Soft and hard skills with foreign customers
Module 1: Understand cultural codes of customers
1. Detect cultural differences
- Reveal misunderstandings caused by cultural differences
- Gather people over differences
2. The cross-cultural science, key to succeed with global customers
- Foundation of the culture and system of values
- Consciousness of its own cultural background
- Detect and overcome stereotypes
- Differences of perception and communication issues
3. Assess culture impact on customer relationship
- Traditional values, habits and taboos
- Relationship to time, space and consuming
- Reasoning style
- Relationship to others, to hierarchy and to authority
- Behaviours in front of foreigners
- Expression of emotions
4. Know the consumer lifestyle
- Customers diversity, consumers typology
- Motivation of decision-making: impulse purchase, attraction for foreign products, branding
- Different consumer habits
Module 2: Maximize relationships with foreign customers
1. Assess the notion of service
- The notion of service in France or in other countries
- Customer's expectations according to culture
- Particular according to business field
- Consumer behavior evolution
- From the welcome to the sales
2. Know how to behave with foreign customers
- Active listening and unobstrusive observation
- Personal space notion
- Positive or negative behaviour according to cultures
- Politeness rules and know-how to respect
- Adopt or avoid some gestures
3. Communicate efficiently with foreign customers
- Communication styles, communication types
- Language barriers
- Words and messages signification, interpretation divergences
- Non-verbal communication, eyes role
- Meanings and unconscious messages of non-verbal communication
4. Last practical advices
- Protocole, etiquette and social codes
- Items to avoid
- Welcoming expressions
- Keywords for an efficient welcoming
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