Customer Behaviour, Service & Satisfaction

Customer Behaviour, Service & Satisfaction

Training Overview

Since organizations cannot go and sell their products or services personally they have to use effective marketing communications. And as one of the vital objectives of the entities are to generate sale, revenue & above all to survive financially, they have to look for effective and skilled marketers or sales professionals. As personal selling is a vital part of communication in marketing, but as it is not available readymade, they have to go for training up sales people as well as often themselves (concern managements) and all their employees involved in the sales process. And that is the main objective of this training session. On the other hand smart sales marketers are required to deal with the savvy prospects/ customers which is the demand of the day. This training program is designed with the objectives to develop the sales professionals who have to bear in mind to get competitive advantage over all the obstacles they may face in the real field of sales & direct marketing. I have attached both theoretical & personal experiences of about 19 years working in this field for raising awareness and provide a clear conception and real selling scenario so that participants may be benefited and at the same time contribute their best to the organization and the society. To this end the challenges and opportunities generally arise in direct marketing & selling process are discussed step by step in the contents available under the ‘Customer Behavior, Service & Satisfaction’


  • All sale and direct marketing oriented professionals engaged or wish to build their career is sales and marketing field in various industries like insurance, Bank, Financial institution, Real estates, pharmaceuticals, Building materials, food industry, retail chain, logistics, supply chain, Apparels, FMCG and above all those who are involved in personal selling/ one to one selling and personal sales management. New graduates or young entrepreneurs interested to start sales oriented new business. Independent business entity owners dealing sale businessmen of any product or service.
  • Anyone who want to build his career in Sales & Marketing Department.
  • New startups or Entrepreneur or Consultants & fresh graduates.


To play role based on practical or real life scenario, individual / group experience sharing interactive lecture, power point presentation, group work, sharing of real life examples.


To provide the participants with an idea of what Customer Relationship Management (CRM) mean. CRM is an information system which sets out a framework model that deal with the three main customer-oriented competencies to be a successful CRM enterprise. It provides practical guidelines that might be turned into immediate actions by any enterprise. It includes methodologies and usual Internet capabilities that helps an enterprise manage customer relationships in a organized way.


  1. For information: For sharing information regarding selling & direct marketing.
  2. To initiate action: Marketers can take initiative to start working confidently.
  3. To change behavior: Sales people can enjoy maintaining responsibility.

Customer Behavior, Service & Satisfaction

  • What is Customer Behavior?
  • Who is Consumer/ Customer?
  • What is the Nature of Consumer Behavior?
  • Challenge of Consumer Behavior and how to Face the Challenge:
  • Customer Behavior Model
  • Characteristics/ Factors Influencing Consumer Behavior
  • Importance of Consumer Behavior
  • Customer insight analysis
  • Value Creations
  • Types of consumer and their behavior model
  • Types of Customer and how to appeal them
  • Four Types of Buying Behavior
  • Different type of Consumer Behavior
  • Customer’s Characteristics
  • Buying process of consumers & business buyers:
  • Buying Situation Faced by House hold Customers VS Business Buyers:
  • Understanding the Psychology of Customer and their Expectations
  • Addressing Customers’ Needs and their Behavior Style
  • What are your findings about the customer?
  • Organizational Design for Customer Behavior
  • Contemporary Issues In terms of Customer Service & Customer Behavior
  • Importance of Uncovering and Developing Customer Need
  • What is customer value? How to create customer value? Consumers’ expectation vs satisfaction.
  • Relationship Building Block: Customer Value and Satisfaction
  • Capturing Value from the Customer
  • Building Profitable Customer Relationship
  • Identify and Serve more to your most Valuable Customer
  • Customer Relationship Management
  • Building Customer Relationship
  • Linking Campaign with Customer Service
Mohammad Salauddin

Mohammad Salauddin

Sales and Customer Service Specialist

Mr. Mohammad Salauddin has a vast working experience of about 20 years in financial sector on sales & direct marketing in a leading multinational company with adequate job enlargement and enrichment as well as diversified job responsibilities. He is taking care of the recruitment, training, supervising & above all people management to ensure as per KPI.

He conducted training on “Sales cycle” to the marketers as a facilitator in his corporate head office for several years. Most of the training participants are doing great in the market as consultants and managers.

He has been conducting trainings in his organization and in different training platforms and corporate levels belonging to various industries having personal sales and marketing oriented manpower for over sixteen years. He is passionate in developing people as future helpful leaders in social and corporate world over the country.

He is an enrolled trainer at Dhaka Chamber of Commerce &Industry Business Institute (DBI)&Bdjobs Training. He is the founder of Skill Sets BD.

He also conducts training based on soft skills especially on Employability Skills for Professionals, Emotional Intelligence for Success in Career, Time Management, Stress Management, Negotiation Skill, Effective Meeting Management, Interpersonal Skill Development and Effective Communication Skill to make strong working relationship.

He has undergone many high quality Soft-Skills Trainings, Social & Emotional Intelligence Intensive Training Program, Competency based Training on Sales, Marketing, HRM, NLP in Business Development, Supply Chain Management including a good number of National & International Seminars and Conferences as well as Train-the-Trainers (TTT) program.

He has participated in the Certificate Course on ‘Leadership and Change Management’ under MDP, IBA, University of Dhaka.

He is awarded Certificate of participation in the workshop under the title of ‘Leadership for Career Progression’ based on Nero-Linguistic Programming (NLP) organized by ‘Australian Institute of Strategic Leadership and Business Management’ and on NLP FOUNDATION CERTIFICATION by LUKE SALWAY (Life Coach & Managing Director of NLP Top Coach) & the ‘SOCIAL & EMOTIONAL INTELLIGENCE INTENSIVE TRAINING PROGRAM’ with international certificate by People builders, Australia and the Institute for Social+Emotional Intelligence Asia Pacific& International training on ‘SOLVING HUMAN AND ORGANIZATIOANL PROBLEMS (SHOP)’ organized by BJTI an enterprise of BAAS. Attended the training sessions on: ‘Managerial Leadership on Turbulent Times’& ‘Managerial Leadership in Global Arena’ by Aparna Sharma (HR Expert, Motivational Speaker, & Independent Director, Board of T.S. Alloys Ltd, Mumbai, India.). Attended the leadership training on ‘Assessing Your Leadership Style’ & ‘Leading with Head, Hands and Heart’ by Jenny Hyatt (Founder, Director, The Global Quotient)

Currently he is associated with:

BSHRM (as associate member),

BOLD (as Fellow member),

IPM (Associate Member),

BSAHRP (Professional Member)

SEP (Organizing secretary & EC member)

Founder Member HR Club Bangladesh (HRCB)

Life Member Indian Society for Training and Development (ISTD), India/ Kolkata

He belonged to the Department of English literature from Jagannath University, completed post graduate diploma in Human Resource Management and supply chain management from ABP, UK. He was also a member of Society for Human Resource Management (SHRM, USA) and enrolled for their courses. He has completed Executive MBA in Marketing from BRAC University.

April 26, 2019
09:30 am - 05:30 pm
1 Day
Reg. Before
April 21, 2019
NRB Jobs Training Center
NRB Jobs Training reserves the right to alter dates, content, venue and trainer.
Per Perticipant
BDT 4,000/- 

Early Bird Discount
(Excluding All Tax & VAT)