Our Workshops

Description

Your sales and support team are made up of people with varying degrees of knowledge and experience.

To put it simply: A lack of sales staff training shows up in customer interactions.

The reason to invest in your customer service representatives is clear. Well-trained employees are better equipped to support happy customers.  They are better equipped to do their jobs—and do them well. That benefit translates directly to your customers.

As customer expectations change, your sales staff need training to keep up with these shifts—especially when it comes to communication.

Customers who have great service experiences with a company are more likely to be repeat buyers. But if your sales people aren’t trained well enough to provide those excellent support experiences, it’s a moot point.

Exceptional customer service drives customer loyalty.

Key Customer Service Skills

Emotional intelligence

Emotional intelligence is the ability to recognize our own emotions and those of others and to use that information to guide our behaviors. It’s a valuable skill in conflict resolution, and it’s critical to exceptional customer care. Can sales staff demonstrate empathy under pressure in their customer interactions?

Do they know how to use their own positive moods to diffuse customer complaints?

Active listening

A crucial skill. When customers open a support ticket, it’s because they’re facing an issue they can’t solve on their own. Above all else, what they want is to be heard. To meet this expectation, sales people must practice active listening—the skill of listening carefully to what a customer is saying, and then responding in a way that makes it clear you understand and respect their point. It’s essential for making customers feel recognized and de-escalating stressful situations.

 Digital tone

It’s hard to convey tone in text, by email, and on social media—especially since responses are often quick, which can come across as terse. But friendly online communication is a critical skill in our increasingly digital world. Sales people should be able to convey a casual, positive tone, regardless of the channel. It can take practice to get this right, but patience is a critical communication skill when it comes to customer support.

If your team is coming up short on any of these core competencies, they should be addressed.  

The broad aim of this course is to introduce participants to key knowledge, attitudes and skills pertaining to customer service and sales excellence.

On completion of this course you will be able to define the key concepts associated with the customer driven organization

You will be able to:

Understand the vital importance of the customer to any organization;

See the value in having excellent service for both internal and external customers;

Identify the factors that can prevent an organization from maximizing customer value;

Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven;

Identify different customer types and interact appropriately with them

 A customer driven organization is one that:

Listens to its customers

Integrates customers into its business and vice versa

Provides customer focused solutions

Has a culture which positively embraces the customer

 Loyalty of Customers

Customers will stay where they feel they are being valued

Customers receive what they require

Customer’s trust the organization

Focus on what the customer wants

Core competencies can be identified and developed so as to deliver what the customer values

1 Achievement oriented

This is at the top of the list because without the hunger to go beyond normal expectations and achieve, a salesperson doesn’t stand a chance of getting anywhere. High performance sales pro’s confidently "drive' through obstacles towards success with energy and a can-do attitude.

2 Concerned with impact

Personal appearance and the way you present yourself are very important. Top salespeople are concerned with impact - sales pro’s dress to kill. Their opening pitches are practiced, sincere and succinct. They mean business and don’t waste time with small talk. Finding out how to satisfy their customers is their aim and they get on with the job. This is a competency that can be developed. Top sales professionals work to make a positive impact on customers and potential clients to achieve sales objectives and to build on brand values.

3 Self confidence

Successful salespeople exude a positive attitude and "walk the talk'. They really enjoy selling and take full responsibility for their own actions. They can easily adapt their social style to suit the customer’s style. As a top salesperson you need the ability to understand your own strengths and weaknesses work on them and see yourself as amongst the best. A high belief in your own abilities and an understanding of where you have gone wrong in the past will help you to modify your behaviour to achieve results.

4 Relationship focused

All employees - not just your sales team - should be brand ambassadors. At the end of the day people buy from people they trust and like. Top salespeople have the ability to easily establish rapport with people at all levels (internal and external customers) in order to grow business.

5 Pro-active

Sales pro’s don’t wait for things to happen, they make things happen. This tenacity in all situations - without pestering the prospect - can be learned. Too many salespeople give up easily and assign blame or use the ‘rejection’ excuse. Top salespeople take responsibility for all aspects of the situation even beyond ordinary boundaries. They turn problems into opportunities.

Become a super salesperson – on completion of this workshop you will be able to define the key concepts associated with selling and you will be able to:

Identify the main obstacles that can block sales

Understand the nature of selling viewed as a process

Understand a range of sales techniques from preparing a proposal through to closing the sale

Use these techniques to build an effective sales process for your service

Explain the benefits of having an effective sales process that can be used consistently to deliver better sales results.

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On-Site Workshops

• All workshops are offered in-house at your offices to a minimum of 5 delegates
• You provide the venue and refreshments, Front Foot supply all the workshop material

 Remote Workshops

• All workshops are offered remotely to a minimum of 5 delegates
• Front Foot supply all the electronic workshop material

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