Customer Behaviour Analysis

TGS-2020513727

Course Overview

Understanding customers plays a key role in delivering a customer service that delights, which in turns fosters strong customer relationships and new sales opportunities.

This course aims to embed the ability to conduct customer behaviour analysis as a consistent part of your approach, to acquire knowledge on products, services, and specific markets, analyse trends and past performances to assess customer interest levels and needs, as well as recommend improvements to existing sales and marketing programmes.

Learning Outcome

At the end of this course, you will be able to:

Understand how culture influences marketing strategies and its impact on global marketing
Explain what customer personas are, their importance in understanding user behaviour, and the characteristics of a target customer’s persona, to create your own target customer profile
Identify the different types of graphical representation for visualising your customer data
Identify your direct and indirect competitors and analyse them for key insights on how you can better cater your sales and marketing programmes for your customers

Target Customer Profiling

Understand what a customer profile is, as well as the benefits of customer profiling
Know what customer personas are, their importance in understanding user behaviour, and the characteristics of a target customer’s persona.
Understand the different cultural influences on marketing strategies, and their immense impact on global marketing
Create a target customer profile via a six-step guide

Data Collection

Describe what is data integrity, how to preserve it, and to understand the importance of maintaining data integrity
Identify the different types of graphical representation for visualizing customer data
Create a sample bar chart utilizing customer data

Identification and Presentation of Competitors

Describe the differences between direct and indirect competition
Analyse the direct and indirect competitors for one’s business
Learn the data analysis process and how to write a report that presents this data comprehensively

Who Should Attend?

This course is suitable for learners who are:

Service Professionals
Sales/ Marketing / Business Development Executives
Store Supervisors and Managers
Business Owners
Aspiring Entrepreneurs

Assumed Skills

Learners are assumed to:

have some experience working with customers previously
be able to listen, speak English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) level 5
be able to read and write English at a proficiency level equivalent to ES WSQ WPL Level 5

Assumed Knowledge

Learners are assumed to:

know about Business Model Development and/or Business Plan Preparation

If the above requirements are not met, application will be reviewed on a case-to-case basis.

Mode of Delivery

Classroom Facilitation (13hrs)

Assessment

Written

Duration

Day 1: 1000 - 1800 (7 hours, excluding of 1 hr of lunch break)
Day 2: 1000 - 1700 (6 hours, excluding of 1 hr of lunch break)
Total Course Hours: 13 Hours (Inclusive of 1hr Written Assessment)
*Note that both days require your physical attendance to meet SSG's attendance requirements.

Training Venue

1 Commonwealth Lane, #06-01

One Commonwealth

Singapore 149544

Dates

Please contact us to check on the next available course date. Thank you!

Customer Behaviour Analysis

TGS-2020513727

Course Fee

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