Many people view sales and customer service as different skills and different roles. Whilst there are distinctions, simply dialling up the core GREAT customer service skills can lead to a value-add, solution-focused conversation with the customer. This session helps your customer service people to unlock sales opportunities in their interactions with customers.
How will it help?
- Dial up curiosity – learning as much as they can about their customer and uncovering possible opportunities
- Truly own the customer’s service query, earning the right to transition to a value-add conversation
- Link back to the customer’s needs and confidently position a solution that is right for the customer
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Welcome to GREAT sales talk (35 mins)
- What will you learn? Session overview and objectives
- Activity: GREAT Skills – which is the most important in sales?
- A sales conversation is simply an extension of GREAT customer service
2. Three strategies (90 mins)
- Identify stated and unstated needs:
- Be a problem-finder not just a problem-solver
- Stated and unstated needs
- Activity: Identify stated and unstated needs – using common customer queries as examples from your own organisation
- Earn trust and the right to talk sales:
- Good and not-so-good sales experiences – why trust matters
- Activity: Makers and breakers of trust – what earns you the right
- Link and position:
- Linking to needs and positioning the sales suggestion
- Activity: Link and position – how it sounds using common customer queries
BREAK (15 mins)
3. Practise (F2F only – 60 minutes)
- Activity: Practise talking sales – apply what you’ve learned to real situations that you face every day
4. Action plan and close (15 mins)
- Reflect and prepare actions
- Activity: surprise!
- Close
