Further Details
Course Objectives:
By the end of this course the delegates will be able to:
· Explain the move from service to sales using appropriate language and timing
· Explain the importance of effective communication via the telephone
· Introduce and use a sales framework
· Construct questions in a sales context and listen effectively to what the customer is saying
· Explain products and services in a meaningful manner
· Describe how to gain customers commitment
· Demonstrate how to overcome objections and deal with difficult calls
Content:
Course content includes:
· World Class Customer Service
What is customer care
What customers want
Magic Moments
Balancing customers human and business needs
Moments of truth
Attitudes and their impact
· World Class Sales and Service Skills
Communication skills – questioning, listening, impact of words used.
Sales Skills and knowledge – sales process, buying process.
· Sales Framework and Call Guide
Different stages of a sales call
Welcome
Identifying customer needs
Presenting the solution
Closing the Sale
· Handling objections
· Dealing with challenging calls
· Several skills practice sessions focused on your product or service
Guide price
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