Sales and Service Training Topics and Descriptions

The Art and Practice of Sales and Service Leadership

Strong sales leadership is essential to building and sustaining a sales mentality among staff. Today's managers must make the transition from a traditional, operations-minded manager to an entrepreneurial, sales and service-minded manager. Topics include: how to coach effectively; how to observe and critique a sales interaction; how to motivate salespeople; how to utilize sales goals and tracking systems; how to conduct effective sales meetings; how to use a tickler system for follow-up; how to reinforce service and more.

Target Audience: CEO, business owners, sales managers and anyone who has staff reporting to them and is expected to help their team increase skills, referrals, sales, service and customer calls.

Consultative Selling – The Key to Winning Customers

To compete effectively, today's sales and marketing professionals must not only be proactive about attracting new customers, but also calling on existing customers and businesses to expand the relationship and retain the business. This requires confidence and a consultative approach. This workshop teaches how to plan strategically for a sales call; how to prospect for new and existing business; how to listen and skillfully probe for needs; how to present the benefits of your services; how to handle objections and ask for the business; how to set up a follow-up systems and more.

Target Audience: Any business owner, manager or sales professional who is expected to make in-person sales calls on prospects, existing customers and/or develop long-term customer relationships.

Cross-Selling and Referral Skills

In this idea-packed seminar, participants will learn skills to proactively offer additional services to walk-in customers or by phone in a confident, professional and comfortable manner. Topics include: prospecting, probing for needs with open and closed questions; identifying cues and opportunities; offering benefits; handling objections; asking for the business; how to be persistent and follow up; maintaining a tickler file. (Includes work groups, role playing and interactive exercises.)

Target Audience: Any staff member who is expected to cross-sell additional services from a walk-in customer or phone call.

Five Star Service Delivery

Each contact with a customer is a "moment of truth". Front line staff must always be ready and willing to go the extra mile. Support staff also play a key role by being responsive to their "internal customers" or fellow employees. In this workshop, participants will learn why service is so important, how to professionally acknowledge and greet people, how to serve their internal customers, how to use the telephone professionally and, most importantly, how to maintain a positive attitude.

Target Audience: Any staff member who is expected to exceed customer expectations and provide exceptional service.

Manage Your Book of Business - The Secret to Expanding Customer Relationships (Customer Relationship Management)

Chances are some of your VIP customers are feeling neglected and are ripe for being stolen. What are you doing to reach out and touch your best customers, build loyalty, and nurture profitable relationships? As a relationship manager or sales representative your primary role is to retain your "A" customers and expand relationships with your "B" customers. In essence, your job is to effectively manage your "book of business." In this program, you'll get valuable information you can use to begin confidently contacting your key customers.

In this idea-packed and energizing program, you'll discover:

• Your primary duties as a relationship manager
• Best practices to manage your book of business
• How to create a profiling form to get to know your customers
• How to make the initial introductory call with confidence
• How to build trust and engage your customers in conversation
• How to recommend a service or product
• How to set up an effective follow up system
• How to add value to the customer relationship with VIP service and education
• How to conduct client review meetings

Target Audience: Relationship managers, sales and investment professionals, account executives, and anyone seeking to expand relationships with an assigned list of customers or members.

Staff Engagement – The Key to Bring Your Service and Brand Alive!

Do you have staff that are physically present but mentally absent? Now that you’ve invested in training, incentives and marketing programs, how will you earn the commitment of your staff? Engaged and involved staff is the key to build customer relationships and bring your brand alive. A new logo and brochures do not serve your customers—your people do. In this idea-packed, energizing and interactive program, you’ll discover how to: identify the signs and causes of disengagement, prevent this “disease” from spreading, increase productivity and most of all win the hearts and minds of your staff!

Target Audience: CEO’s, manager, supervisors, business owners, service quality directors and customer service/HR professionals.