Overview Retail Workshops Professional Diploma in Retail Management		CONNECTING WITH CUSTOMERS IN 90 SECONDS 17 July 2008 (Thursday) OBJECTIVES Upon completion of the workshop, participants should be able to: 1. Develop the skills in building positive relationships with customers; 2. Acquire the key steps in creating instant connection with customers; 3. Discover specific behaviors that create instant rapport & trust naturally; 4. Build trust & sincerity beyond individual personality & experience. WORKSHOP OUTLINE 1. Timeliness & Importance of First Impressions; 　- Brainstorming on how long it takes for customers to judge. 2. Attitudes that Drive Behavior vs. Behaviors that Drive Attitude; 　- Interacting with helpful vs. unhelpful modes. 3. Synchronizing Body Language (Eye Contact, Smile, Tone, Gesture etc.); 　- Demonstration and role-play on envisaging care & creating the ME TOO moment. 4. Understanding difficult behaviors: 　- Practice and drill on addressed prompting for better understanding. Date 17 July 2008 (Thursday) Time 2 hours (10:00 a.m. – 12:00 noon) Target Participants Shop Sales Staff / Supervisor Instructor Mr. Alex Tam Language Cantonese Venue Rm 302, 3/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong Fee HKRMA Members: HK$350 Non-HKRMA Members: HK$525 Enrollment For enrollment details, please download a copy of the workshop circular. For any enquiries, please contact the HKRMA at Tel: 852-2866 8311 or Fax: 852-2866 8380.