NEW DATE: 5-6 NOVEMBER
COURSE OBJECTIVE:
This two-day program is designed to equip participants with a structured, psychology-based approach to selling and to customer experience management. By the end of the program, you will be able to run a repeatable personal sales flow from opening to close, handle objections and resistance with confidence, and intentionally design and manage every customer touchpoint to turn satisfied customers into loyal ones.
WHY TAKE THIS COURSE?
- Sales as a Process, Not a Personality: You will learn selling as a structured psychological process, gaining practical Neuro-Linguistic Programming (NLP)-based steps to build rapport, question with precision, handle resistance and gain commitment — instead of relying on natural charisma.
- Manage Experience, Not Just Service: You will move beyond reactive service to the intentional management of every touchpoint, using recognised frameworks to diagnose gaps, map journeys and design memorable moments.
- Drive Loyalty and Results: By mastering objection handling, service recovery and behavioural design, you will be able to protect deals, recover dissatisfied customers and build the kind of experience that produces measurable loyalty.
WHO IS THIS COURSE FOR?
This course is ideal for a wide range of professionals who own or influence the sales and customer experience results of their teams:
Sales & Commercial Teams:
- Salespeople and account managers seeking a repeatable, structured sales process
- Commercial staff who want to convert resistance and hesitation into forward movement
Customer-Facing & Service Teams:
- Customer experience, service and support staff responsible for day-to-day touchpoints
- Team members involved in handling complaints and service recovery
Managers & Business Owners:
- Managers aiming to align employee experience with customer experience
- Business owners seeking to optimise the full customer journey and commercial performance
COURSE SPECIFICS
- Duration: 2 days (1-hour lunch break and two 15-minute coffee breaks)
- Focus: Sales excellence and customer experience excellence, drawing on Neuro-Linguistic Programming (NLP), psychology, KPMG’s Six Pillars of experience, customer journey mapping, Voice of Customer metrics and behavioural design principles
- Approach: From foundational concepts to advanced application, the course is designed to progressively build participants’ skills through drills, role-play and real scenarios.
- Language: The training will be conducted in English.
Key Takeaways
- A repeatable, five-step NLP sales process from rapport to commitment
- Practical techniques to loop and defuse objections such as price resistance and “I’ll think about it”
- A working method to map customer journeys, locate friction, and design the moments that matter
- The ability to choose and justify the right experience metrics (CSAT, NPS, CES) rather than worshipping one
- A concrete 30-day action plan targeting each participant’s weakest step and weakest pillar
Agenda
Day 1: Sales Excellence
09:00 – 09:30: Opening
- Why selling is a structured psychological process, not personality
- Where each participant currently loses deals
09:30 – 10:45: The NLP Sales Process in 5 Steps
- Rapport, precision questioning, aligning the solution to the client’s need, handling resistance, gaining commitment
10:45 – 11:00: Break
11:00 – 12:30: The 5 Steps in Practice
- Questioning and rapport drills with real scenarios in mixed-sector groups
12:30 – 13:30: Lunch
13:30 – 14:30: The Conviction Line
- Keeping the sales conversation on a controlled path from open to close (a non-trademarked treatment of the straight-line approach)
14:30 – 15:30: Tonality and Certainty
- Building conviction in the product, the salesperson and the company through language and tone
15:30 – 15:45: Break
15:45 – 16:45: Looping Objections
- Turning “I’ll think about it” and price resistance into forward movement; Role-play with participants’ own objections
16:45 – 17:45: Integration and Close
- One repeatable personal sales flow, plus 3 actions on the weakest step
Day 2: Customer Experience Excellence
09:00 – 09:30: The Perception Gap
- Why “service” (reactive) is not “experience” (intentional management of every touchpoint)
09:30 – 10:45: KPMG’s Six Pillars
- Integrity, Personalisation, Expectations, Time & Effort, Resolution, Empathy
- Exercise: Team self-diagnosis across the 6 pillars
10:45 – 11:00: Break
11:00 – 12:30: Customer Journey Mapping
- Map the full journey, mark the moments that matter, locate friction
- Exercise: Each participant maps a real journey
12:30 – 13:30: Lunch
13:30 – 14:30: Measurement: Voice of Customer
- CSAT, NPS, CES and their limits — choosing the right metric, not worshipping one
- Activity: Pick 2 metrics and justify them
14:30 – 15:30: Service Recovery
- Turning a dissatisfied customer into a loyal one. Role-play: Complaint scenarios
15:30 – 15:45: Break
15:45 – 16:30: Behavioural Design of the Experience
- Peak–End Rule and surprise moments, tied back to the morning’s journey map
16:30 – 17:15: The Internal Foundation: EX → CX
- No great customer experience without a great employee experience
17:15 – 17:45: 30-Day Action Plan and Close
- 3 concrete actions, plus return to the weakest pillar
About Trainer:
With a passion for empowering individuals and teams, our trainer brings a unique blend of expertise to the table. As a certified NLP Trainer by American Board of Neuro Linguistics-Programming (ABNLP), he is dedicated to leveraging the power of Neuro-Linguistic Programming to unlock the full potential of individuals within our organisation.
In addition to his NLP certification, he is honoured to hold the title of a Business Coach Certified by Professional Business Coach Alliance (PBCA). This certification reflects his commitment to guiding and inspiring individuals in their professional journeys. Through tailored coaching methodologies, he strives to cultivate a culture of continuous growth and success at Timebuyers.
One of his areas of specialisation lies in team dynamics, particularly honed through his experience in training aviation teams. The aviation industry demands precision, communication, and seamless teamwork. His expertise in aviation-team dynamics has equipped him with invaluable insights into fostering collaboration, effective communication, and trust within a team — principles that he is keen to apply in the dynamic environment of this course.
Course Details
Early bird price: $265 for member | $315 for non-member (Valid until 27 October)
Standard: $280 for member | $330 for non-member
Date: 5-6 November
Time: 9:00 AM – 5:45 PM
Location: TBC
