Sales and Customer Service Development Program - Virtual Learning

Course Objectives

Sales and Customer Service Development Program - Virtual Learning

By the end of the course, participants will be able to:

  • Develop the right personal habits to optimize selling effectiveness
  • Apply the different steps of the sales process and identify the need for each step
  • Create objectives to maximize internal and external customer satisfaction
  • Define and understand the different sources of conflict
  • Identify personal conflict resolution styles
  • Manage conflict in teams and engage in effective team problem solving

Target Audience

The course is designed for sales professional, customer service representatives, managers and supervisors who deal with customers daily or strategically, and who are keen on improving their performance by taking their customers to higher levels of satisfaction, by applying the latest sales and customer service tools.

Target Competencies

  • Customer relationships
  • Sales competence
  • Decision making
  • Understanding of prospects’ motivation
  • Time management and self-organizing
  • Managing conflicts
  • Emotional intelligence
  • Negotiating
  • Communication Skills

Course Outline

  • Day 1
    • The changing sales environment
      • The new sales competencies
      • Behaviors, characteristics and skills of contemporary sales professionals
    • Preparation and self-organization
      • Personal management
      • Time management and self-organization
      • Developing strategies for sales success
    • A quick review of the sales process
      • From prospecting and qualifying to product knowledge to securing a deal
    • Business negotiations skills
      • The six elements of successful sales negotiations
      • The power of questioning, probing
    • Managing the customer relationship
      • Basics of building customer relationships
      • The essence of attitude in relationship building
      • The art of sales communications
      • Influencing sales outcomes
  • Day 2
    • Appreciating the customer
      • The internal and external customer
      • Importance of the internal customer
    • Customer service as a strategic imperative
      • From ‘suspect’ to ‘partner’
      • The 'KANO' model
        • ‘Basic’ attributes
        • ‘Performance’ attributes
        • ‘Delight’ attributes
      • The customer centric organization
      • Customer service as a strategic imperative
      • Understanding your customers
      • 'RATER' in depth
    • Customer complaints and service recovery
      • Symptom versus cause
      • Root cause analysis
      • Failures do happen
      • The recovery paradox
      • The ‘WOW!’ factor
    • Service Level Agreements (SLAs)
    • KPIs for customer service
  • Day 3
    • Effective communication
      • The 4 principles of interpersonal communication
      • Elements of the communication process
      • Communication delivery aspects – the external and internal perspectives
      • A quick view on communication barriers

Per participant

USD 1,320

Fees + VAT as applicable

Tax Registration Number : 100239834300003

Discount Plans & Cancellations Policy