Sales & Customer Service

If you have ever experienced poor customer service you will realize that this is one of the biggest problems facing service companies today. This class goes far beyond telling employees to "smile": it gives them an understanding of their importance to their company and proven techniques and strategies for effectively making visitors to your business into customers. 

This course will take you through a 6 step process that is designed to make CUSTOMERS, not just focus on SALES.  The central tenets of our philosophy is honesty, quality and creating a customer centered experience. 

Who should attend:

Sales staff, customer service staff, receptionists, and their direct supervisors and managers.

Course objectives: Staff will learn the importance of:

• ·         Creating an open and welcoming environment
• ·         Communicating effectively
• ·         Identifying different types of clients
• ·         Knowing and pitching their product
• ·         Knowing and managing client needs and expectations
• ·         Presentation/interaction skills

SCHEDULE 

Afternoons from are 1:00 to 5 pm. Homework is due each day. 

Day 1 Sales, Customer Service & Product

• ·         Selling or Serving Icebreaker
• ·         Knowing your product
• ·         Good, Bad and “WOW”
• ·         Knowing your market and competition
• ·         Time management: keeping busy while waiting around.
• ·         Ethics in sales
• ·         Exercises: “Selling or Serving”, “Good, Bad and WOW!”
•       Homework: getting a "WOW!"

Day 2: Meeting the Customer

• ·         Feedback/lessons from “getting the WOW!”
• ·         Buyer types and reactions
• ·         Find our your personality/buyer type
• ·         Greeting Customer/Professional introduction
• ·         The IMPORTANCE of body language
• ·         The one-minute sales pitch (videotaped)
• ·         Exercises: “Personality assessment”, “1 minute sales pitch”

• homework: testing the pitch

Day 3 Matching the client to the product 

• ·         Feedback/lessons on the one minute sales pitch
• ·         Understanding the customer
• ·         Upgrading the client
• ·         Discovering “win/win” solutions through OPEN questioning technique
• ·         Identifying Features, advantages, benefits and costs (Plus/Minus/Multiply/Divide)
• ·         Exercises: “Asking open questions”, “Understanding the customer”
• ·         Homework “at work” exercise: Getting personal information from clients..

Day 4: Making the sale 

• ·         Feedback/lessons from “Getting personal information.”
• ·         Handling Objections and closing the sale
• ·         Making sure client benefits/responsibilities are clear
• ·         Developing your sales network (referrals)
• ·         Follow-up—maintaining a positive client relationship
• ·         Exercises: “Handling Objections and closing”, “Reverse Brainstorming activity”
• EXAM

Note: You can get Missouri State University Certification with 100 USD extra.