Quality Dynamics Consultancy Sdn Bhd presents

Aug 24 - 25, 2017 (9am - 5pm) at Holiday Inn Kuala Lumpur Glenmarie

Enhancing Personal Selling Skills

(by Mr. Cheong Kwai Fong )


At the end of this session, participants will be able to:

•  Have a better understanding of the roles and functions of the
   sales personnel.             
•  Appreciate the reasons for buying your products and services
•  Sharpen the personal selling skills and techniques
•  Manage difficult customers and complaints
•  Answer objections and manage rejections

program content

1. Selling as a career 
       -  Rewards and challenges in selling
       -  Duties and functions of a sales personnel
       -  Traits/qualities of an exemplary sales personnel

2. The 3 types of quality
       -  Product
       -  Service
       -  Functional

3. The 3 levels of a product
         -  Formal
         -  Core
         -  Augmented
4. The 4 cycles of personnel selling
         -  Who and where are your prospects?
         -  Selling features and benefits
         -  Pre-selling
                -  existing customers – stock checking of own brand
                   and competitors’ brand.
                -  new accounts – using referrals and researches
         -  While selling - 5 great rules of selling i.e. attention step,
             interest step, conviction step, desire step, action step
         -  The magic of enthusiasm

5. Referral sales
         -  Definition of word-of-mouth marketing
         -  The 4 rules of word-of-mouth
         -  The 3 reasons people talk about you

6. Human relation skills and customer service excellence in selling
         -  Building relationship
         -  Principles of good human behaviour
         -  6 Keys to customer service
         -  Attitudes in customer service

7. Managing objections and rejections
        -  Common objections encountered
        -  Solutions to objections

8. Be a professional and stay above all others
        -  Sell yourself
        -  10 steps to professionalism
        -  10 characteristics of a professional persuader


Course methods include a combination of lectures, group discussions, presentation, video-tap viewings and reviews and role-play

who must attend

Sales and marketing personnel who are involved in retail sales and corporate sales and others who wish to venture in the career of selling.

investment fee / early bird by 10/08/2017

Standard: RM 1,495.00 Nett / RM1,395.00 Nett per participant

Group discount: RM1,395.00 Nett / RM1,295.00 Nett per participant for a minimum of 2 participants from the same company

(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts,  & Certificate of Completion)

registration & payment


Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.

All registration MUST be accompanied with PAYMENT.

Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:

(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)


Cheong Kwai Fong is a management trainer by profession.  He obtained his Diploma in Management from the Malaysian Institute of Management (MIM) and graduated with a Master in Management Degree from the Asian Institute of Management (AIM), Philippines in 1983.  In early 1995 he successfully completed and received the Certificate in the Teaching of English as a Second Language from the Language Teaching Institute, (RELC), Singapore.  In 2004, he has been certified as an accredited administrator for Myers Briggs Type Indicator (MBTI) programme. He also attended several short courses in the field of public speaking, personal development, management and motivation in Singapore, Japan and the United States of America.

His previous job include various sales and marketing position in Asia Motor (KL) Sdn Bhd., Cycle & Carriage (M) Sdn Bhd and Jones Lang Wootton.  He has acquired more than 25 years experience in sales and marketing in the automobile, property and trading and retailing industry.

He taught part-time at Tunku Abdul Rahman College from the year 1983 to 1990 and at the Malaysian Institute of Management from 1990 to 2007.  Currently, he is a part-time Course Facilitator with the   Universiti Malaya (MU), Institute Bank-bank Malaysia (IBBM), Malaysian Insurance Institute (MII) and Universiti Tunku Abdul Rahman (UTAR), Kolej Tunku Abdul Rahman (KTAR).

Over the last 28 years he has conducted several public and in-house programmes with many well-established companies including Genting Bhd., Proton Group of companies, UMW-Toyota Sdn Bhd.,  Tan Chong Industries Equipment Sdn Bhd., Kedai Telekom, Telekom Malaysia Bhd., Matsushita Electric Compnay, Maxi Communications, Great Eastern Life Insurance Bhd., Kurnia Insurance,  Intel, Robert Bosch, Hitachi, B. Braun, Jusco Superstores, Carrefour, Maybank Group of Companies, Telekom Malaysia Bhd., Intan, T A Furniture Industries, Old Town White Café, Subang Jaya Medical Centre., Prince Hotel, Astro,  Bayer Health Care,  Merck Sharp & Dohme (IA) Corp., New Zealand Milk Sdn Bhd.,  Astro, PNB, Niro Ceramic.