Winning over customers requires more than just a value added proposition. Customers want you to go beyond giving a good bargain, hearing what they have to say and being treated with respect. They expect sales and service people to show genuine concern and provide real solutions to their problems.
The Sales in Winning Customers trains your people to connect with customers on a personal level, understand customers' rationale to buy or not to buy and develop solid techniques to handle objections.
| COURSE OUTLINE |
| Sales, Service, and Serving - The fundamentals |
- Understanding your customers - 10 reasons why customers don't buy
- Why aren't customers coming back? It's about choices!
- Understand the factors of competition and product positioning
|
| Sales, Service, and Serving – What should I do? |
- Make distinctions and understand the differences between Sales, Service, and Serving
- How to engineer and bring a successful sales close to fruition
- Share the challenges faced in sales and offer suggestions on how to overcome the challenge
|
| Characteristics of a Great Sales Person |
- Qualities of a Great Sales Provider
- Importance of connecting with customers through the sales transaction and experience
- Understanding F.A.B.E
|
| Sales and Communication Filters |
- Be introduced to the four communication filters –Generalisation, Deletion, Distortion, and Closure
- Understand how and why customers and sales personnel are highly influenced by these filters
- How to capitalise on this by consistently applying this knowledge throughout the 5 Selling Steps process
|
| Handling Objections |
- Know the common reasons for objections, how to handle them and the guidelines for resolution
- What are the 6 most common objections?
- Winning techniques that help you close the sale!
|
LEARNING OUTCOMES |
| At the end of the programme, participants should be able to: |
- Apply the four filters to communication and capitalise on them to connect personally with customers
- Differentiate between Sales, Serving and Service Monitoring and the impact on customers' perception of service
- Understand why customers buy or reject a sales pitch and the importance of a good close to realise sales
- Understand the reasons why Customers object and techniques to handle objections
|
|
 |
| METHODOLOGY |
Empower your staff and increase performance levels with high impact, experiential learning via group activities, discussions and presentations, application exercises and learn-apply-learn through role play.
Learners should be able to apply what they have learned as soon as they return to work.
|
|
| WHO WILL BENEFIT |
Sales and service personnel across all industries including but not limited to sales representatives, executives and managers; frontline personnel; customer service personnel; marketing representatives, etc.
|
| BENEFITS OF WORKING WITH SQ CENTRE |
- Extensive experience in conducting teambuilding & team leadership
- Accelerated learning principles to enhance learning effectiveness
- Experiential learning methodology to engage learners
- Role-play & case study scenarios contextualised to organisations
- Workplace assignment enables assessment to take place in realistic conditions
|
|
|
1) 04, 05 OCT 2010
(All registrations must be received 3 weeks before commencement date) |
|
|
