Sales and Marketing

Course outline Learn how to grow your business from within your existing account base through our bite sized training course. Overview: - How do you manage existing accounts? - Potential added-value opportunities - Time management prioritisation - Reasons to call or visit existing customers - Conducting an account review For more information...

Course outline Learn how to handle unhappy customers - both face-to-face and over the phone through our bite sized training course. Overview: - Beware the silent customer! - Top reasons why customers complain - The 'FIRSTCLASS' approach to resolving issues - Remaining composed and confident - Skills practice For more information on...

Course outline Learn how to identify real customer needs through effective questioning and listening through our bite sized training course. Overview: - Questioning style - 6 approaches to questioning technique - Qualifying and confirming customer interest - Active listening skills - Skills practice For more information on our customer service training courses...

Course outline Learn how to create a great first impression and connect with your customers through our bite sized training course. Overview: - First impressions - Welcoming your customers - the 6 essentials - Positive communication and body language - Connecting with your customers - Skills practice For more information on our...

Course outline Learn how to recognise, build rapport and relate to different customer types through our bite sized training course. Overview: - Being attentive - ostrich or meerkat? - Building rapport quickly with your customers - Listening and questioning skills - Recognising and responding to customer types - Skills practice For more...

Course outline Learn how to recognise, manage and move on from sales objections and concerns through our bite sized training course. Overview: - What is an objection and why do they occur? - Do's and don'ts of dealing with objections - 4 steps to managing objections confidently - Typical objections and potential...

Course outline Learn how to positively influence those critical points of customer contact through our bite sized training course. Overview: - What shapes your customer's expectations? - The 4P's of the customer experience - Mapping your customer's journey - Defining the critical moments of truth - Identifying practical actions For more information...

Course outline Learn how to work together as a team to deliver service excellence through our bite sized training course. Overview: - Teamwork - the internal service chain - The good, the bad and the best - The 3C's of internal service - Your service roadblocks - Identifying service improvements For more...

Course outline Learn how to lead and develop your team to deliver service excellence through our bite sized training course. Overview: - Your role as a service leader - Defining service standards - Are you easy to do business with (ETDBW)? - Coaching and empowering your people - Recognising and rewarding success...

Course outline Learn how to turn inbound enquiries into sales through our bite sized training course. Overview: - Greeting the caller positively - Asking the right questions - Giving information that 'sells' - Asking for the business - Skills practice For more information on our customer service training courses please visit our...

Course outline Learn how to get through to key decision makers and present a positive first impression through our bite sized training course. Overview: - Getting past Gatekeepers and voicemail - 4 steps to making a positive first impression - Do's and don'ts of opening a sales call - The 'hook' -...

Course outline Learn how to personalise your sales pitch and match customer needs with the right information about your product or service through our bite sized training course. Overview: - Using positive language - Features tell, benefits sell - Using emotive words in your sales pitch - Personalising your pitch to the...

Course outline Learn how to identify and select customer service stars through our bite sized training course. Overview: - The DNA of a great service provider - Preparation - defining what you need - Questions to reveal service excellence - Assessing candidate capability and potential - Interview practice For more information on...

Course outline Learn how to drive sales by delivering great service to your customers through our bite sized training course. Overview: - The C.L.O.S.E. technique - Questioning - customer needs and wants - Taling benefits not features - Add-on sales and service opportunities - Developing your product knowledge For more information on...

Course outline An interactive team-based exercise to either introduce or review the key service principles covered in our bite sized training courses. Overview: - Introducing the session - Playing the customer service game in teams - Overcoming the common service pitfalls - Highlighting and sharing best practice tips - Identifying next steps...