Module 5: STAR Service: Solving Service Challenges – Selling Solutions

Program Outline - 6 hours

Overview: This program teaches participants how to master the skills of identifying customer needs and challenges and effectively selling solutions to gain commitment. When you effectively achieve win-win outcomes, you not only attain greater business results, you also secure greater customer loyalty.


Agenda:

  • • Skills to identify service challenges and sell solutions:
    • Questioning techniques to understand the root cause
    • Clarify and confirm
    • Offer solutions (benefits vs. features)
    • Gain commitment
    • Summarize and follow-up
    • Thank you, close the call
    • Ownership and follow-up
  • • Other tips and tricks, maintaining composure, who can help
  • Audience: All Employees
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