In an era where consumers can easily compare product prices and features, The Hong Kong and China Gas Company (Towngas) believes its caring professional services and quality products give the organisation a competitive edge. 

“Towngas puts the utmost emphasis on enhancing the sales and service standards of our frontline staff,” says Catherine Wong, Towngas senior retail marketing and sales manager. She says preparing for the DSA programme enables participants to share experiences and learn from best practices through workshops and discussions. “Our participants always pick up ideas for enhancing customer experience after taking part in the programme,” says Wong.

Sales representative, Canice Wong Man Yee believes the adaptability to handle customers enquiries is one of the key requirements of a distinguished salesperson. “We have to serve different types of customers and to satisfy their requirements, we need to be able to answer a whole variety of questions,” says Canice.

 Taking part in the DSA programme enabled her to discover more about her strengths and weaknesses. “We received support and helpful comments from our human resources department and senior management,” says Wong, who explains how she applies her sales skills in the workplace. “It’s important to maintain long-term relationships with customers instead of a ‘buy and sell’ one,” she says.

Towngas sales representative Oliver Cheung See Tai says taking part in the programme gave him an opportunity to familiarise himself with relevant market information. He was also able to sharpen his sales and communication skills. “Being a salesperson can be challenging, but that’s the part I enjoy,” says Cheung, who recalls being able to help a hearing-impaired customer by writing out answers to their questions. 

This article appeared in the Classified Post print edition as Going the extra mile for users.