Patricia Louise S.

Guardiana
Tricia Ann Patricio
Kaira T. Vasquez

CASE QUESTION #4.

 The 3 trainings to be provided are Customer service, Interpersonal skills, and Product
knowledge.

Customer service
Customer Service training is important to improve product sales through product
improvement of Morena Appliance Manufacturing company because this training will provide a
huge impact in employee's customer service and to train very well their production workers
about "customer service". Customer service training for employee will be the company’s
opportunity to connect with customers to solve problems, and show they care and when
customer service is executed well. Customer service training for employees must receive with
the goal of improving support and satisfaction among customers. Service experiences are what
stick with their customers and inspire reviews and word-of-mouth advertising. The customer
service training can build confidence in dealing with customers. It will also ensure that the
employees will fully understand the products and services. The remarkable customer service is
a competitive advantage and It will also be the key player in the game of customer retention.
Through this training every employee can improve by practicing the right behaviours and they
can make them comfortable in customer-facing situations and it is important to remember that
customer service can be a demanding role. Unhappy customers may interact tensely, and the
representatives must learn how to cope with complaints, that's why this training about customer
service is important.

Interpersonal Skills
Interpersonal Skills is an essential training for the workers of Morena Appliance Manufacturing
to equip the workers in enhancing better communication with other people. This training
definitely pertains in appreciating the subordinates and negotiating with customers. This training
serves as a practice to help the workers learn the importance of teamwork, understand the
people through active listening and build good relationships with the customers. To improve
product sales, need to have good input of worker's interpersonal skills, a quality product may
not be patronized and be endorsed without good interpersonal skills of a worker.

Product Knowledge
Product knowledge training is important in training production workers of Morena Appliance
company to improve their product sales because this training is important tool for closing sales
and it instills faith, trust, and respect in the customer, which creates a positive customer
experience. The importance of product knowledge represents itself the most in these situations:
Answering difficult questions, building trust, and making lasting impressions. Product training
with emphasis toward product knowledge will be more effective in helping the deliver customer
experiences that “Wow” before your competitors do. Product knowledge training will ensure that
sales professionals or not can communicate effectively and enthusiastically, building trust and
confidence relationships. It also means that they can answer questions on the spot and
overcome objections.