Customer Service & Sales Training Courses
Available in both Virtual and Face2Face Formats
Sales
Learn how to drive sales by delivering great service to your customers…
- Understanding the sales background
- Questioning – customer needs and wants
- USP’s for your products and services
- Tactics for closing the sale
- Adding extra value
Learn how to get through to key decision makers and present a positive first impression.
- Getting past Gatekeepers and voicemail
- 4 steps to making a positive first impression
- Do’s and don’ts of opening a sales call
- The ‘hook’ – gain attention; get to the next stage
- Skills practice
Learn how to identify real customer needs through effective questioning and listening.
- Questioning style
- 6 approaches to questioning technique
- Qualifying and confirming customer interest
- Active listening skills
- Skills practice
Learn how to personalise your sales pitch and match customer needs with the right information about your product or service.
- Using positive language
- Features tell, benefits sell
- Using emotive words in your sales pitch
- Personalising your pitch to the customer
- Skills practice
Learn how to recognise, manage and move on from sales objections and concerns.
- What is an objection and why do they occur?
- Do’s and don’ts of dealing with objections
- 4 steps to managing objections confidently
- Typical objections and potential answers
- Skills practice
Learn how to turn inbound enquiries into sales.
- Greeting the caller positively
- Asking the right questions
- Giving information that ‘sells’
- Asking for the business
- Skills practice
Learn how to grow your business from within your existing account base.
- How do you manage existing accounts?
- Potential added-value opportunities
- Time management and prioritisation
- Reasons to call or visit existing customers
- Conducting an account review
Learn how proven strategies can influence your customers to make that purchasing decision…
- Different types of buying behaviour
- The 5 stages of the buying decision process
- Potent influencing strategies
- Adopting these principles in your business
- Practical activities and discussion
Learn how to apply powerful secrets of psychology to boost your sales performance…
- The ‘secret’ to helping customers say “yes”
- Converting more sales using psychology
- 7 powerful techniques in action
- Applying these principles to your business
- Identifying next steps
Learn how to build a pipeline of sales opportunities through developing your lead generation techniques.
- Bursting the myths of prospecting
- Get a winning attitude to prospecting
- Setting SMART objectives
- Identify targets and target markets with the 80/20 rule in mind
- Using more innovative ways to build your pipeline
Learn how to write an effective sales plan that will help keep your sales steady all year round through.
- Reviewing Past Performance and understanding sales planning
- Grasping the importance of the Product/Service Mix
- Ensuring the correct Channel Sales/Marketing Mix and New & Existing Customers are maintained and achieved
- Effective territory planning
- Accurate Sales Forecasting and Managing the Pipeline
Learn how to segment and prioritise your customers to maximise your win/loss ratio
- Increase your understanding of key clients and their needs
- Prioritise your target groups and understand where the greatest potential lies
- Calculating Customer Value
- Skills Practice -Create a 4 box grid model for your own customers
- Understanding Customer Profiles, Needs and Behaviours
Learn the value of developing strong relationships of trust by successfully employing a consultative selling approach.
- Understand the value of a consultative selling approach, how, where and when it should be used
- Building Relationships of Trust
- Skills Practice -using a consultative selling model
- Asking probing questions
- Overcoming resistance and creating action plans
Next Steps
Learn how to handle unhappy customers – both face-to-face and over the phone.
- Beware the silent customer!
- Top reasons why customers complain
- The ‘FIRSTCLASS’ approach to resolving issues
- Remaining composed and confident
- Skills practice
Learn how to create a great first impression and connect with your Customers
- First impressions
- Welcoming your customers – the 6 essentials
- Positive communication and body language
- Connecting with your customers
- Skills practice
Learn how to recognise, build rapport and relate to different customer types.
- Being attentive – ostrich or meerkat?
- Building rapport quickly with your customers
- Listening and questioning skills
- Recognising and responding to customer types
- Skills practice
Learn how to positively influence those critical points of customer contact.
- What shapes your customer’s expectations?
- The 4P’s of the customer experience
- Mapping your customer’s journey
- Defining the critical moments of truth
- Identifying practical actions
Learn how to work together as a team to deliver service excellence.
- Teamwork – the internal service chain
- The good, the bad and the best
- The 3C’s of internal service
- Your service roadblocks
- Identifying service improvements
Learn how to lead and develop your team to deliver service excellence.
- Your role as a service leader
- Defining service standards
- Are you easy to do business with (ETDBW)?
- Coaching and empowering your people
- Recognising and rewarding success
Learn how to identify and select customer service stars.
- The DNA of a great service provider?
- Preparation – defining what you need
- Questions to reveal service excellence
- Assessing candidate capability and potential
- Interview practice
An introductory session to establish a baseline for the other service modules.
- So… what’s in it for you?
- Your customers’ needs, wants & expectations?
- Material v personal service
- The lifetime value of your customers
- Personal service strengths & opportunities
Learn how to confidently handle telephone contact with your customers.
- The 8 great telephone hates
- Powerful greetings and closings
- Handling calls – on hold; transferring; signposting
- W.A.R.M. – taking control of your calls
- Skills practice
Learn how to communicate professionally with your customers over the phone.
- Your telephone voice personality
- Voice mirroring
- Using positive language
- Handling the different types of caller
- Skills practice
An interactive team-based exercise to either introduce or review the key service principles covered in these sessions.
- Introducing the session
- Playing the customer service game in teams
- Overcoming the common service pitfalls
- Highlighting and sharing best practice tips
- Identifying next steps
Learn how to be the kind of person customers like to buy from.
- Something to think about!
- The greatest business secret in the world
- The ‘better than selling’ principle
- The only 2 things customers ever buy
- 5 sure-fire ways to keep them coming back
Digital Learning Guides
Participants receive a high-quality and comprehensive learning guide to support and reinforce each 90 minute course.