Customer Service & Selling Skills
for Managers and Leaders
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Customer Service and Selling Skills are both “People Skills”. Vital interpersonal skills are taught that are universally relevant, and are equally valuable for those in less “directly customer-focused” management and administrative roles. Useful sales tips and ‘gently persuasive’ selling strategies are woven throughout the programme, and participants invariably come away feeling motivated and inspired to try out new ways to carry on improving. |
Topics covered include:
- What Customers Really Want
- The Importance of Attitude
- Building Rapport & the 90:90 Rule – everything counts
- Personal Energy and Enthusiasm
- Four Steps to Client Satisfaction
- Team Ground Rules – so how do we ‘radiate professionalism’?
- Up-Selling – and tapping into past successes (ie. our 3 best stories)
- Negotiation Tips – “don’t give concessions… trade them” etc
- Overcoming Objections – great ways to handle “tricky” situations
- Benefits Selling – “and what that means for you is….”
- Exceeding Expectations – do we?
- Closing the Sale – helping the Client ‘take the plunge’
- Turning Mistakes into More Sales
- Effective Telephone Skills
- Listening Skills – why they matter
- Great Ways to Stay Motivated
… and any additional topics specifically requested by the participants
