Coaching to increase sales and enhance customer service
Featured in the The Coaching Skills Activity Pack training manual
By Tony Gillen
Category: Mentoring and Coaching
Credit price: 3 download credits (Single user)
This enjoyable and effective training activity is designed to enhance traditional selling and customer care skills. Participants learn to use a powerful coaching strategy as a tool to build the customer relationship, and encourage them to buy. This ‘new’ technique will differentiate your sales and customer support people from the competition in the customers mind. Selling, at its most simple, is about working with a customer to persuade them to making a buying decision. Sales people are trained to open the sale, probe, qualify, present, propose, overcome objections and close or confirm, in one way or another. If the product or service is ‘big ticket’, a sale can extend over several meetings. Some very effective sales methods begin with the customer’s situation – Reality – in order to look at alternatives and then make a decision to arrange a next meeting or buy the product or service on offer. Most salesperson and all support staff also know that the relationship between buyer and seller, and sellers company, must be built and sustained by delivering on the agreement to supply and service the customer. The GROW sequence is a powerful way to: build and sustain relationships, advance on the sale, focus on priorities, differentiate your sales and support people from the competition. It succeeds because it focuses everything on customer goals, rather than product, price or service on offer.
You begin this training activity by asking the participants to explain their role as sales or support people and to summarise its purpose – from the viewpoint of their organisation and their customers. You go on to explain the GROW sequence and emphasise its value. The participants work in small groups to discuss the value of using the GROW coaching strategy to build relationships with customers and thus to increase sales. You then ask each group to present their ideas and explore the way forward. Finally, you lead a review of the training activity to establish key learning points and the participant’s commitment to using the strategy
Who is it for: This training resource is intended for use by trainers to help participant’s improve customer care skills and increase sales
- Themes:
- Coaching,
- Selling,
- Customer care,
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 19 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with anyone who either sells or whose role is to work with and satisfy customer needs – whether the customers are internal or external. The training activity is effective as part of a coaching programme, or to introduce coaching as a support tool in a sales or a customer care training programme
Download the training activity, Coaching to increase sales and enhance customer service as featured in the Fenman training manual; The Coaching Skills Activity Pack