Selling for Non Sales People
The impact on sales (and job enjoyment) of going the extra mile for customers
Who is it for?
This is a programme especially tailored for teams who would like to take customer service to the next level by delivering the best possible service. It’s mainly suitable for those who deal with customers on the phone or in a
retail type of environment.What does it cover?
Cross-selling and up-selling is a superb way to increase the value of every customer contact by suggesting other products and services that may be of interest to the customer. This course will teach you the skills you need to add value to your customers’ personal or professional purchase while increasing sales for your organisation. Delegates will leave this programme with a new attitude towards the sales aspect of the customer service role and the skills needed to be successful in cross-selling, up-selling and overcoming initial resistance.
What will delegates be able to do differently?
- Use improved customer service skills
- Gain far more information from your customers without becoming a stereotype ‘pushy sales person’
- Sell on customer needs using the features and benefits of your product or service
- Enjoy far better rapport with customers and enjoy your work more
- Be in control, assertive and professional at all times
Programme overview
- Difference and benefits of up-selling and cross-selling
- Questioning techniques to gather information from the customer
- Enhancing on features and benefits
- Negotiating to gain a win/win outcome
- Using your Unique Selling Point (USP ) to your advantage
- How to look out for buying signals and gain commitment
- Setting achievable and realistic objectives
- Assertiveness: building the confidence to sell
- Turning difficult situations to your advantage
- Controlling a phone call in a professional and non-pushy manner
- Using listening skills to sell to customers’ needs
- Handling objections professionally
