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
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. 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
