Customer Service and Sales Training
This Customer Service and Sales Training is offered throughout South Africa as
in-house, public and online training
in-house, public and online training
Customer Service and Sales Training
Suitable for:
Call Centre Operators, and all employees involved in sales and customer service
Call Centre Operators, and all employees involved in sales and customer service
Course Duration: 2 days
NQF Level: 4
Course Objective:
This Customer Service and Sales Training Course – which is offered throughout South Africa – will ensure:
✓ Increased sales and market penetration
✓ Improved customer relationships
✓ Customer loyalty
Course content and outcomes:
Through this Customer Service and Sales Training Course, delegates will learn:
- Getting the basics right
- The fundamentals of customer service and sales
- Teamwork and the service chain
- Understanding the basic needs of every customer
- The 3 V’s of communication – and how to maximize them – even over the phone
- Basic telephone skills essential for every employee involved in customer service and sales
- The importance of attitude to be effective in sales & customer service
- Understanding the importance of internal and external customers
- Handling in-bound calls effectively
- 5 critical things to do when opening an in-bound call
- Attentiveness and active listening
- Establishing the real need
- Administrative efficiency and follow up
- Handling out-bound calls effectively
- Getting through the gate-keeper to the decision maker
- Effective enquiring
- Preparing a script
- Selling benefits
- Cross-selling and-upselling
- Handling objections
- Techniques for closing the deal
- Handling difficult situations and problems relating to sales
- Knowing your product
- Using your resources – the internal value chain
- Handling complaints and irate customers
- Why complaining customers are highly valuable
- Understanding the real issue behind the words
- Creating calm and giving reassurance
To enrol delegates on our
Customer Service and Sales Training
Contact us on 074 074 0444
or
Send us an email to info@poponline.co.za
or
Click on the link below to register delegates now