Customers are looking for the whole buying experience to be easy and pleasurable. In an increasingly competitive marketplace with high expectations from customers, service excellence is essential.
Learning objectives
- Create a welcoming and engaging experience for customers
- Develop a caring approach that results in loyal brand ambassadors
- Understand how unhappy customers create great opportunities
- Build trust quickly with customers to develop the sale further
- Help customers reach the best buying decision for them
- Deal in advance with any potential issues customers might experience
- Understand how to guide customers to making a commitment
Expert trainer
Scott Rumsey is our lead trainer. His programmes get great feedback, as you can see from his profile here.
Session outline
1. What do customers want?
- How service and sales expectations have changed
- What do customers look for in an ideal sales person?
- What do you expect?
2. First contact
- Creating a positive mind-set
- Developing a winning and welcoming approach
- Determining where to focus our attention
- Setting primary and secondary objectives
3. Developing rapport
- How to quickly ‘tune in’ to your customers
- Every call is an opportunity
- Creating and developing the customer’s relationship with your brand
- Using positive and engaging language
4. Understanding what they want or need right now!
- Framing effective questions for a range of different situations
- Finding out what’s important to your customers
- Developing active listening skills
5. Show how you are going to help your customers
- Presenting your answers to their questions
- Developing techniques for responding to challenging situations
- Creating loyal brand ambassadors
6. Helping the customer make a commitment
- Understand how the customer will make the buying decision
- Help the buyer sell the idea to themselves
- Gaining the final commitment
7. Action planning
- Creating a team action plan for a consistent and professional approach
