CUSTOMER SERVICE SALES TRAINING CLASS

Customer Service Sales Training Class Description

An entry-to-intermediate level program that teaches customer service representatives and other non-sales participants a consultative, “soft” selling approach.  Typically 2-3 days in length, this customer service sales training program is perfect for any group that deals with clients on a regular basis and is able to influence purchase criteria and/or behaviors.

Customer Service Sales Training Class Benefits

• Expand your network of contacts and referral sources
• Quickly get your ideas accepted and implemented
• Understand your firm’s selling process
• Get customers to sell themselves rather than “closing them”
• Avoid the “feature wars” that lose customers and prospects
• Spend less time “selling” and more time meeting client needs
• Enhance your value to your company and build job security
• Develop strong and long-lasting interpersonal relationships
• Prevent objections and rejections
• Increase your closing rate by gaining prospect commitments
• Improve customer service sales results by role shifting with various personality types

Customer Service Sales Training Class Topics

• How sales and customer service complement one another
• Developing rapport, relationships and instant trust
• Qualification
• Questioning and needs assessment
• Handling and preventing objections
• Creating urgency
• Closing sales and commitment building
• Presentation skills

Customer Service Sales Training Class Outline

Soft Selling Benefits Your Customer

• See why price is not the primary buyer consideration
• Learn how sales and customer service professionals successfully influence purchase behavior
• Discover why customers prefer a “soft sell” and people who listen well
• Find out why customer service people often outsell professional salespeople

Selling to Different Personality Types

• Understand the 4 personality types and how they buy
• Practice shifting your sales style to match buyers’ buying styles
• Enhance your ability to form relationships with customers and prospects
• Boost customer service and sales receptiveness

Networking Your Way to the Top

• Design your networking strategy
• Develop your winning “elevator speech”
• Feel confident approaching people
• Qualify contacts and set up the next step

Prospecting for Leads and Referrals

• Understand why people shop and the shopping sales cycle
• Learn the 4 signs of “shopping” mode
• Practice a 5-step process to shape your buyers’ criteria
• Discover 9 great sources of prospect information
• Pinpoint the prospects most likely to buy

Initial Prospect and Customer Contacts

• Develop email and other marketing approaches to gain prospect interest
• Learn effective lead follow-up techniques
• Practice over 12 non-offensive telephone sales techniques
• Avoid the 6 toxic sales expressions
• Gain the help of receptionists and minimize telephone tag
• Learn the 12 most powerful sales words

Qualifying Your Prospect

• Gain complete qualification information with a 60-80% success rate on the first call
• Enhance your results with effective questioning and listening skills
• Develop your top 5 qualifiers
• Enhance your ability to identify customer service and sales needs using 4 levels of questions

Getting Results on Every Interaction

• Obtain at least 6 potential customer commitments
• Maximize results using an 8-step procedure
• Discover how features can cost you a sale
• Help customers focus on value, not price
• Develop strategies to up-sell and cross-sell customers

Handling and Preventing Objections

• See why objections reduce your closing rates
• Reduce and prevent objections with proven questioning techniques
• Turn objections into benefits with a powerful, 3-step method
• Use reference stories to boost your closing rate
• Overcome price resistance, complaints, “I’m happy” and “Send me information”
• Gain techniques for preventing common objections and dealing with rejection

Cementing the Relationship and Closing The Sale

• Gain proven strategies for increasing your proposal closing rate
• Turn proposals and demonstrations into an effective closing tool
• Devise strategies to save clients more than the cost of your product or service
• Learn effective ways to create urgency
• Discover the power of 6 types of soft closes
• Learn different closes that are effective with specific buyer types.

What’s Included and Additional Options

The Customer Service Sales Class Typically Includes

• Pre-workshop interviews, sales skills assessment and customized sales training class design
• Pre-workshop management meeting to solidify the class agenda and content
• Professional instruction and facilitation by experienced sales trainers and course authors
• Class workbook/reference manual, prizes and all sales training class materials
• Small-group role-plays, feedback and coaching
• Highly-interactive sales class format using accelerated learning techniques
• More than ten group exercises, skits and case studies
• Five different games and contests
• Four role-plays and three mini-role plays
• Over 25 illustrative stories, jokes and anecdotes
• Post-class reinforcement and application plan

Sales Tools Developed in the Customer Service Sales Class

• Qualification questions
• Needs assessment questions
• List of “words that work”
• Questions for each personality type
• Potential benefits for each personality type
• Objections and responses
• Commitment sought

Workshop Modules That Can Be Added

• Networking and social networking
• Presentation skills
• Sales manager training program
• Sales team coaching program      

Program Options and Upgrades

• Sales process step development, testing and implementation
• Corporate sales consulting / sales consultant services
• Salesperson certification and certification process
• Content-related pre and post training exams
• Class completion certificates and reference cards
• Customer Service Sales Training Class instructor manual, course license and train-the-trainer program

All Rights Reserved.  The Sales Alliance Inc.  San Diego, California.