Overview Retail Workshops Professional Diploma in Retail Management		CONNECTING WITH CUSTOMERS IN 90 SECONDS OR LESS 25 February 2008 (Wednesday) 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. Getting Customers Talking……Keeping them Talking; 　- Practice and drill on addressed prompting for better understanding. Date 25 February 2009 (Wednesday) Time 3.5 hours (9:00 a.m. – 12:30 p.m.) Target Participants Shop Sales Staff / Supervisor Instructor Mr. Alex Tam Language Cantonese Venue Rm 301, 3/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong Fee HKRMA Members: HK$450 Non-HKRMA Members: HK$675 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.