Customer Service Sales

Place- الموعد Date - المكان
2017-04-23 00:00:00 Turkey
2017-09-24 00:00:00 Dubai
2017-12-24 00:00:00 Malaysia

Course Objectives

§ Expand network of contacts and referral sources

§ Quickly get your ideas accepted and implemented

§ Understand your firm’s selling process

§ Get customers to sell themselves rather than “closing them”

§ Avoid the “feature wars” that lose customers and prospects

§ Spend less time “selling” and more time meeting client needs

§ Enhance your value to your company and build job security

§ Develop strong and long-lasting interpersonal relationships

§ Prevent objections and rejections

§ Increase your closing rate by gaining prospect commitments

§ Improve customer service sales results by role shifting with various personality types

Course outline

§Soft Selling Benefits Your Customer

§See why price is not the primary buyer consideration

§Learn how sales and customer service professionals successfully influence purchase behavior

§Discover why customers prefer a “soft sell” and people who listen well

§Find out why customer service people often outsell professional salespeople

§Selling to Different Personality Types

§ Understand the 4 personality types and how they buy

§ Practice shifting your sales style to match buyers’ buying styles

§ Enhance your ability to form relationships with customers and prospects

§ Boost customer service and sales receptiveness

§ Networking Your Way to the Top

§ Design your networking strategy

§ Develop your winning “elevator speech”

§ Feel confident approaching people

§ Qualify contacts and set up the next step

§  Prospecting for Leads and Referrals

§ Understand why people shop and the shopping sales cycle

§ Learn the 4 signs of “shopping” mode

§ Practice a 5-step process to shape your buyers’ criteria

§ Discover 9 great sources of prospect information

§ Pinpoint the prospects most likely to buy

§ Initial Prospect and Customer Contacts

§ Develop email and other marketing approaches to gain prospect interest

§ Learn effective lead follow-up techniques

§ Practice over 12 non-offensive telephone sales techniques

§ Avoid the 6 toxic sales expressions

§ Gain the help of receptionists and minimize telephone tag

§ Learn the 12 most powerful sales words

§ Qualifying Your Prospect

§ Enhance your results with effective questioning and listening skills

§ Develop your top 5 qualifiers

§ Enhance your ability to identify customer service and sales needs using 4 levels of questions

§ Getting Results on Every Interaction

§ Obtain at least 6 potential customer commitments

§ Maximize results using an 8-step procedure

§ Discover how features can cost you a sale

§ Help customers focus on value, not price

§ Develop strategies to up-sell and cross-sell customers

§ Handling and Preventing Objections

§ See why objections reduce your closing rates

§ Reduce and prevent objections with proven questioning techniques

§ Turn objections into benefits with a powerful, 3-step method

§ Use reference stories to boost your closing rate

§ Overcome price resistance, complaints, “I’m happy” and “Send me information”

§ Gain techniques for preventing common objections and dealing with rejection

§ Cementing the Relationship and Closing The Sale

§ Gain proven strategies for increasing your proposal closing rate

§ Turn proposals and demonstrations into an effective closing tool

§ Devise strategies to save clients more than the cost of your product or service

§ Learn effective ways to create urgency

§ Discover the power of 6 types of soft closes

§ Learn different closes that are effective with specific buyer types.

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