Online purchase options include: Single learner, Trainer/10 learners and interactive DVD.

Corporate licenses: from less than £8 a learner please call 0845 456 0465 or fill in the box below for more information.

Click here to run a full 21 minute section from the course

Course Description

Sales Through Service Skills 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.

Course Topics

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 students 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.

Special Features

Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe, analyse and evaluate different customer service and sales scenarios.