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Sales and Customer Service Development Program - Virtual Learning

Sales and Customer Service Development Program - Virtual Learning

Why Attend

Outstanding sales and customer service can be considered as the biggest differentiators between firms. While competing products are often similar and can anyway be easily duplicated, successful sales and customer service require a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. Organizations which give their customers (internally or externally) and engaging sales and customer-centric experience, know how to cater to their clients need and manage conflicts that arise throughout the customer experience.

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Overview
Course Methodology

<p>In addition to the rick material and engaging exercises, the course relies on working with real life sales and customer service situations. Participants will have a chance to work through different role play techniques where they explore scenarios related to dealing with customers, negotiating with them, resolving conflicts and building relationships.</p>

Course Objectives

By the end of the course, participants will be able to:

  • Develop the right personal habits to optimize selling effectiveness
  • Apply the different steps of the sales process and identify the need for each step
  • Create objectives to maximize internal and external customer satisfaction
  • Define and understand the different sources of conflict
  • Identify personal conflict resolution styles
  • Manage conflict in teams and engage in effective team problem solving
Target Audience

The course is designed for sales professional, customer service representatives, managers and supervisors who deal with customers daily or strategically, and who are keen on improving their performance by taking their customers to higher levels of satisfaction, by applying the latest sales and customer service tools.

Target Competencies
  • Customer relationships
  • Sales competence
  • Decision making
  • Understanding of prospects’ motivation
  • Time management and self-organizing
  • Managing conflicts
  • Emotional intelligence
  • Negotiating
  • Communication Skills
Course Outline
  • Day 1
    • The changing sales environment
      • The new sales competencies
      • Behaviors, characteristics and skills of contemporary sales professionals
    • Preparation and self-organization
      • Personal management
      • Time management and self-organization
      • Developing strategies for sales success
    • A quick review of the sales process
      • From prospecting and qualifying to product knowledge to securing a deal
    • Business negotiations skills
      • The six elements of successful sales negotiations
      • The power of questioning, probing
    • Managing the customer relationship
      • Basics of building customer relationships
      • The essence of attitude in relationship building
      • The art of sales communications
      • Influencing sales outcomes
  • Day 2
    • Appreciating the customer
      • The internal and external customer
      • Importance of the internal customer
    • Customer service as a strategic imperative
      • From ‘suspect’ to ‘partner’
      • The 'KANO' model
        • ‘Basic’ attributes
        • ‘Performance’ attributes
        • ‘Delight’ attributes
      • The customer centric organization
      • Customer service as a strategic imperative
      • Understanding your customers
      • 'RATER' in depth
    • Customer complaints and service recovery
      • Symptom versus cause
      • Root cause analysis
      • Failures do happen
      • The recovery paradox
      • The ‘WOW!’ factor
    • Service Level Agreements (SLAs)
    • KPIs for customer service
  • Day 3
    • Effective communication
      • The 4 principles of interpersonal communication
      • Elements of the communication process
      • Communication delivery aspects – the external and internal perspectives
      • A quick view on communication barriers
    • Communication and active listening
      • 3 aspects of active listening
      • Active listening skills inventory
      • Using different questioning techniques
    • Communication and conflict management
      • Definition of conflicts
      • Sources of conflicts
      • Conflict management styles
      • Thomas Kilmann conflict resolution mode instrument
        • The use of emotional intelligence in conflict management
        •  Working effectively with team members
        •  Managing emotions, information and problems
        • Tips for effective day to day conflict management

 

Schedule & Fees
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