-    Positive Mindset (Personal Development).

-    The power of word - Words are extremely powerful tools that we can use to uplift our personal energy and improve our skills.

-    Introduce the two aspects- giving a high-level overview of psychology of service.

-    How to achieve your dream – how to write your goals and to kill your barriers by using your optimal mindset.

-    How do I see myself? Your feelings & behaviors.

-    Emotional and Behavioral scale - how to control your stress to use your optimal mindset in sales.

-    Responsibility & Choice Circles – how to find the best solution to your obstacles.

-    Optimal Mindset (Building Customer Relationship to Increase Satisfaction).

-    The P/T circle – How to achieve a balance approach between your knowledge and skills.

-    Introduction to the best language in customer service - to build a solid relationship with customers.

-    Best language in customer service – key elements to build a customer relationship to increase the customer satisfaction and sales .

-    Customer experience means - by thinking about how we want customers to describe us and our relationships with them.

-    Positive 1^st response – How to answer customer’s request in positive way.

-    How to say NO - We lose opportunities by saying No to our customers and by using our techniques sales staff will be able to say NO in a professional way and gain more value.

-    How to handle complaints, feedback & criticism - how we can deliver a positive 1^st Response when managing a complaint or criticism and to change the complaint to opportunity.

-    No Road Blocks.

-    Progress Report to keep people informed.

-    Follow up.

-    Non-technical language.

-    Running commentary.

-    Preface

-    Practical cases and role play activities.