The following pages are an excerpt from the second of eighteen units of the Customer Satisfaction Program. This unit, "Customer Satisfaction Path", introduces the concept of consultative selling, along with the six stages customers go through in making a buying decision.

This program was designed using a performance-based training format.

Other units in the Customer Satisfaction Program not presented here include:

• Learning Method
• Observing
• Questioning
• Listening
• Establishing Rapport
• Knowing Products And Services
• Explaining Benefits And Limitations
• Affirming Product Features And Benefits
• Developing Personalized Expectations
• Discovering Needs And Valued Benefits
• Selecting Relevant Products
• Conducting The Discussion
• Resolving Concerns
• Moving To A Decision
• Practicing Your Skills
• After The Sale
• Keeping Your Skills

A further description of the entire program is available in the Performance Care Catalog. To preview the unit "Customer Satisfaction Path", press the next page button below.