personnalisées de produits et services.
Mettre en œuvre des leviers de fidélisation et de satisfaction client.
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PROGRAMME de formation
Techniques d’accueil et d’orientation client
Adopter une posture professionnelle dès le premier contact
Accueillir en présentiel ou à distance avec aisance
Adapter son discours à différents profils clients
Identification des besoins
Techniques de questionnement et d’écoute active
Repérage des signaux d’achat
Analyse du parcours client type
Conseil et recommandation
Argumentaire personnalisé orienté client
Techniques de vente conseil
Valorisation des produits / services complémentaires
Fidélisation et satisfaction
Mesurer la satisfaction client (NPS, enquêtes)
Construire des actions de fidélisation
Gérer les réclamations de manière positive
Conditions d'admission
Entrée en formation : sous 15 jours après validation du dossier
Admission : fiche d’inscription + entretien de positionnement
CONTINUER À APPRENDRE
Construisons un plan de formation qui vous convient
Que vous ayez besoin d'un module ou d'un déploiement complet de formation, parlons-en.
