Service with a Sale!

Service with a sale!

Overview

This is an intensive service and sales improvement training workshop. It is suitable for indirect sales or customer-service focused staff, ie, those staff who might not think of themselves as ‘sales people’ but who nonetheless have a key role in generating additional sales for the company. The course covers:

Introduction, the SPECIAL model for Brilliant Customer Service, the 4Cs Model
Connect and Consult
Convince and Commit
Practice and planning sessions
End of course summary, and action plans

Creating or generating new business and increased sales is becoming an increasingly important issue for many organisations. However, it takes skill, careful preparation, and the creation of effective ‘models’ and methods, even perhaps using formal approaches and scripts. This programme can help you with this, in a very practical way. Training role-plays will be run at regular intervals during the course (although case studies and examples can be used if you prefer).

We suggest that some metrics are used for evaluation purposes, with specific products or services identified as ‘up and cross’ selling opportunities. These metrics could include average order value, lines per order or percentage of orders with an extra sale created.

Training objectives

This very popular course has three primary objectives, to help:

Improve sales skills, efficiency and effectiveness.
Improve sales productivity to achieve increased average sales/order value.
Improve customers’ service experience and satisfaction.

Audience

This course is ideal for all those who either work at the front line of customer service working with customers or colleagues face-to-face, especially in retail, hospitality or service environments.

Format

The training is very practical and objective. Very clear and specific skills, models and techniques are covered. The goal is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches using real-life examples taken from their own situations.

Each module features:

High quality training presentation
Group exercises and team activities
A high degree of participation and interaction

The course includes regular discussion, planning and other practical exercises to develop and practice the skills and methods presented. The presentations and exercises are tailored to specific situations from participants’ work. The style is up-beat and motivational. The course is fast, fun and totally absorbing – you are never more than twenty minutes away from the next activity.

Special features

A unique feature of the course is that it addresses both the standards and the skills people use over and above their technical knowledge. The course features the SPECIAL model:

Speed and Time
Personal and personalised
Expectations – manage and exceed
Competence and courtesy
Information
Attitude
Long-term relationship and follow-through

Each of these points is related explicitly to the jobs the course participants do and their interaction with customers face-to-face.

Special attention is also given to improved interpersonal skills. Participants are encouraged to take part in practical sessions and develop best practice ‘prompt sheets’.

The course can be tailored to include any specialist topics such as advanced communication skills, dealing with complaints, etc, according to organisational need or the skill level of the participants.

The expert trainer

Graham specialises in providing high-quality consultancy, coaching and training in customer service, sales and personal productivity. He has a vast range of experience and expertise in all aspects of customer service – from skills, through to standards and ‘systems’.

Over the last fifteen years, he has trained more than 5,000 people in customer service skills alone. His work has taken him all over the world and involved him in working closely with hundreds of different organisations from all business sectors, including Nortel, SaudiAramco, BT, FT Online, Apple Computers, Thomson Financial, Seico Insurance, British Film Institution, GPS UK, Cosmos Travel, Intel, Gateway Computers, Ambius (Rentokil-Initial), Ping Europe, GoNative, De Lage Landen, Wincanton, Strutt & Parker, My Family Care, OpenText, Hertfordshire Chamber of Commerce, Skin Health Spa, North Herts Homes and many, many others.

Graham’s client list in other areas includes such organisations as Vodafone, AT&T, Orange, Pfizer, GSK, Boots, Unilever, American Express, Thomas Cook, Sony, ASOS, OpenText, Motorola, Cisco, MFI, Barclays Bank, LIFFE, Abbey National, Prison Service, Home Office, Law Society, BBC, Black & Decker, Daimler-Chrysler, Citroen, Weetabix, Nikon, Shell and many, many others. In addition he has written over a dozen books published in several different countries, including Companies don’t succeed – people do!, 90 Brain Teasers for Trainers, Customer Service Games for Training, Sales Training Games, Telephone Tactics and Working Smarter.

Known internationally as both a trainer and a popular motivational speaker, Graham believes that effective learning has to be interactive and challenging. All his learning events are built around practical exercises, role play and case studies. His training style focuses not on just explaining new ideas or developing new skills, but also on motivating people to use them and to develop themselves as individuals. This approach gets results, as the following comments from course participants show:

‘Brilliant course, really interesting and very focused to my job role and day to day work.’

‘Took away some very good ideas that I can use every day… good examples too.’

‘Very confident in the subject, and amusing too. Made the course very interesting. A very clear sales model to use going forward.’

‘Full of useful hints and tips which I will apply to my job.’

‘Extremely well presented and structured’

‘A very intensive course and a lot of concrete tools provided.’

‘Useful data, tools and insights; engaging and interesting as always.’

‘Very good… contained everything we do on a regular basis and problems we have come across… the exercises made it very interesting too.’

Course outline

Introduction, SPECIAL model, 4Cs Model
- Course overview and personal objectives
- Group exercise to review personal objectives (from pre-course task)
- Brilliant Customer Service – how to make every customer feel SPECIAL!
- The 4Cs Model – an effective sales model
- Up-selling and cross-selling – definition and examples
Connect and Consult
- Gaining credibility in the first few minutes
- Prompt sheet exercise – Connect
- Creating a compelling opening
- Your personal projection – body language, voice and introduction tips and tricks
- Using high-impact questions to build interest and opportunities for cross or up selling
- Active listening and summarising
- Prompt sheet exercise – Consult and identifying suitable opportunities for up-selling
Convince and Commitment
- The convince elements – keys to help customers make good buying choices in the first 30 seconds
- Prompt sheet exercise – Convince
- Using ‘hot button’ statements to gain customer engagement
- The commit elements – presenting price, overcoming concerns and gaining agreement to proceed
- Prompt sheet exercise – Commit
Practice and planning sessions
- A series of structured role-plays to apply, test and refine prompt sheets created earlier in the day
- The SPECIAL model revisited – are we selling with a high level of customer experience?
- Identify the best prospects for additional sales
End of course summary and action plans
- Learning activity: Learning Diary

Sales skills

Thought for the day...