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Selling is becoming an increasingly important part of the frontline customer service representative's job. Our program helps Customer Service Professionals develop the skills, knowledge & motivation they need for cross-selling and up-selling.

  • Course Start Date: Nov. 10
  • Location: Toronto (Map)
  • Time: 9:00 am - 4:30 pm (Note on end times)
  • Please Note: End Times are approximate and depend
    on the number or students and pace of the class.
    It is important to allow for the class to run a little bit longer,
    or finish a little sooner, than expected.
  • Duration: 1 Day
  • Delivery Method(s):Instructor Led
  • Mentored training is a revolutionary training method
    that provides you with the quality training that
    you have come to expect, and combines it with
    flexible learning and a self paced environment.
    For more information click here.
  • Discount Seats Available:2
  • Category:Professional Customer Service Training

 
Course Outline
This course qualifies towards your Certified Client Service Specialist/Professional (CCSS/CCSP) Designation

Selling is becoming an increasingly important part of the frontline customer service representative's job. But few reps have formal sales training. Our program helps Customer Service Professionals develop the skills, knowledge and motivation they need for cross-selling and up-selling.

No matter what business you are in, who your customers are, or how large your business is, the fact is that everyone would like to increase their revenue without increasing the investment. Numerous companies have discovered a simple cost effective way to do this. A solid service that sells training program for service representatives has proven to pay dividends in the areas of:
• Increased revenue
• employee satisfaction
• customer retention
• migrating your contact centre to a profit centre

Most sales people would agree that one of the biggest challenges in sales is getting in contact with the customer. Your service representatives hear from your customers every single day. Imagine leveraging the customer contact to deliver the exceptional service and having an opportunity to educate and sell to the customer.

Less than 19% of service representatives like to sell, up-sell or cross-sell. Cross-selling and up-selling can be valuable business tools, but many customer service professionals are reluctant to add these tools to their repertoire because of the stigma often associated with selling and the lack of formal sales training.

This program is designed to effectively overcome this reluctance and to uncover the realities of providing exceptional service and myths behind selling. We will guide participants in understanding and being prepared for the transition from service to sales.

Program Objectives
This program is designed to teach you how to:
• Build confidence and overcome resistance in a positive way
• Understand sales as an advanced type of service
• Recognize buyer needs and motivation in order to focus on features, advantages and benefits that buyers care about.
• Develop transitional techniques in order to introduce separate products and services seamlessly.

Highlights You Will Learn
• How to identify cues to determine which add-ons to suggest and when to suggest them.
• How to turn client objections into up-selling, cross-selling opportunities.
• How to anticipate and answer objections to strengthen cross selling positions.
• Listening for or creating opportunities to cross-sell by creating a natural, conversational bridge to the offer

Who Should Attend?
This workshop is designed for:
• New Sales and Customer Service representatives
• Sales and Customer Service representatives who have had no formal training on the subject
• Client Relationship Managers
• Account Managers
• Business Development Managers
• Other business professionals involved in sales negotiations

This workshop is designed for experienced sales directors, managers and account executives; senior operations managers and purchasing agents; senior organizational leaders and managers; other business professionals involved in sales negotiations.

It's the perfect cross-selling training program for inside and field service representatives who have the opportunity to add value to customer contacts. They'll be knowledgeable, confident, and eager to sell!

Program Outline

Module 1- Creating a Service to Sales Strategy
• Requirements for a successful service and sales strategy for today's market.
• Is there a difference between service and sales?
• Knowing and using the proven “S.E.L.L.” method of selling yourself, your services and your products
• Creating the “Framework” for ensuring daily improvements
• Implementing your framework to maximize results
• Elements of triaging your focus

Module 2- From service resolution to sales
• Creating interest
• Motives, Means & Opportunities
• Creating opportunities
• Creating a Value Based conversation
• The right to approach
• Your attitude during the introduction

Module 3- Aligning customer needs to your products and services
• Opening the sales conversation
• Using questions effectively
o Three rules for questions
o The 5 purposes of a presenting your offerings

Module 4- Establishing Value
• 3 Essential Steps in a conversation that gets results
• The art of a sales and service conversation mix
o Evidence statements help prove what you say
o Demonstrations & selling the invisible
o The ideal conversation
o Being prepared for conversation difficulties

Module 5- Preparing for Close
• Everything about closing
o Elements of closing the sale
o A good closer welcomes objections

Module 6- Overcoming Resistance
• What are objections?
o When do clients object?
o Objections & the sales process
o 5 major categories of objections
o Hidden objections
o What does a client mean by an objection?
o Techniques for meeting objections
o Five question method
o Always remember – Key phrases

Module 7– Asking for the business
• When should I pop the question?
• Trial close
o What makes a Good Closer
o Difficulties with Closing
o Essentials of Closing
• Attitude & Style
• Close - Based on situation


Prerequisites & Certificates
Pre-Requisites

None.

Certificates offered

A Certificate of Completion will be presented after the course.

This course qualifies towards your Certified Client Service Specialist© designation.

The Client Service Specialist© designation program offers participants with the tools, techniques, and effective customer service skills required in today's demanding work environment. Completion of CSPN's certification process confers the right to use the title Customer Service Specialist and right to use the initials CSS© after one's name. .

The objective of CSPN's certification process is to ensure that those Customer Service professionals who complete the accredited courses have the knowledge and skills to competently perform their function in the organization. .

Completion of the following THREE accredited programs is one of the four components required for the Client Service Specialist Designation. Please call or email us to get a brochure that explains in detail the process :

  • Delivering Responsive Customer Service
  • Managing Difficult Clients and Situations
  • and ONE of the following course options:
  • Service that Sells
  • Thriving Through Change and Transition
  • Conflict Resolution

  • Cancellation Policy
    Participant cancellation or rescheduling request must be received in writing/email 10 or more business days prior to the class start date. An administrative charge of 20% will be made for all cancellations or reschedules. No refund is available if the registration is cancelled less than 10 business days prior to the class start date or if an attendee fails to attend. Another attendee can be substituted at any time.
    Map & Reviews
    Customer Service Professionals Network (CSPN)
    [ View Provider's Profile ]

    CSPN
    25 Royal Crest Court
    Unit 5

    Markham, Ontario
    Canada   L3R 9X4


    Reviews
     

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    Here are some reviews of the training vendor.
    The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
    Reviewed by 2013
    the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
    Reviewed by 2011
    10-November-2016 $499 Regular Price $599 Register for this course

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