"NPS.. To The Max!"
G.U.E.S.T is a simulation of providing customer experience to both internal & external customers, which offers retail associates, sales, customer service agents & colleagues a safe forum in which they can apply & learn by doing. G.U.E.S.T focuses on how to walk the journey with your customer from greeting to closure by following the simulation dynamics.
SIMULATION DETAILS:
- Theme: B2C Market Competitors
- Audience: B2C Sales & Customer Service
- Duration: 2 Days
- Reference: Multiple References “Customer Experience’s Researches”
SIMULATION OVERVIEW:
Customer experience agents are the organization’s gateway to connect with customers, solve their challenges with the service provided and show them that we care. This simulation focuses on mastering customer service by adopting the “Guest” mindset to enhance satisfaction and boost retail sales. Training staff to anticipate and exceed expectations builds loyalty and drives repeat business, improving Net Promoter Scores. Integrating sales techniques also empowers employees to upsell and cross-sell, increasing revenue.
OBJECTIVES & OUTCOMES:
Market Awareness: Understand how mindset, behaviors, and decisions impact organizational reputation, profitability, and personal benefits.
Customer-Centric Approach: Shift from direct selling to uncovering both functional and emotional customer needs.
Customer Loyalty: Learn how meeting true needs transforms regular customers into loyal advocates.
Customer Journey Excellence: Enhance customer experience by walking step-by-step with customers to exceed expectations at every stage.
BY THE END OF THIS SIMULATION:
Participants will be able to adopt a customer-first mindset, creating lasting relationships that boost loyalty, strengthen reputation, and drive sustainable business results.