[PDF] Customer Service and Sales Training

[PDF] Active Listening

Lack of training is another contributor to poor listening skills and habits Most of ultimately - leads to increases sales and profits

[PDF] Smart-strategies-for-sales-communication-successpdf

Active listening is a powerful skill Practice it ? Use the sales process itself to guide and support effective sales communication

[PDF] THE IMPACT OF SALESPERSON LISTENING

7 mai 2014 · Sales researchers have developed three scales to measure this process: Salesperson Listening (Ramsey and Sohi 1997); Interpersonal Listening in

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Worksheet #1 A Self-Evaluation for Active Listening A Self-Evaluation for Active Listening With practice, you can improve your listening skills

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Active listening is an important communication skill in a variety of disciplines and professions, Effectiveness Training (P E T ) model, and has roots

[PDF] Basic Selling Skills - WBI Library

In-house, tailor made sales and management training courses (1-5 days duration) Listening Skills – an effective salesperson must be able to listen to

[PDF] The Contractor - SALES - Atlantic Building Supply Dealers Association

It is similar when studying the history of sales and training salespeople a combination of a nicely balanced set of probing and listening skills,

[PDF] Customer Service and Sales Training

Attentiveness and active listening • Establishing the real need • Administrative efficiency and follow up ? Handling out-bound calls and direct sales

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providing value in sales ? Effective listening - Three types of listening - Develop active listening Role-play exercise ? Sales Rep / Account Mgrs

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Customer Service and Sales Training

Suitable for:

Call Centre Operators, and all employees involved in sales and customer service Course duration: 2 days NQF level: 4

Course objective:

Increased sales and market penetration Improved customer relationships Customer loyalty

Course content and outcomes:

Getting the basics right The fundamentals of customer service and sales Teamwork and the service chain Understanding the basic needs of every customer and how to maximize them - even over the phone Basic telephone skills essential for every employee involved in customer service and sales The importance of attitude to be effective in sales & customer service Understanding the importance of internal and external customers Handling in-bound calls effectively 5 critical things to do when opening an in-bound call Attentiveness and active listening Establishing the real need Administrative efficiency and follow up Handling out-bound calls and direct sales effectively Getting through the gate-keeper to the decision maker Effective enquiring Preparing a script Selling benefits Cross-selling and-upselling Handling objections Techniques for closing the deal Handling difficult situations and problems relating to sales Knowing your product Using your resources the internal value chain Handling complaints and irate customers Why complaining customers are highly valuable Understanding the real issue behind the words Creating calm and giving reassurance Contact us to register or arrange in-house training: Tel: 074 074 0444 Email: info@poponline.co.za Web: www.poponline.co.za

Accreditation

No. 2529

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