CALENDER ACTIVITIES 2006-2007

PROFESSIONAL EDUCATION PROGRAMS

MARKETING AND BUSINESS DEVELOPMENT

CALENDER YEAR 2007

CUSTOMERS RELATIONSHIP MANAGEMENT

INTRODUCTION

Banking is increasingly becoming a competitive business where bankers have to maintain an excellent relationship with customers to be able to maintain their share in the local market.

OBJECTIVES

	To increase participant's awareness of the importance of customer service principles
	To develop participant's understanding of customers needs and ways to satisfy them
	To understand customer's buying behavior
	To understand selling skills and attitudes a sales person should have
	To know stages of personal selling, and styles in convincing customer to buy
	To understand negotiation in selling, time management for improving sales, and selling on the phone

CONTENTS

	Basic sales techniques
	Problems during the sales process
	Ways of defining customer needs and tools used to satisfy these needs
	The customers buying behavior
	Customer service concept and Service circle
	Attitudes & Selling skills a sales person must have
	Kinds of selling promotions categories and customers
	Selling Skills: Convincing Customers Negotiations in selling Sales Time Management Selling on the phone

METHODS
Lecture-discussions, workshops, exercises and cases studies.

TARGET AUDIENCE
Banking employees who are involved directly in selling to the customer

LANGUAGE
The preogram material will be provided in Arabic while lectures will be presented in both English and Arabic.

DURATION
The Program will be conducted for 7.5 weeks (Twice weekly). Sessions will be held from 5.00pm - 8.00pm plus 2 hours for the final exam.