Selling through Customer Service
Contents
1. Selling and customer care
The link between sales and service, the customer care loop, windows of sales opportunity.
2. Effective customer care demands a positive sales attitude
Customers buy products, staff attitudes and service level. How do you measure up?
3. Preparing to sell
Knowing
4. Who buys what, and why?
Selling to existing customers, the benefits on offer, looking for new sales opportunities.
5. Working with customer personalities
The four major customer personalities and how to work with them to encourage them to buy.
6. Six steps to selling
The six-step sales process and how to follow it to make selling effective and easy.
7: Won't sell, can't sell
Changing sales-resistant participants into sales-motivated participants.
8. Triggers and customer needs
How to look for and recognise the 'triggers' in customers' lives that make them open to what's on offer.
9. How customers buy
The five steps customers go through in their own minds in order to make a buying decision. Knowing the steps and helping customers to follow them.
10. Initiating a sales conversation
The first few seconds and what to say to customers to ensure the buying experience gets off to a good start.
11. Customer resistance
What is it about the 'store', and the people in it, that make customers resistant to buying? What to do to minimise the resistance.
12. When customers object
The eight main reasons customers raise objections. What they tell you about a customer's thoughts. How this reflects participants' selling ability.
13. The seven best ways to deal with objections
Seeing objections for what they are. Dealing with them so the sale stays on track and the relationship stays intact.
14. Getting customers ready to buy
The seven most effective closing and confirming techniques to encourage customers to buy.
15. How to refer a customer to an expert colleague
The real reason we have 'experts'. How to pass customers to a colleague so that the customer stays positive, the sale is enhanced and teamwork is improved.
16. Selling and the telephone
The importance of the telephone as a customer care and sales tool. Basic telephone techniques to encourage positive customer decisions.
17. The incoming c
How to maximise the likelihood of converting an incoming telephone c
18. The outgoing c
Seven steps to selling more over the telephone. Telesales techniques for everyone.
19. Measuring staff success
Measuring what you do and how you do it in order to raise performance levels and so sell more product. An introduction to self-measurement and coaching.