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
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
