Service with a sale!

Stop selling and help customers buy…more!

Customer-centric skills for better up and cross-selling on the phone, on-line and face-to-face

Customer service training
“Finding short-cuts for improved service and sales.”

One-day in-company training to boost both sales and customer service skills. attitude and results.  Proven content, expert trainers, on your premises.

“Customer friendly selling skills and sales ‘systems’ that can make sales whilst maintaining a positive service experience.”

This is an interactive and a very practical customer service and sales skills improvement training workshop. Creating or generating new business and increased sales is becoming an increasingly important issue for many organisation’s customer service process.  The experience of a customer before, during and after a purchase is now one of the most important differentiators of our product or service.   However, it takes skill, careful preparation, and the creation of effective ‘models’ and methods, even perhaps using formal approaches and  scripts. This programme can help you with this, in a very practical way.

Service with a sale!

Who will benefit

It is suitable for all sales and service staff, including showroom staff, sales representatives, retail staff, telephone sales and account managers. It is also ideal for customer-service focused staff and those staff who might not think of themselves as ‘sales people’ but who nonetheless have a key role in generating additional sales for the company.

Overview

This is an intensive service and sales improvement training workshop. It is suitable for indirect sales or customer-service focused staff, ie, those staff who might not think of themselves as ‘sales people’ but who nonetheless have a key role in generating additional sales for the company. The course covers:

1    Introduction, the SPECIAL model for Brilliant Customer Service, the 4Cs Model

2    Connect and Consult

3    Convince and Commit

4    Practice and planning sessions

5    End of course summary, and action plans

Creating or generating new business and increased sales is becoming an increasingly important issue for many organisations. However, it takes skill, careful preparation, and the creation of effective ‘models’ and methods, even perhaps using formal approaches and scripts. This programme can help you with this, in a very practical way. Training role-plays will be run at regular intervals during the course (although case studies and examples can be used if you prefer).

It is suggested that some metrics are used for evaluation purposes, with specific products or services identified as ‘up and cross’ selling opportunities. These metrics could include average order value, lines per order or percentage of orders with an extra sale created.

Training objectives

This very popular course has three primary objectives, to help:

1    Improve sales skills, efficiency and effectiveness.

2    Improve sales productivity to achieve increased average sales/order value.

3    Improve customers’ service experience and satisfaction.

Business benefits

It is generally accepted that satisfied customers are more loyal, spend more money and more likely to recommend you and business to others. Delivering Brilliant Service with a Sale is also more efficient and can save time, money and energy. Other benefits include improved staff morale and improved customer retention.

Brilliant Service with a sale
Brilliant Service with a sale

Benefits for attendees

More confidence in dealing with all types of sales situation, plus new skills and techniques to help achieve more success and positive customer experiences. A unique feature of the course is that it addresses both the service standards, attitudes and sales skills people use in addition to their technical knowledge. How to make sales whilst carefully managing expectations, honestly and clearly, is a core part of the training course objectives.

Service with a sale training course
Service with a sale training course

Key learning points include

  1. Customer friendly selling skills and sales ‘systems’ that can make sales whilst  maintaining a positive service experience. This includes face to face, on-line, by email or on the telephone.
  2. Use a range of proven best practice customer-friendly sales techniques, tools and skills to differentiate your service and help  customer  feel they are buying, and not just being sold too.
  3. How to differentiate your sales approach based on customer need, spend and personality.
  4. Understand customer expectations and make sure you do not ‘over-sell’. That is promising more than your company or product can deliver. This will give you more confidence to make sales whilst carefully managing expectations, honestly and clearly.
  5. Maintain a positive attitude throughout the day and develop your service and sales skills to a new level of professionalism.
  6. Making every call and customer count with a great service attitude and sales ability.
  7. Techniques to create an industry-leading buying experience for increased sales and customer loyalty.
  8. Best practice call / meeting handling using the 4Cs Model: Connect and Consult, Convince and Commit.
  9. If appropriate, helping your customers to buy, and buy more using options, suggestions and follow-up.
  10. Practice and planning sessions, including best practice sales skills. Plus plenty of very proven and practical salestop-tips

    and ideas.

Available as an in-company course for up to 12 delegates. Cost per course, not per person. You provide the room, we do everything else.

We will be delighted to send you course outlines, pricing and details of our unique training and mobile learning approach - as well as our library of courses. We can also create and deliver customized training to your exact requirements. We look forward to hearing from you. In a hurry? Call now on 07515 851691
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Service with a Sale Training Course Outline…

Service with a sale training course
Fun and informative

Six brilliant course main modules.

1.Course objectives and key principles

2.Selling the SPECIAL way

3.Managing expectations in sales situations

4.Calmer chameleon

5.Best practice sales skills 1: Connecting and consulting

6.Best practice sales skills 2: Convincing and closing

Brilliant Service with a Sale – course objectives and key principles

  • Personal objectives and introduction.
  • Push vs Pull and how to stop selling and help people buy.
  • Principles and benefits of Service with a Sale approach.

The SPECIAL approach applied to sales

  • Customer service psychology.
  • The SPECIAL model in a sales situation.
  • How to make every customer feel special.
  • Qualities of sales ‘superstars’.

