Sales through Service

"Develop quality leads & increase sales by providing a great customer experience"

Overall Aim:

The aim of this one-day workshop is to help participants develop core skills to help them become more effective in their ability to connect and influence customers so they can create real opportunities, build valuable relations and increase sales.  Participants will learn the power of a creating a “customer centred - service through sales” approach, by helping them understand and exceed customer expectations, qualify genuine leads, deal with customer’s objectives and present their service/product offering in a positive and winning light so that customers will engage with them.

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for staff working directly with customers  on a face to face basis within a service based industry  – includes counter sales, customer service, reception, front desk, retail staff  etc.

Objectives:

After completing the workshop, each participant will be able to:

  • Apply highly adaptable communication skills to help customers buy “great experiences”
  • Build confidence with the customer, whilst portraying a helpful and friendly attitude
  • Understand the power of body language to  get on the customers side & make a connection
  • Develop rapport and show understanding to identify needs and get real feedback
  • Listen actively & ask the right questions to qualify leads and uncover objections
  • Qualify leads more accurately and work out the true desires of the customer
  • Talk to customers in their own language - know what to say and how to say it
  • Distinguish between the product and the individual needs of the customer
  • Guide the customer effectively through each stage of the presentation
  • Present the benefits, create desire and build value when presenting fees/ pricing
  • Overcome objections, offer solutions by creating real experiences
  • Develop the necessary skills of persuasion so customer will want to buy from you
  • Show discretion and tactfulness, when helping customers make the right decision
  • Learn to recognise buying signals and know when to ask for the order
  • Keep promises, keep people informed and follow up quickly and effectively

Workshop Content:

  • The essence of communications for developing great “customer experiences”
  • The importance of a positive attitude to create great first impressions
  • The power of body language to get on the customers side and make a connection
  • Create trust and build great rapport by making customers feel special
  • Get the customer talking and show understanding in order to qualify leads effectively
  • Learn to really listen to customers and  identify their needs through skilful questioning
  • The power of your voice to influence customers – it’s not what we say, it’s how we say it
  • Present your product differently by focusing on the individual needs & desired experience
  • Talk your customer through each step of the “experience” & exceed their expectations
  • The art of persuasion - delight customers and build value when presenting the benefits
  • Pre-empt customer issues, deal with objections and build value when qualifying price
  • Help customers make the right decision by offering solutions and the best experience
  • How to avoid overselling, recognise verbal buying signals and ask for the order
  • The importance of follow up to build trust, develop relations and increase sales

Training method:

The training will take the form of a one-day workshop, with group discussions, exercises & feedback based on individual/group needs.  Each participant will receive a workshop manual.  Follow up mentoring and further training can be provided with this workshop.

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