Introduction

This training project takes a practical approach in terms of enhancing skills which are imperative for Sales and Service professionals to perform their functions effectively and confidently. Learning of each key element of the awareness of Service, Skills in selling and Account Management has been included, in order to give the professionals a complete understanding of the required skills. This program is relentlessly focused on developing Methods and Arguments that are most effective in convincing prospects to buy and providing the WOW effect in service.
Our approach

This project approach concentrates on six important elements of a successful sales and service plan:

Creating awareness of our service responsibilities as well as sales objectives • Create a sense of urgency to fullful customer requirements in terms of sales and service • Understanding and utilizing Selling techniques • Profiling and understanding our key customers • Developing a user friendly sales flow guide for easy reference • Understanding the importance of and learning how to implement accurate account management processes • Lots of practice of live sales encounters - role play
Program Objectives

By the end of this program the participants shall:

• Improve Sales Performance
• Structure customer contact more effectively
• Understand the elements of successful sales communication and improve skills in this area
• Cross Sell other products through probing - if required
• Improve questioning skills for wallet sizing and interest generation
• Identify customer's real needs and match with appropriate benefits.
• Sharpen their closing skills in order to clinch the sale.
• Handle objections effectively and treat them as new opportunities
• Manage multiple accounts effectively and in a productive manner

Step 1 - (1/2 day) Pre-training consultancy (FOC)

Our Principal Consultant shall make a learning visit to the client's premises before commencing the training session. This segment of the project might be completed in half a day or less. The following imperative information shall be learned in order to intelligently and effectively strategize the program:

• Product presentations for selected products to be sold and cross sold
• Features and Benefits analysis for selected products
• Developing the Ideal Customer Profiles
• Key information on prospect profiles for cross selling purposes
• A list of common industry related customer objections and recommendations on rebuttal statements
• A list of industry related buying signals for selling and cross selling purposes

Step 2 - Sales and Service Excellence Training Program

This program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, approach and objectives,. Details follow:

Module 1 - Face to Face Selling

. How am I doing?

• This is a questionnaire based activity to help participants evaluate their own sales skills as a benchmark before commencing the sales training segment

• Analysing your Product features and benefits

• It is imperative to understand your own product features and benefits in order to present and cross sell

• Developing impactful benefit statements

• This is where we collectively develop our selling story to be utilized during customer contact

• Probing for Needs Exploration

• This activity challenges participants in order to pre-design probing questions to ask customers in order to prepare for the face to face customer contact. The art of asking the right questions at the right time is key for improved sales performance. Probing helps in fact finding, leading into cross-selling and up-selling, and also in the most crucial step in face-to-face selling I-e Needs exploration or wallet sizing. A complete set of probing questions shall be developed during this phase in order to determine areas in which the sales executives may have the opportunity to recommend and cross-sell various products in addition to the client's obvious requirements.

• Closing and Gaining commitment

• The only way a sale can successfully happen is to directly ask for the order. Most sales executives shy away from this aspect and end up at the bottom of the sales performance chart. Customers need to be guided into making decisions about our products and services.

• Objection Handling

• Objections are opportunities to sell. Unstated objections are a salesperson's nightmare. Through voiced objections, the salesperson has the opportunity to present further features and benefits of their product. In this segment, we shall list all possible objections our participants encounter and also expect to encounter. In a brainstorming activity, all objections shall be handled and rebuttals recorded to be utilized immediately in the role playing module

Module 2 - Account Management

Module 3 – Service in Sales

Duration of training 3 days for each session from 9am – 5pm