CUSTOMER SERVICE & SALES

TRAINING SESSIONS

Establishing Customer Needs


Establishing Customer Needs Learn how to identify real customer needs through effective questioning and listening.

  • Questioning style
  • 6 approaches to questioning technique
  • Qualifying and confirming customer interest
  • Active listening skills
  • Skills practice




Sell More Using Psychology


Sell More Using Psychology Learn how to apply powerful secrets of psychology to boost your sales performance…

  • The ‘secret’ to helping customers say “yes”
  • Converting more sales using psychology
  • 7 powerful techniques in action
  • Applying these principles to your business
  • Identifying next steps




Maximising Inbound Sales Calls


Maximising Inbound Sales Calls Learn how to turn inbound enquiries into sales.

  • Greeting the caller positively
  • Asking the right questions
  • Giving information that ‘sells’
  • Asking for the business
  • Skills practice




Customer Segmentation and Prioritisation


Customer Segmentation and Prioritisation Learn how to segment and prioritise your customers to maximise your win/loss ratio

  • Increase your understanding of key clients and their needs
  • Prioritise your target groups and understand where the greatest potential lies
  • Calculating Customer Value
  • Skills Practice -Create a 4 box grid model for your own customers
  • Understanding Customer Profiles, Needs and Behaviours





Face-to-Face Service Skills - 1


Face – to – Face Service Skills – 1 Learn how to create a great first impression and connect with your Customers

  • First impressions
  • Welcoming your customers – the 6 essentials
  • Positive communication and body language
  • Connecting with your customers
  • Skills practice




Telephone Service Skills - 2


Telephone Service Skills – 2 Learn how to communicate professionally with your customers over the phone.

  • Your telephone voice personality
  • Voice mirroring
  • Using positive language
  • Handling the different types of caller
  • Skills practice




Managing for Service


Managing for Service Learn how to lead and develop your team to deliver service excellence.

  • Your role as a service leader
  • Defining service standards
  • Are you easy to do business with (ETDBW)?
  • Coaching and empowering your people
  • Recognising and rewarding success




Handling the 'Moments of Truth'


Handling the ‘Moments of Truth’ Learn how to positively influence those critical points of customer contact.

  • What shapes your customer’s expectations?
  • The 4P’s of the customer experience
  • Mapping your customer’s journey
  • Defining the critical moments of truth
  • Identifying practical actions





Successful Face-to-Face Selling


Successful Face – to – Face Selling Learn how to drive sales by delivering great service to your customers…

  • Understanding the sales background
  • Questioning – customer needs and wants
  • USP’s for your products and services
  • Tactics for closing the sale
  • Adding extra value




Presenting Your Product or Service


Presenting Your Product or Service Learn how to personalise your sales pitch and match customer needs with the right information about your product or service.

  • Using positive language
  • Features tell, benefits sell
  • Using emotive words in your sales pitch
  • Personalising your pitch to the customer
  • Skills practice




Account Managment


Account Management Learn how to grow your business from within your existing account base.

  • How do you manage existing accounts?
  • Potential added-value opportunities
  • Time management and prioritisation
  • Reasons to call or visit existing customers
  • Conducting an account review




Prospecting


Prospecting Learn how to build a pipeline of sales opportunities through developing your lead generation techniques.

  • Bursting the myths of prospecting
  • Get a winning attitude to prospecting
  • Setting SMART objectives
  • Identify targets and target markets with the 80/20 rule in mind
  • Using more innovative ways to build your pipeline




Consultative Selling


Consultative Selling Learn the value of developing strong relationships of trust by successfully employing a consultative selling approach.

  • Understand the value of a consultative selling approach, how, where and when it should be used
  • Building Relationships of Trust
  • Skills Practice -using a consultative selling model
  • Asking probing questions
  • Overcoming resistance and creating action plans





Sales

Successful Face-to-Face Selling


Successful Face – to – Face Selling Learn how to drive sales by delivering great service to your customers…

  • Understanding the sales background
  • Questioning – customer needs and wants
  • USP’s for your products and services
  • Tactics for closing the sale
  • Adding extra value




Presenting Your Product or Service


Presenting Your Product or Service Learn how to personalise your sales pitch and match customer needs with the right information about your product or service.

