Sales Through Customer Service

This two-day interactive workshop focuses on a dynamic process that will assist all customer service staff to develop a more structured sales approach which will give them a sound foundation to the skills and knowledge required to enable them to sell and up-sell their company’s products and services.

This workshop will include proactive group work and real-life scenarios, which will be enhanced through feedback from the trainer.  The process will be broken down into understandable sections.  There will be interactive practice sessions, which will enable the development of the skills in a safe environment.  Staff attending will be given a handy useful workbook, which they can refer to, after the workshop as a reference point when back at the workplace.

New and existing customer service staff would benefit from learning about the skills required to communicate with customers and be better able to establish what needs they have and recommend the appropriate product or service to them more effectively.  On returning to the workplace, staff will be able to sell with confidence, enthusiasm, determination and belief.

By the end of this workshop, you will have the skills and knowledge to enable you to exceed customer expectations by promoting or selling products that the customer has a need for.  You will also have a belief to be able to help our customers identify the value for money and service they will receive by continuing to use your company’s services and products.

• Why we offer the services, we do.
• The current challenges faced by the business.
• Why we sell.
• What makes people buy
• Planning and preparing for the calls
• Creating the right impression and establishing rapport
• Using questioning techniques to establish customer needs.
• Listening effectively to demonstrate positive customer care
• Making every call more productive and profitable
• Dealing with resistance to motivate customers
• Allowing the customer to make the decision – when to speak and when to stay silent.
• Asking for the order – when and how