Achieving new sales through service
This two-day course is about helping participants to develop the essential attitudes, skills and practices for interacting positively with customers in order to accelerate sales success. It covers those skills, which are applicable in sales situations over the telephone or face-to-face.
To be successful today - salespeople need to be able to do more than just describe the features of the product - they need to focus on really understanding customers' needs and establishing long-term relationships of trust and mutual respect.
After completing the programme, participants will be able to:
- Apply the necessary skills and attitudes to advance the sales process more rapidly and increase the success rate from lead to sale closure
- Advance their sales situations by using a customer-focused approach as opposed to a product focus
- Develop a comprehensive first sales call plan and questioning strategy for an existing customer/account
Course content
The key principles
- Customer not product
- Involving the customer
- The customer sets the pace
The customer focused sales process
- How customers buy
- An organising framework
The essential selling skills
- Building rapport with the client
- Effective communication skills
- Effective questioning skills
- Demonstrating effective listening
- Identifying and understanding the customer's needs
Handling objections
- A comprehensive process for resolving difficulties and handling difficult sales situations
A model sales call
- A model opening
- Concluding statements
- The importance of capability statements
- Some examples of capability statements
- Developing capability statements
- Using capability statements
Moving the sale forward
- Defining and identifying clear customer needs through gap analysis
- The key questioning areas to highlight the consequences of not taking action
- Exploring the benefits of taking action
- Developing and implementing a comprehensive questioning strategy
- Generating options
- Establishing criteria for options
- Analysing the options
- Explaining product features and benefits
- Linking features and benefits to identified customer needs
- Preparing an effective client presentation
Closing the sale
- Guidelines for closing a sale
- Delivering an informal client presentation - role-play
- Developing an effective closing statement
Overview of the commercial aspects of selling
- The importance of targets
- The importance of selling to make profits
Who should attend?
This two-day course is designed for new and experienced salespeople who need to apply a customer-focused approach to selling in order to be successful.
Course style
- Trainer presentations
- Discussions and delegates' participation throughout
- Group exercises/workshops/role-plays
- Highly interactive and using accelerated learning techniques
Course timetable
Day 1
9:00 am to 5:00 pm with 1 hour for lunch and 2 coffee breaks (am and pm)
Day 2 9:00 am to 4:30 pm with 1 hour for lunch and 2 coffee breaks (am and pm)
Pre course requirements
No specific knowledge or skills are required
Venue
The CQI, Hyde Park Corner, London. See Inside the CQI for more information about the venue.