38.     QUESTIONS ARE THE ANSWER FOR CUSTOMER SERVICE

This course will provide you with examples of good questions that you can use immediately to get the information you need. You will learn the difference between open-ended and closed-ended questions, and when to use them. We'll discuss seven different types of questions and how you can use each one.

39.     CUSTOMER FOCUSED INTERVIEWS

In this course you will learn professional interviewing techniques that will help you establish credibility, qualify opportunities more effectively, and discover a customer's important business needs, goals, priorities and personal win. Optional Customer Service Action Planner.

40.     HANDLING CUSTOMER COMPLAINTS

This course presents a process for dealing with objections and complaints so you can be effective and keep client relationships positive.  Optional Customer Service Action Planner.

41.     WIN-WIN-NEGOTIATIONS FOR CUSTOMER SERVICE

In this course we examine the negotiation process and determine the types of negotiations that cause people the most difficulty. We practice an effective negotiation process that will help you and your customer get to a win/win.

42.     GAINING COMMITMENTS TO ACTION/CLOSING

In this course we will discuss a variety of techniques for gaining little commitments from a prospect to advance the sale. You will learn the difference between low pressure and high pressure closing styles, also, how to recognize buying signals from your prospect, and how to deal with them. We will see what closing method is most effective with different personality styles. We will also discuss what to do if the prospect says "no thanks" and how to overcome objections when closing.