The ability to sell the benefits of a product or service and present information in such a way that customers and clients want to buy is a very necessary and valued competency which, in a competitive market place, most companies appreciate and need. The Sales & Customer Service Skills (SCS) bundle is designed to ensure that essential sales and marketing skills are developed and maintained, and to ensure a consistent standard is achieved across an organisation. Delegates learn ways to improve performance through; networking, appointment making and other core sales and marketing skills such as handling objections and closing sales. There is also a workshop designed specifically for call centre agents and those involved in CRM projects.
The SCS bundle consists of 8 core skills workshops to help develop superior skills in the following essential areas -scroll down for more information on each title:
Sales & Customer Service Skills
1. Networking Skills for Success in Sales
2. Writing & Presenting Proposals
3. The Psychology of Closing Sales
4. Professional Selling Skills
5. Building A Quality Sales Pipeline
6. Make More Sales Appointments
7. Customer Service Agents (CSA) Call Centre Skills
8. Managing Customer Relationships & CRM
1. Networking Skills for Success in Sales
What delegates will learn:
The benefits of developing a network of connections.
How to building relationships to develop a business base
To identify the key elements in strong working relationships.
To recognise the key interpersonal skills
To practice using new skills in a safe environment.
Strategies to become more comfortable with making new connections
2. Writing & Presenting Proposals
What delegates will learn how to:
Identify the key elements of a quality proposal
Write a winning proposal
Handle objections and problem buyers
Sell value rather than price
Create a climate of trust to build better client relationships
Feel professional in face-to-face presentations
Identify steps that will close more sales
3. The Psychology of Closing Sales
What delegates will learn:
The steps you can take to build your credibility.
To identify & deal with those objections that you encounter most frequently
To develop appropriate responses to common customer objections.
To disarm objections in sales and get the sale back on track.
Recognise buying signals shown when a prospect is ready to buy.
Be prepared to present options and be willing to negotiate.
When it’s time to ask the closing question.
To know when to stop selling, ask for the business, and stop talking
4. Professional Selling Skills
What delegates will learn:
That helping other people get what they want gives us more of what we want!
Use goal-setting techniques to focus on what you want to accomplish.
Develop strategies for hitting your goals.
Recognise the difference between features, advantages and benefits
Develop a plan for increasing product knowledge
Identify the most critical elements of telephone sales
Identify the most critical elements of customer service
Understand the impact of your behaviour for more successful sales
Understand the impact of your behaviour on customer satisfaction
Develop communication skills to better share information
Improve listening skills to understand your customers needs
Recognise opportunities for both individual and team problem-solving
5. Building a Quality Sales Pipeline
What delegates will learn - At the conclusion of this workshop, delegates will:
Understand the importance of prospecting to expand a client base
Identify target markets and target companies with the 80/20 rule in mind
Develop and practice networking skills at every opportunity
Develop, refine, and execute the art of cold calling
Create a personal prospecting plan to turn leads into clients
Increase your sales by implementing your prospecting plan
6: Making More Sales Appointments - Using the Telephone as a Sales Tool
What delegates will learn - At the conclusion of this workshop, delegates will:
Enhance communication skills, from first impression to closing the sale
Learn how to warm up their sales approach to reduce fear of cold-calling.
Generate more leads by using the telephone effectively
Identify ways to make a positive first impression
Identify phone strategies for getting through to more decision-makers
Choose the right environment for telephone selling & appointment making
Learn what to say to create interest and handle objections.
If telemarketing, close the sale or get the appointment.
7: Customer Service Agents (CSA’s) Call Centre Skills
Using our courseware training materials for CSA development is easy and cost effective. It works like this... each course (whether you purchase the course individually or as part of a library of related titles) comes with a delegate workbook, instructor guide, pre-made PowerPoint™, quick reference guides, icebreakers & handouts, Pre-Assignments, detailed Course Outlines, Promotional Advertorials and Recommended Reading Lists. – Everything you need to deliver a successful workshop.
Each of the components can be opened into Microsoft Word ™ or PowerPoint™ and you can make any changes you want to the content to suit your needs – Add your own images, your own branding and your own examples.
This workshop will help you teach participants:
The nuances of body language and verbal skills
Aspects of verbal communication such as tone, cadence, and pitch
Questioning and listening skills
How to deliver bad news and say “no”
Effective ways to negotiate
The importance of creating and delivering meaningful messages
Tools to facilitate their communication
The value of personalising their interactions and developing relationships
Vocal techniques that will enhance their speech and communication ability
Personalised techniques for managing stress
8: Managing Customer Relationships & CRM
Course content includes:
Exploring the meaning of CRM and its potential value.
A look at what CRM Is and Who It Serves.
Reviewing and understanding different types of CRM programmes.
