 Training:
Advanced selling and service skills
Develop skills to:
- Understand the psychology of why people buy
- Reveal customers’ and clients’ hidden needs
- Tailor your products and services to create a competitive advantage
- Successfully manage resistance, particularly regarding price
- Serve and please difficult customers and difficult clients
- Develop client loyalty that produces repeat business and referrals.
And the training we provide will provide you and your colleagues with the InTheZone™advantage!
Topics
Sales Psychology and Strategy
Begin where few sales people do, with an understanding of the psychology of why people buy. Develop a customer’s purchasing cycle for your business to identify key untapped or undertapped selling opportunities.
Understand the psychological relationship of each customer to your products and services.
Consider various styles of sales and customer behaviour, and the risk of each to your business.
Adopt the style of selling that generates the best results in most situations.
Learn how to appropriately identify the desired outcome of a sales call and discover how the outcomes sought by many sales people are counter-productive.
Understand the process of moving a customer from a distant acquaintance to a loyal client, which will help you determine the objective of each interaction with the customer.
Understand and make the best use of the role that various people within each customer organization play in the psychological consideration of your products and services.
Sharpen your value proposition, and learn how best to apply it to the often-dreaded cold call.
Avoid the most common telephone mistake made by sales and service people.
Learn the “silver bullet” response to a customer complaint.
Develop an organized approach to selling that provides the most solid foundation for effective sales management and coaching.
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Designing and Launching a Successful Sales Call
Adopt a proven format for designing a sales call to obtain the best results. Learn how to get the interaction off to the best possible start!
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Interviewing and Learning Through Listening
We call this module the next best thing to mind reading! Develop an interviewing strategy to maximize the effectiveness of your listening. Develop an understanding of the customer’s needs that will give you the ultimate advantage over your competitors.
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Sales and Service Persuasion
Learn how to communicate your value proposition to customers in ways that each one will relate to, understand and find compelling. Communicate your message within the typical attention span of business people.
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Managing Sales Resistance and Closing the Sale
Learn how to unearth, address and remove customer concerns. Make customer concerns and complaints part of your internal continuous improvement. Close the sale!
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Effective Negotiation
Adapt advanced people skills (above) to achieve more successful sales negotiations.
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Providing Superior Service
Understand the psychology behind customer and client service needs. Learn from the Deming quality improvement movement how to astonish your customers and clients without compromising your cost control. Learn the “silver bullet” response to a customer complaint. Learn “three levels of fix” that will satisfy your customers and make their concerns and complaints part of your internal continuous improvement. Adopt a method to identify the most powerful potential innovations and an objective approach for improvement. This will ensure that innovations rest upon a firm foundation of evidence and are unlikely to be changed at the whim of others’ biases or personal preferences.
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