FROM SERVICE TO SALES

Course outline

Your customer service people are in a perfect position to sell higher value products or services or to introduce new ones. Opportunities are there to be taken. But are your customer service staff ready or willing to sell?

Some customer service people cringe at the thought of selling. They may say: ‘But I’m not here to sell’, ‘I don’t want to ‘hard-sell’, ‘It’s not fair to the customers’. We understand those reactions as we’ve heard them many times. Even if your staff are open-minded about selling, they might not have the skill to spot and maximize the selling opportunities.

On this course, delegates learn:

• To recognise the benefits of a commercial approach, for everyone, including the customer.
• The customer-focused approach to selling
• How to connect with the customer and learn more about their situation
• Listening and questioning skills to spot sales opportunities; for now and in the future
• About presenting services and products in a compelling way, tailored for the customer
• Easy ways to discover what the customer really thinks and needs
• Understand and manage objections with ease
• Close the sale and set the scene for the next stage
• Developing a long term relationship

This course helps customer service people feel committed to a more commercial approach to their customer interactions and feel confident about how to maximize their success.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.