This course equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyse what the customer wants and needs by combining active listening and effective questioning...so they can make a real difference to sales and customer loyalty.
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Module 1 (30 mins) Sales Through Service Skills
The Sales through Service Sequence
First Contact
Module 2 (48 mins) Sales Through Service Skills
Exploring Needs
Meeting Needs
Key Learning Outcomes
Once participants have completed this programme, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to:
- Follow the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal, and take the extra step.
- Make a good first impression and understand why it’s so important. A good first impression is a combination of appearance, acknowledgement, attitude and approach.
- Analyse what the customer wants and needs by combining active listening and effective questioning.
- Use knowledge, judgement, focus and communications skills to match the customer’s needs and deliver outstanding service.
Balance Learning Classroom Resource Packs have been designed to make it easy for trainers and line managers to deliver classroom sessions to help students develop skills and understanding. Each pack includes:
- A Workshop Guide
- Reproducible Student Handouts
- DVD or CD-Rom containing slides and video clips
For more information about our Classroom Resource Packs please click here.
The purpose of this workshop is to help participants practise some of the Sales through Service skills, learn more about the organisation’s expectations, and gain self confidence. The activities in this workshop build on the Preparing to be Outstanding workshop, but work equally as well on a stand-alone basis.
Sessions include:
- Introduction
- Service Skills: First Contact
- Exploring Needs
- Meeting Needs
- Closing Session
Our unique three-step approach is the flexible blend of the above e-learning, CD-Rom or DVD learning with our dynamic classroom techniques and practical workplace activities. Our blended process is flexible and its components can be used in a variety of combinations.
This training blend can be scheduled and automated by our easy-to-use piece of software, The Balance Portal, which has an optional 360° feedback module. Alternatively, online components can be used within a SCORM compliant LMS.
During the Action activities, the emphasis is very much on helping the participant use opportunities within their normal working environment to implement their new knowledge and or skills. They will be building confidence outside the protected environment of the classroom sessions.
Participants are assigned Action Dimension™ Activities at regular intervals via email. This is the trainer’s opportunity to support the participants as they take the knowledge and skills they’ve learned and apply them to real workplace situations.
