Sales and customer service are essential components of a successful business. This Sales and Customer Service course is designed to equip participants with the knowledge and skills necessary to excel in both areas. The course covers key strategies, concepts, and techniques for effectively selling products or services while delivering exceptional customer service.
The course begins with an exploration of the fundamentals of sales. Participants will learn about the entire sales process, including prospecting, needs assessment, presenting solutions, overcoming objections, and closing the sale. They will discover various sales techniques such as consultative selling, relationship building, and effective communication. Participants will also learn the importance of developing long-term customer relationships and maintaining customer loyalty.
The course then delves into the world of customer service. Participants will discover how to deliver outstanding service that exceeds customer expectations. They will focus on key skills such as effective communication, active listening, and managing difficult customers or challenging situations. Participants will also understand the role of empathy, problem-solving, and conflict resolution in offering excellent customer service.
Additionally, the course addresses strategies for building and managing strong customer relationships. Participants will gain knowledge about customer relationship management (CRM) systems, customer segmentation, and the personalized approaches necessary for success. The course also explores techniques for upselling and cross-selling and strategies for customer retention and repeat business. Participants will also examine how technology, including social media and online platforms, can enhance sales and customer service efforts.
The course also emphasizes the importance of continuous improvement in both sales and customer service. Participants will learn how to collect customer feedback, measure customer satisfaction, and identify areas for growth. They will also explore methods for improving the customer experience, fostering a customer-centric culture, and adjusting to changing customer needs and preferences.
Throughout the course, participants will engage in practical exercises, role-playing, and case studies to apply what they’ve learned. They will have opportunities to practice sales and customer service skills in a controlled environment and receive feedback for ongoing improvement.
Upon completion of the course, participants will possess a comprehensive understanding of the principles and techniques of sales and customer service. They will be fully equipped to effectively sell products or services, deliver exceptional customer service, and build long-lasting customer relationships. Whether in sales, customer support, or entrepreneurship, participants will be well-prepared to contribute to their organization’s success and meet customer expectations.
Course Objectives
- Understand the significance of customer service in business success
- Learn how to deliver excellent customer service that generates revenue
- Master techniques for managing complaints and resolving issues
- Build customer loyalty through exceptional service and relationship management
- Develop strategies for effective cross-selling and up-selling
- Identify buyer motivations and close more sales successfully
- Create compelling sales presentations that attract customer interest
- Build trust and respect with customers
- Tailor sales pitches to meet customer needs and provide solutions
Who Should Attend?
This Sales and Customer Service course is ideal for anyone interested in building long-term relationships with customers. Sales professionals who not only sell but also provide excellent customer service will benefit from this course. It is also perfect for those seeking to create customer loyalty and build a business known for superior service.
If you are involved in customer interactions or managing a team, these skills are essential in today’s business environment. This program is designed for both employees and business owners who want to improve customer relationships, enhance their credibility, and gain customer trust.
Course Outline
MODULE 1: Customer Service Values
- Understand customer requirements and deliver accordingly
- Develop a customer service mindset
- Enhance patience, attentiveness, and focus on goals
- Learn the top 16 customer service values for effective engagement
MODULE 2: Is it Customer Service vs Sales or Customer Service & Sales?
- Create a positive customer experience from the start
- Focus on the customer’s needs and build value, don’t just sell
- Integrate sales and customer service to enhance customer experience
MODULE 3: Putting Customers First
- Enhance customer-centric strategies for business success
- Develop strong customer relationships
- Manage customer conflicts effectively, even in online spaces
- Implement practical ethics to improve frontline service
- Avoid undervaluing your customers and create a competitive edge
MODULE 4: The Art of Persuasion
- Personalize your approach to meet customer needs
- Craft compelling stories to engage customers
- Communicate clearly and effectively
- Leverage repetition for customer engagement
MODULE 5: Outstanding Service
- Apply service principles to maintain professionalism and deepen relationships
- Utilize five approaches to engage customers and foster loyalty
- Develop a consistent approach to resolve complaints efficiently
- Attract new customers and retain existing ones through referrals
- Disagree agreeably while maintaining positive relationships
MODULE 6: Identifying Buyer Motives to Close More Sales
- Evaluate customer perspectives to move the sale forward
- Involve customers emotionally in the buying process
- Leverage best practices for closing sales confidently
- Identify upselling and cross-selling opportunities
MODULE 7: iCare for Sales Excellence
- Create an iCare framework for sales success
- Turn challenges into opportunities for growth
- Build credibility and trust with customers
General Notes
- All our courses can be customized to meet the specific needs of participants
- Participants should be proficient in English
- Our training includes well-guided presentations, practical exercises, web-based tutorials, and group work. Our facilitators have over 10 years of experience in the field
- Upon completion of the course, participants will receive a certificate from Stepsure Training and Research Institute
- Training will take place at Stepsure Training and Research Institute centers. We also offer in-house and online training as per the client’s schedule
- Course duration is flexible, and the contents can be tailored to fit any schedule
- The course fee for onsite training includes facilitation, training materials, two coffee breaks, a buffet lunch, and a Certificate of Successful Completion. Participants are responsible for their own travel expenses, airport transfers, visa applications, health/accident insurance, and other personal costs
- Accommodation, pickup, freight booking, and visa processing are available upon request at discounted rates
- Tablets and laptops can be provided for an additional cost
- One-year free consultation and coaching available after the course
- Group discounts (10%-50%) are available for registrations of more than two people
- Payment should be made before the training begins or as agreed upon by both parties
- For any inquiries,
- contact us at info@stepsureresearchinstitute.org
- or call +254 723 482 495
- Website: www.stepsureresearchinstitute.org
