Selling through Service

Course title

Selling through Service

Overview

This course will help customer service and contact centre personnel maximise sales to new and existing customers.

Objectives

Understand the theory and concepts behind effective selling

Develop selling skills and enhance customer relations

Deal effectively with customer objections

Enhance overall sales performance

Content

Understanding sales principles

How communication really works

Listening skills

Is non-verbal communication important?

Professional telephone skills

Call preparation

Stages of an effective interaction

The ‘buying’ signals

Establishing needs

Communicating the benefits

Cross-selling and up-selling

Handling objections

Closing techniques

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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