Learn how to:

·         Develop effective sales skills

·         Understand effective customer service excellence

·         Understand the relationship between effective sales skills and effective customer service excellence

·         Develop mutual trust, responsibility, accountability and effective communication skills between sales staff and among sales staff and customers

Key Objectives:

·         To provide key skills in sales and customer service excellence to company sales staff

·         To enable participants and negotiate with customers with confidence

·         To build communication and negotiation skills for customer sales personnel.

·         Constructive problem-solving through negotiation and personal initiative

·         To develop a positive customer-service attitude

·         To provide a theoretical framework enabling participants both to understand various tactics of negotiating and gain the confidence to apply these tactics to suit different circumstances

·         Understanding ourselves

·         Creating a relationship

·         Finding solutions

·         Awaking the buyers’ interests

·         Closing the sale

·         Reassuring the customer

·         Questioning techniques

·         Selling words and behaviour

·         Pace of communication

·         Buying habits

·         Repeat business

By the end of the workshop, the participants will be able to:

·         Recognise the importance of personal attitudes, skills, expertise and self-presentation

·         Appreciate the varying needs of individual customers.

·         Handle complaints helpfully and confidentially

·         Encourage customers to return for repeat and extended business

·         Know how to receive and respond to feedback from customers

·         Take individual responsibility for providing service to and solving problems for customers

·         Establish positive reinforcement of good customer-service skills habits