SALES AND MARKETING / CUSTOMER SERVICE

Successful Telephone Sales

The objective of this telesales training is to help delegates understand the importance of effective sales communication on the telephone. It is essential training for all involved in selling.

• Describe why effective communication is vital to successful telesales

• Effective communication skills

• The four people factors in relation to customers' buying behaviors

• Add value to telesales call

• Structure for a telesales call

• Stages from opening the call to closing the call

Productive Customer Service

Excellent customer service improves customer relationships, enhances your ability to retain customers and increases business. If you look after your customers they will come back. Techniques for customer care require effort and patience to learn. They are the factors that make the difference between merely proving adequate service and being known for truly outstanding, professional service.

• Customer Care at different levels of responsibility

• Who is your customer?

• Identifying customer needs and expectations

• Having the right image and attitude

  • Personal appearance

  • Communication skills

  • Body language

• Surpassing expectations

• Customer delight. How?

• Customer queries and complaints

• Dealing with difficult customers and situations

• What does it take to give outstanding customer service?

  • Enthusiasm

  • Professionalism

  • Presentation

• Make sure the customer comes back

Telephone Skills and Customer Service

The course is emphasizing on how to add value to the organization's image. This would include all duties assigned to the 'front-line' staff, like, answering phone calls effectively, drawing out caller requirements and taking accurate messages.

• Roles and Responsibilities

• Through the Eyes of the Customer

• Information Back-up

• Telephone Communication

• The Reception Area

• Security Arrangements

• Reception of Visitors

• Action Plan

Retail Sales Techniques

The objective of this training is to develop skills, knowledge and associated behaviors related to successfully selling in a retail sales environment. The course develops a sale from the vital first approach to the closing of the sale. It has a strong emphasis on body language, personal skills and customer service.

• Why and how people buy

  • Customer needs and wants

  • Customer expectations - how do they want to be treated

  • Customer delight - exceeding expectations

• The structure of a successful sale

• Communication skills

• The approach

  • Using effective communication skills

  • Body language - use and observe

• Presenting the product

  • Powerful words that sell for you

  • Emotional and logical selling styles

  • Minimize customer resistance

• Closing the sale

  • Recognizing and acting on buying signals

  • Handling customer resistance

  • Strengthening the customer relationship

Face to Face Selling

This course aims to give you a better understanding of the skills and techniques that you need for successful personal selling. It is ideal for those involved in selling to business and trade organizations.

• Customer behavior

• What your clients expect

• Preparing for the visits

• Making first impressions count

• The steps of effective selling

• Closing the sale

• Motivating yourself

• Managing the "NO's"

• Develop your self confidence

The Successful Salesperson

Whoever you are, whatever you do, selling is part of your life. Running your own business, or working within an organization, something has to be sold. It could be goods, a service or perhaps it is an idea. And for you to succeed, it has to be sold! So, how can you master the art of selling and become a truly successful salesperson? This course will directly address these issues

• How to effectively present yourself

  • First impressions

  • How do you look?

  • How do your sound?

  • How to increase your self-confidence

• Presenting your product or service

• Customer awareness

  • Identifying customer types

  • Responding to the customer need

• What makes you different from your competitors?

  • Understanding unique selling propositions

  • Where to find them

• How to turn your features into benefits

• How to recognize buying signals

• Understanding and responding to body language

• How to overcome objections

• Closing techniques that really work