CUSTOMER SERVICE & SALES

22.   S.T.A.R. CUSTOMER SERVICE

Your service employees will learn the process and skills they need to provide customers with Positive Memorable Experiences. The clear, practical, four-step STAR Service Process, coupled with the communication skills taught in the workshop, help your employees not only to transform negative and neutral customer experiences into positive and memorable transactions but also to reaffirm and enhance long-term relationships, the foundation of business success.

Half Day

23.   DISC-POWERED SELLING

Effective salespeople go beyond singing the praises of their product or service.  Instead, they actively seek to understand their customers’ needs.  Taking the effort to do so can greatly increase the odds of hearing the customer say, “Yes, I’ll take it.”  This program provides a simple framework for understanding the different priorities and tendencies of customers.  Participants learn how to build upon their natural strengths and adapt their behavior to better meet the customer’s needs.

Half or full day

24.   COACHING FOR (SALES) RESULTS

Designed for new or experienced sales managers whether in a field sales or telephone sales environment.  This workshop teaches the essentials of coaching for improved sales performance.

1 Day

25.   CUSTOMER ORIENTED SELLING

Teaches a consultative process for developing understanding and agreement between the customer and your salespeople throughout the sales process.  It’s a logical, non-manipulative approach that works.   COS develops proven selling skills while teaching your salespeople to be responsive consultants—individuals sincerely interested in helping to achieve the business objectives of their customers with your products or services.  (Available in English, Japanese, and Spanish)

2 Days

26.   ACCOUNT STRATEGY

Account Strategy is a new, advanced training program to give your salespeople an edge in meeting the challenges of major account selling. Using a straightforward, practical process, they work quickly through complex selling issues. The result--salespeople leave the program able to develop major accounts more effectively--leveraging strengths, maximizing opportunities, facing competition, avoiding costly mistakes, and emphasizing long-term account relationships.

2 Days

27.   MAKING THE SALE--RETAIL

This intensive workshop gives retail sales people the skills they need to make each customer contact more profitable by improving essential sales communication skills:  listening, observing, questioning, verifying, and explaining.  Sales representatives learn the dynamics of a sales encounter by participating in an extensive sales practice session allowing them to polish and internalize their new skills.

Half or full day

28.   TELEPHONE PROSPECTING & QUALIFYING

Teaches sales representatives why and how to prospect and qualify over the phone.  Techniques for handling special obstacles, getting through a screener, etc.  The course also fine tunes communication skills.

1 Day

29.   BEHAVIORAL SELLING STYLES 

The person who can effectively read, adapt and respond to another person will add to his/her interpersonal relations skills and grow as a salesperson and as a manager.  This module will identify the different personality types salespeople encounter, and how to best interact with these people.

Half  Day

30.   ESTABLISHING CREDIBILITY & TRUST – ACTIVE LISTENING

Participants will learn a proven method for building credibility, trust and rapport quickly with high-level decision makers and executives. Customers prefer buying from people whom they trust and feel comfortable with.  This module will teach salespeople how to build trust and rapport deliberately.  It will help them shorten the sales cycle in opening new accounts.

Half  Day

31.   PROSPECTING AT HIGH LEVELS

Selling the appointment.  This workshop will help salespeople increase their market share, sales volume, and income by showing them how to prospect and sell the appointment at target accounts.  The key elements of who to call, what to say to create interest, and how to gain commitments to sell deeply into an organization at multiple levels will be thoroughly examined.

Half  Day

32.   CUSTOMER FOCUSED SALES INTERVIEWS

Discover your prospect’s needs & wants. This workshop will structure competitive selling.  It will show how to establish credibility, qualify faster, and to save time selling to a new account or increasing business at existing accounts.

Half  Day

33.   CUSTOMER FOCUSED PRESENTATIONS

Craft unique solutions.  Participants will understand how to use customer-focused benefit statements in all of their presentations and proposals.

Half  Day

34.   EXECUTIVE BRIDGING / TEAM SELLING

Participants will learn how to build and use a team selling approach to successfully create high-level “value added” relationships that improve profit margins and keep out competition.  Armed with this knowledge, they can effectively participate within their sales team to help shorten the sales cycle on large opportunities, and exceed the reseller’s or customer’s expectations.

Half  Day

35.   OVERCOMING OBJECTIONS

This workshop will help participants to develop resistance free techniques for changing their prospect’s and customer’s mind.  To help their customer and prospect justify that buying from their company is a sound business decision.

Half  Day

36.   WIN/WIN NEGOTIATIONS

Both sides must come out winners for a sales negotiation to be successful. Salespeople will learn why this is important and how to accomplish it through proven techniques.

Half  Day

37.   TERRITORY AND ACCOUNT MANAGEMENT

Salespeople will analyze their current territory management skills to uncover immediate areas of improvement.  They will analyze which accounts are consuming their time, if these accounts are profitable, and if this is the best utilization of their time.   If changes are needed, participants will learn what changes to make to be more effective.

Half  Day

38.   TIME & PRIORITY MANAGEMENT

Participants will analyze their current time management skills to uncover immediate areas of improvement. They will learn a proven method of time management that shows them what they can do to maximize their time.

Half  Day

39.   GAINING COMMITMENTS TO ACTION / CLOSING

To teach participants an arsenal of techniques for gaining commitment from a prospect/customer to advance the sale.  This will include closing the sale, but will also focus on closing the “little sales” necessary to eventually get the order.

Half  Day

40.   WINNING THROUGH CUSTOMER SERVICE

This workshop trains your sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations

1.5 Days or 3 Half Day Modules