  • Using positive language
  • Features tell, benefits sell
  • Using emotive words in your sales pitch
  • Personalising your pitch to the customer
  • Skills practice




Account Managment


Account Management Learn how to grow your business from within your existing account base.

  • How do you manage existing accounts?
  • Potential added-value opportunities
  • Time management and prioritisation
  • Reasons to call or visit existing customers
  • Conducting an account review




Prospecting


Prospecting Learn how to build a pipeline of sales opportunities through developing your lead generation techniques.

  • Bursting the myths of prospecting
  • Get a winning attitude to prospecting
  • Setting SMART objectives
  • Identify targets and target markets with the 80/20 rule in mind
  • Using more innovative ways to build your pipeline




Consultative Selling


Consultative Selling Learn the value of developing strong relationships of trust by successfully employing a consultative selling approach.

  • Understand the value of a consultative selling approach, how, where and when it should be used
  • Building Relationships of Trust
  • Skills Practice -using a consultative selling model
  • Asking probing questions
  • Overcoming resistance and creating action plans





Opening the Outbound Sales Call


Opening the Outbound Sales Call Learn how to get through to key decision makers and present a positive first impression.

  • Getting past Gatekeepers and voicemail
  • 4 steps to making a positive first impression
  • Do’s and don’ts of opening a sales call
  • The ‘hook’ – gain attention; get to the next stage
  • Skills practice




Handling Objections


Handling Objections Learn how to recognise, manage and move on from sales objections and concerns.

  • What is an objection and why do they occur?
  • Do’s and don’ts of dealing with objections
  • 4 steps to managing objections confidently
  • Typical objections and potential answers
  • Skills practice




Influencing Buying Decisions


Influencing Buying Decisions Learn how proven strategies can influence your customers to make that purchasing decision…

  • Different types of buying behaviour
  • The 5 stages of the buying decision process
  • Potent influencing strategies
  • Adopting these principles in your business
  • Practical activities and discussion




Sales Planning


Sales Planning Learn how to write an effective sales plan that will help keep your sales steady all year round through.

  • Reviewing Past Performance and understanding sales planning
  • Grasping the importance of the Product/Service Mix
  • Ensuring the correct Channel Sales/Marketing Mix and New & Existing Customers are maintained and achieved
  • Effective territory planning
  • Accurate Sales Forecasting and Managing the Pipeline





Establishing Customer Needs


Establishing Customer Needs Learn how to identify real customer needs through effective questioning and listening.

  • Questioning style
  • 6 approaches to questioning technique
  • Qualifying and confirming customer interest
  • Active listening skills
  • Skills practice




Sell More Using Psychology


Sell More Using Psychology Learn how to apply powerful secrets of psychology to boost your sales performance…

  • The ‘secret’ to helping customers say “yes”
  • Converting more sales using psychology
  • 7 powerful techniques in action
  • Applying these principles to your business
  • Identifying next steps




Maximising Inbound Sales Calls


Maximising Inbound Sales Calls Learn how to turn inbound enquiries into sales.

  • Greeting the caller positively
  • Asking the right questions
  • Giving information that ‘sells’
  • Asking for the business
  • Skills practice




Customer Segmentation and Prioritisation


Customer Segmentation and Prioritisation Learn how to segment and prioritise your customers to maximise your win/loss ratio

  • Increase your understanding of key clients and their needs
  • Prioritise your target groups and understand where the greatest potential lies
  • Calculating Customer Value
  • Skills Practice -Create a 4 box grid model for your own customers
  • Understanding Customer Profiles, Needs and Behaviours





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Digital Learning Guides

 

Participants receive a high-quality and comprehensive learning guide to support and reinforce each 90 minute course.

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David Klewin

t. +44 (0)1249 713850
m. +44 (0)7864 396910
 

Future Learning UK

Cheviot House, High St, Corsham, Wilts SN13 0HF UK

 

Sathyanathan Menon

m. +971 50 6255968

 

PO Box 2036

United Arab Emirates