FROM SERVICE TO SALES

Course outline

Your customer service people are in a perfect position to upsell and introduce new products and services.  Opportunities are there to be taken. But are your customer service staff ready and 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 be pushy’, ‘The customers won’t like it’. We understand these reactions as we’ve heard them many times. Even if your staff are happy to sell, they might not have the skill to spot and capitalise on 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 needs
• Listening and questioning skills to spot sales opportunities; for now and in the future
• About presenting products and services in a compelling way, tailored for the customer
• Easy ways to discover what the customer really thinks
• To understand and manage objections with ease
• How to close the sale and set the scene for the next stage
• Ways to develop a long term relationship

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