This is an intensive service and sales improvement training workshop. It is suitable for indirect sales or customer-service focused staff, ie, those staff who might not think of themselves as ‘sales people’ but who nonetheless have a key role in generating additional sales for the company.
Learning objectives
- Improve sales skills, efficiency and effectiveness
- Improve sales productivity to achieve increased average sales / order value
- Improve customers’ service experience and satisfaction
Expert trainer
Graham is our lead consultant and an outstanding trainer. See 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. Key principles
- Push vs Pull: how to stop selling and help people buy
- The four Cs and other ‘Service with a sale’ principles
2. Making every customer feel special
- The customer experience and how to enhance it
- The SPECIAL model is explained and applied
- How to add value by applying these principles: practical exercises
3. Connecting with customers
- Communication dynamics – how to structure and control a conversation
- Perfecting a strong opening for a meeting or telephone call
- How to best vary your sales approach to different types of customers
- Practical session: connecting skills
4. Customer consulting skills
- Advanced questioning skills; getting information and building opportunities
- Qualifying an opportunity, developing buying momentum
- Creating clarity and confidence through stating, summarising, and restating
- Practical session: consulting skills
5. Convincing skills
- Structuring information clearly; using the KISS principle
- Using options to gain customer engagement
- Building value by talking about features, advantages, and benefits
- Practical session: convincing skills
6. Confirming and closing
- How to ask for or confirm an order
- Difficult conversations: delivery, price, other concerns, and objections
- Managing expectations and saying ‘no’ nicely
- Practical session: convincing skills
