As a customer-facing representative of your company, your non-sales staff has a unique opportunity to build strong rapport and gain confidence and trust.

This 2-day course is designed to equip non-salespeople with the skills, knowledge, and behavior that they can use to enhance the customer experience and increase product sales through a consultative approach. By identifying customer needs and understanding the drivers for their buying motivation you can better suggest which products and solutions would work for them and how your product features are relevant and beneficial.

Purpose of the Course:

Service staff will gain a proactive approach to core sales tactics and the ability to positively impact sales performance for organizations.

Their vital sales intelligence will uncover new business opportunities and enable deeper customer relationships as well as drive sales value. Participants will develop the confidence to deepen their business relationships with customers and embrace the philosophy that everyone ultimately is vital to the sales process in today’s markets.

Learning Outcomes:

• Have an improved recognition and willingness to make a positive impact on sales
• Recognize the bridge between service and sales and make the transition
• Have the skills to see your business from the client’s perspective
• Be able to interact with, understand and persuade customers
• Recognize how to take the fear factor out of selling
• Develop personal resilience skills

Course Outline:

• The changing face of selling in the 21st century
• The moving business-we are all in sales now
• The new ABC Attunement, Buoyancy and Clarity
• Attunement understanding and harmonizing with the other person
• Buoyancy staying afloat in a sea of no’s
• Clarity – The confused customer never buys
• Improvisation – the use of improvisation instead of scripts
• Giving the client an off-ramp – a simple approach to closing sales
• Up serving – giving the client more than they expect

Who should attend this course?

This course is ideal for customer-facing service staff such as technical staff, support staff, engineers, and administrators. Whether you liaise with customers on the phone, by email or face to face you will gain an understanding of the sales process and psychology enabling greater confidence in your ability to assist customers.

It is also of interest to non-salespeople who need to understand how to successfully gain team support for their projects and ideas through uncovering organizational needs and highlighting benefits/value.