Managing expectations in selling

  • How to best to manage your customer’s expectation with examples.
  • Turning ‘can’t do’s’ into ‘can do’s’; up-selling and not over-promising.
  • SPECIAL selling skills assessment model.
  • Defining your added value through service and sales brilliance – check-list.

Calmer Chameleon

  • How to best to vary your sales approach to different types of inquiries, prospects and customers.
  • Why some customers are more important and ‘difficult’ than others.
  • Developing a Service with a Sale ‘personality’ so you make sales naturally and with out undue effort.

Connect and Consult

  • Connecting skills gaining rapport and credibility in the first few minutes.
  • Creating a compelling opening best practice, body language, voice and introduction tips and tricks.
  • Using high-impact questions with active listening and summarising.
  • Practical session – Consulting and connecting.

Convince and Commitment

  • Using ‘hot button’ statements to gain customer engagement.
  • Managing expectations expertly and using an option matrix to close sales and increase sale value.
  • Presenting price, overcoming ‘concerns’ and gaining agreement to proceed .
  • Building value – positioning your offer effectively with the right features, benefits, third party stories and examples.
  • Practical session and planning exercise.

Pulling it all together

  • Action plan and learning Diary.

Plus…

  • Pre course questionnaire for personalisation of learning and examples
  • Action plan for better follow-up
  • Certificate of attendance

The course includes regular discussion, planning and other practical exercises to develop the skills and methods presented. Presentation and exercises will be tailored to specific situations from participants’ work.
The style is up-beat, informative and motivational.

‘Brilliant course, really interesting and very focused to my job role and day to day work.’

‘Took away some very good ideas that I can use every day… good examples too.’

‘Very confident in the subject, and amusing too. Made the course very interesting. A very clear sales model to use going forward.’

A SPECIAL course

The course features the SPECIAL model:

Speed and Time

Personal and personalised

Expectations – manage and exceed

Competence and courtesy

Information

Attitude

Long-term relationship and follow-through

Each of these points is related explicitly to the jobs the course participants do and their interaction with customers on the telephone, face-to-face or via email.

Brilliant Customer Service

The ‘Brilliant’ approach

‘Service with a Sale!’ is a very practical one-day workshop, designed to raise an organisation’s sales and customer service levels by instructing, equipping and inspiring its people to delight its customers at every opportunity. The programme is equally applicable to the public, private and voluntary sectors. It can be adapted to an organisation’s specific needs and the examples used can be very specific to the organisation.

All course participants leave the day with a personal action plan for raising their level of customer service, which we usually (ie, at the organisation’s discretion) help them implement by emailing them ten follow-up coaching newsletters over the following ten weeks (more on this later). This is one training course they are not going to forget!

They will also get 12 months free access to the Service with a Sale Online video library, with lots of videos and articles around the topics from the course.

Tried and tested, all the courses have been developed and refined over the last twenty years by Graham Roberts-Phelps, a leading customer service and sales trainer with an international reputation. He has personally delivered the programme to more than 30,000 people in the UK, Europe, the Middle East and Africa.

The latest version of the course materials was developed by Graham Roberts-Phelps who also created and designed the original training, learning activities and customer service models. He is now building a select team of expert trainers based around the UK.

Unique content and learning format

Each Service with a Sale Training programme focuses on the customer experience in the morning via a series of discussions, activities and exercises. The learning objectives for the morning are to (a) help participants understand what constitutes Service with a Sale and (b) give them a framework (the SPECIAL model) for delivering it. ‘SPECIAL’ is a mnemonic that underpins the entire ‘Service with a Sale proposition.

Any failing in sales conversion or customer service is often linked to a failing in one or other of these seven areas, so this session gives the essential framework for understanding what Service with a Sale is all about. This session can be tailored to link in with a client’s own value statements, sales skills, behaviour framework and service standards.  The afternoon session then concentrates on the communication skills required to deliver Service with a Sale. This session will be made specific to the client’s environment by using tailored examples, case, studies, scenarios and activities.

Available as an in-company course for around 12 delegates. Cost per course, not per person. You provide the room, we do everything else.

Audience

All customer service staff and managers or team leaders who support or work with customers.

Format

The training is very practical and objective. Very clear and specific skills, models and techniques are covered. The focus is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches using real-life examples taken from their own situations.

Each module features:

  • High quality training presentation
  • Group exercises and team activities
  • A high degree of participation and interaction

The course is fast, fun and totally absorbing – you are never more than twenty minutes away from the next activity.

‘Brilliant course, really interesting and very focused to my job role and day to day work.’

‘Took away some very good ideas that I can use every day… good examples too.’

‘Very confident in the subject, and amusing too. Made the course very interesting. A very clear sales model to use going forward.’

‘Full of useful hints and tips which I will apply to my job.’

‘Extremely well presented and structured’

‘A very intensive course and a lot of concrete tools provided.’

‘Useful data, tools and insights; engaging and interesting as always.’

‘Very good… contained everything we do on a regular basis and problems we have come across… the exercises made it very interesting too.’

PDF icon Service with a sale course outline

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