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Description

Customer-Facing Attitude: Welcoming, Questioning and Closing a Client Conversation

Clients remember less about what was sold to them than about how they were listened to and treated

  • 1 day — 7 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

In many teams, client contact rests on habits picked up over time. Answers are technically correct, yet the exchange stays cold, questions are missing and the client leaves without ever expressing the real need. Opportunities to offer a complementary solution go unnoticed and complaints quickly turn into conflict.

This one-day programme works on behaviour rather than on sales scripts: welcoming posture, active listening, questioning, reformulation and closing. The seven hours are built around role-plays drawn from participants' daily reality, performed in front of the group and then analysed.

Learning objectives

  • Adopt a welcoming posture suited to the contact channel used
  • Lead a line of questioning that brings out the client's real need
  • Reformulate a request to confirm understanding before responding
  • Present a proposal in terms of concrete benefits for the client
  • Handle a negative remark without becoming defensive or promising the impossible

What makes this programme different

Each participant re-enacts a situation genuinely experienced with their own clients
Exchanges are analysed using an observation grid completed by the group
A personal improvement plan with three actions is formalised at the end of the day

Programme

1The First Moments of Contact

What happens before any words are spoken

  • Effect of eye contact, voice and perceived availability
  • Adapting the welcome by telephone, at the counter and in writing
  • Managing waiting times and interruptions
  • Opening phrases that genuinely engage the exchange

2Understanding Before Proposing

Questioning and reformulating

  • Open, closed and clarifying questions
  • Active listening and signs of understanding given to the client
  • Reformulating the request and confirming the need
  • Identifying expectations that are not expressed

3Proposing and Closing

Building the case and handling tension

  • Presenting a solution in terms of concrete benefits
  • Responding to objections on price and lead time
  • Attitude towards a dissatisfied or time-pressured client
  • Closing the exchange and taking leave

Who is it for

Sales staff, client advisers, front-desk and reception teams, technicians in contact with clients and anyone representing the company before its customers.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.