This 1-2 day workshop equips participants with the knowledge, sales skills and confidence required to plan for effective, outcome driven sales meetings, rapidly connect with new customers,  immediately diagnose customer needs, manage customer objections so a sales momentum can be achieved and  obtain the customers commitment to proceed to the next stage of the sale.

Outcomes

By attending this workshop participants will be able to:

• Apply a winning sales mindset.
• Motivate customer commitment at every stage of the sales process.
• Manage the balance between diagnosing customer needs and positioning products and services.
• Move the emphasis of their role from implementing customer solutions to selling more products and services into existing customers.

All organisations want to increase sales and provide great customer service and we will work with you to understand your specific requirements which may include:
- conducting mystery calls or meetings;

- joining your sales people on calls/at meetings;

- assessing your team’s current abilities and sales mindset/attitude;

We will then build a tailored 1 – 2 day workshop to develop areas of focus and build on strengths, along with creating a follow up plan to measure the difference.

Outcomes

By attending this 1 -2 day workshop participants will:

• Have a greater understanding of the links between customer service and sales, and what makes customers buy.
• Be able to apply a more consultative approach to engaging with customers.
• Be prepared to communicate ideas and a point of view with greater clarity, confidence and control.
• Know how to position ideas and solutions in a more tailored and persuasive way so that customers are more likely to respond positively.
• Be able to push back, negotiate, manage expectations, or present a differing point of view to customers with greater flexibility and ease.
• Be ready to establish credibility, trust and rapport with different types of customers.

The impact of 5-star customer service has substantial benefits including: repeat and referral business, reputation and branding, greater business profits, positive morale, higher engagement and retention of employees.

Our workshop is divided between gaining the right mindset and developing the right skill set to deliver  the behaviours of 5 Star Customer Service

Outcomes

• By attending this 1 -2 day workshop participants will: Learn how to apply winning formula to achieve exceptional customer service. (E+S+T) x M = ES (Exceptional Service)
• Learn state management, we have a choice over our emotional state/mood/attitude
• Be able to complete a mind-set shift from Blame to Aim
• See things from a different perspective and step into the customers shoes

Building The Right Skills

• Making a Difference for our customers and us
• Why Good service is not Good enough
• The skills involved
• Communication Styles
• Building and maintaining rapport
• Match and mirroring
• Questioning and the Journey of Interest
• Active listening - switching off the internal voice
• What great customer service looks like
• Telephone and face to face
• Customer Journey
• Moments of Truth
• Creating “WOW” moments Cine Royal Cinema
• Identify challenging customer requests, Respond to challenging customer requests assertively.
• Turn disappointment into delight
• Applying the learning and next steps

We will work with you to understand your organisation, procedures and code of conduct. Posing as real customers, our mystery guests will perform the role and activities of any regular guests or customers. Our mystery shopping services are well planned and executed programmes and post visit we will submit a report of our findings and recommendations to increase service levels and sales.

Outcomes

 

To be agreed.