Customer Service and Sales Training

Customer Service and Sales Training

This Customer Service and Sales Training is offered throughout South Africa as
virtual, in-house and public training

Customer Service and Sales Training

Suitable for:
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 serviceCustomer Service Training
  • 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

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