How many times have you let a customer walk away because they needed to think before buying when you thought they were a likely candidate for the product/service that you offered? Once you’ve gotten a referral, or once an interested customer asks you a question, do you know how to respond and in turn ask the right questions to fully understand their needs? Do you know how to handle their objections or how to close the sale without being pushy? It takes everyone working together for company to be successful. Every encounter with a customer is equally important as the next.

Maximizing Sales Through Service is offered in two modules that build upon each other. Participants are encouraged to practice the skills taught in between attending modules. The building block approach aids in reinforcement and offers opportunity for participants to discuss what is working for them and what challenges they may still be experiencing.

Both modules reinforce your company’s business plan. In addition, teamwork and accountability is an underlying theme throughout the sessions. Do you look forward to servicing customers or do you prefer to concentrate on the details of each transaction? Learn how you prefer to communicate with others, identify your strengths and uncover your challenges. You will have an opportunity to discuss how you can adapt your communication style to increase your effectiveness with others.

“…I used to cringe when I saw certain customers come into the office, but now after this class, I feel like I am prepared to handle most any problem or complaint a customer has. I have never felt comfortable selling, until now. I have learned some practical techniques that seem so logical and easy. Selling this way is just providing quality service. I like it.”

Target Audience Customer Service Representatives, Assistant Managers, and anyone else who sells in your company.

What will be covered:

Day 1

• Your Company’s Business Strategy
• The Consultative Approach
• Foundation for Selling Skills
• Consultative Selling Do’s and Don’ts
• Reasons for Sales Training
• What Customers Want in a Salesperson
• First impressions: Make It Count!
• Appropriate Responses
• Listening Skills
• Open Probes
• Summary Statements
• Empathy Statements
• Features and Benefits
• Knowledge

Day 2

• Handling Objections
• Why Objections Are Important
• Common Objections
• Responding to Customer Objections
• Skill Practice
• Closing
• Buying Signals
• Closing Methods
• Practice Closing the Sale
• Dealing With Hesitant Customers
• Dealing With No
• Sales Problem Solving
• Follow Up Techniques
• Referrals
• Maintain Contact

This presentation can be customized to fit the time frame for your event in keynote, breakout, half-day, or full-day format. We can also complement this topic with elements from other programs based on your overall event objectives.

Consider these complementary topics:

• Championship Teamwork: Everyone Makes a Difference