In this fun information-rich program, participants take their Charis passport to three different cultures in one day. Ideal for large groups, this program gives customer service, sales and other staff the ability to start relationships right by showing respect in culturally appropriate ways. Participants learn important communication strategies for presenting information, negotiating and completing a sales or service transaction. Learn how to build trust and rapport that will ensure that customers refer their family and friends to your organization.
Build awareness of the cultural values, beliefs, tastes, social etiquette and negotiating styles of multicultural customers in order to increase the comfort level, communication skills and effectiveness of sales people, customer service representatives, and other staff.
Training Content – Participants will learn:
Customization Needs Assessment:
Each Passport to Multicultural Customers program is customized to:
- Identify the needs of the group (e.g. home-builders, sales force, customer service, etc.)
- Select the most frequent and/or challenging cultures employees deal with.
- Include situations where participants will be more effective.
- Start at the right level of knowledge and awareness of the participants.
Three Cultures in One Day:
The client selects three cultures for the program from Charis’ 30 country or ethnic group programs. Each culture module is presented by a Charis trainer who is a native of that culture, has lived in the target culture and worked in the U.S., and knows the salient customer interface issues.
Passport Program Content:
- How to deal with husband and wife or extended family teams (greetings, eye contact, whom to address and how, etc.)
- Decision-making processes in each culture, especially when relatives are involved
- How different cultures discuss money
- Perceptions of authority and expectations of customer service
- Negotiating styles and timing, and how to deal with “tough” negotiators
- “Small talk” conversation openers that are appealing, and topics to avoid
- Body language and gestures – how to interpret theirs; normal U.S. gestures that are unfamiliar or offensive to others
- How to read ambiguous answers that may mean “no”
- How to keep your patience and courtesy when foreign customs are frustrating or offensive to you
- How to ask for referrals and promote word-of-mouth advertising within each ethnic community
- Industry-specific: (e.g., Homebuilders) preferences in home style and location (feng shui, included if needed), home blessings and other home-related customs
Accelerated Learning Techniques:
To gain insight, knowledge and appreciation for the cultures the participants are dealing with, Charis uses accelerated learning techniques that enable participants to learn on multiple levels (hearing, sight, touch, taste) bringing cultural artifacts, music, food, prizes to the program. They also participate in activities that teach problem-solving strategies for working across cultures.
What participants have to say:
“I walked into this homeowners residence and everything I learned in the Passport to Homebuyers program applied that morning. This customer had previously been difficult, and this day I used what I learned and everything worked out great. I couldn’t have been happier!.”– Jim Berson, VP Sales and Marketing
“Very important to learn how to approach and relate to various cultures, especially in sales. David Wan’s presentation (Chinese culture) was particularly informative, organized and interesting. Excellent!”
– Sales Associate, Greenbriar Community Homes
Sales with Asian Customers
Be sensitive about giving face, i.e., informing but not patronizing, while leaving room for face-saving requests and “graceful exits” in negotiations.
Be comfortable when they speak in their language, even if you feel totally left out.
Use your resourcefulness, without breaking rules, to make them feel they are your most valuable customers. Earn their respect, trust and business, in that order.