Customer Service & Sales Training Courses

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

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