| PROFESSIONAL
SALES AND SERVICE |
| a
one-day workshop |
| This
workshop is designed for those who have contact with the prospects and
customer either on the phone or in person.
They can set the right or wrong tone with the customer and are
the public relations arm of your organization.
The impressions made and the service offered can enhance or
destroy the image of your organization in a few minutes. |
WORKSHOP
CONTENT
Unit
1: What is sales and service?
 |
What
are sales people really like? |
|
The
professional sale |
|
Understanding
the customer service function |
|
Your
attitude is showing |
|
First
impressions |
|
Analyze
your own image |
Unit
2: Focus on the customer
|
Readiness |
|
Acceptance |
|
Indifference |
Unit
3: Communication
skills for sales and service
|
Questioning |
|
Listening |
|
Acknowledging |
|
Paraphrasing |
Unit
4: Handling
resistance, negative behavior and objections
|
Understand
resistance |
|
The
angry customer |
|
Dealing
with emotions assertively |
|
Avoid
manipulations |
|
Win/win
resolution |
|
Reach
agreements and attend to details |
Unit 5: Four
step selling model
|
Greet
the customer |
|
Present
appropriate products and/or services |
|
Overcome
objections |
|
Close
the sale |
EXPECTED
OUTCOMES
At
the end of the training, the sales person will be able to:
| 1. |
Identify
how his/her self-image influences the customer service function. |
| 2. |
Practice
communication skills to improve sales and service. |
| 3. |
Given
a case study, role play three techniques to handle customer negative
behaviors. |
| 4. |
Practice
using a four-step selling model to sell services. |
| 5. |
Practice
methods of assertively dealing with difficult customers and turning the
conversation into a win/win situation. |
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