SALES — THE OTHER SIDE OF SERVICE™
Online and Classroom Learning for Blended Impact Take advantage of the efficiency of online learning together with the effectiveness of the classroom experience in this flexible and powerful program. It was built to accommodate both your time-constraints and your budget! |
Influence, negotiation, change management training, Influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
Influence, negotiation, change management training, Influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
Overview of SALES — THE OTHER SIDE OF SERVICE™
Are your reps making the most of their relationships with your
customers? Are your customers buying the appropriate products
for their needs? We've created a training program for service reps
that gives them an understanding of the service value of cross-
selling and up-selling skills. Sales — The Other Side of Service™
will provide your reps with the sales skills they need to fully service
the customer and increase your revenue stream. Take a closer
look at the following outline below to see the topics we cover.
Benefits
Sales — The Other Side of Service™ teaches your employees the skills they need to add
value to their customer's personal or professional lives while increasing sales for the
company. They'll leave the class with a new attitude toward selling, and the skills needed to
be successful in cross-selling, up-selling, and overcoming resistance.
Audience
• Customer service representatives
• Inside sales/order desk representatives
• Technical support representatives
Program Topics
Bringing Value to Customers
. • Understanding how combining sales and service is the best way to serve
customers
. • Bringing value to customers through cross-selling and up-selling
. • Matching features and benefits to customer needs
Adding Value Through Cross-Selling
. • Identifying the three types of cross-selling
. • Understanding why people buy
. • Listening for cross-selling opportunities
. • Seeing cross-selling opportunities in the customer’s record
. • Creating new opportunities for cross-selling
. • Bridging to the offer
. • Questioning to grab interest
. • Introducing benefits
. • Gaining commitment
Adding Value Through Up-Selling
. • Increasing the quantity of the customer’s order
. • Upgrading the product the customer ordered
. • Understanding when to up-sell
. • Questioning to determine customer needs
. • Introducing benefits
. • Gaining commitment
Overcoming Resistance
. • Understanding why customers resist
. • Learning when to overcome resistance
. • Handling customer resistance
. • Clearing up misunderstandings
. • Dealing with drawbacks
. • Overcoming stalls
Each unit contains custom exercises so participants can apply the skills learned to their own
job. The program also includes a Tips for Success job aid for use back at their desk, and one
week of on-the-job exercises to help participants put their newly learned skills into practice.
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Are your reps making the most of their relationships with your
customers? Are your customers buying the appropriate products
for their needs? We've created a training program for service reps
that gives them an understanding of the service value of cross-
selling and up-selling skills. Sales — The Other Side of Service™
will provide your reps with the sales skills they need to fully service
the customer and increase your revenue stream. Take a closer
look at the following outline below to see the topics we cover.
Benefits
Sales — The Other Side of Service™ teaches your employees the skills they need to add
value to their customer's personal or professional lives while increasing sales for the
company. They'll leave the class with a new attitude toward selling, and the skills needed to
be successful in cross-selling, up-selling, and overcoming resistance.
Audience
• Customer service representatives
• Inside sales/order desk representatives
• Technical support representatives
Program Topics
Bringing Value to Customers
. • Understanding how combining sales and service is the best way to serve
customers
. • Bringing value to customers through cross-selling and up-selling
. • Matching features and benefits to customer needs
Adding Value Through Cross-Selling
. • Identifying the three types of cross-selling
. • Understanding why people buy
. • Listening for cross-selling opportunities
. • Seeing cross-selling opportunities in the customer’s record
. • Creating new opportunities for cross-selling
. • Bridging to the offer
. • Questioning to grab interest
. • Introducing benefits
. • Gaining commitment
Adding Value Through Up-Selling
. • Increasing the quantity of the customer’s order
. • Upgrading the product the customer ordered
. • Understanding when to up-sell
. • Questioning to determine customer needs
. • Introducing benefits
. • Gaining commitment
Overcoming Resistance
. • Understanding why customers resist
. • Learning when to overcome resistance
. • Handling customer resistance
. • Clearing up misunderstandings
. • Dealing with drawbacks
. • Overcoming stalls
Each unit contains custom exercises so participants can apply the skills learned to their own
job. The program also includes a Tips for Success job aid for use back at their desk, and one
week of on-the-job exercises to help participants put their newly learned skills into practice.
Delivery Options
There are a variety of delivery options available:
- Use our easy-to-follow workbook for self-paced training.
- Deliver on location at your facility using an Impact-certified professional facilitator.
- Attend Train the Trainer and deliver the program yourself.
- Deliver the training yourself without attending Train the Trainer (recommenced for
experienced trainers only). - Work directly with our training designers to customize a classroom or online program
that is specific to your delivery needs.
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Call Center Training that Works!
 | |  | |  | |  | |  | |  | |  |
| Sustain The Impact Implement our companion coaching program to insure that your investment gets results. |
| been Delivered in hundreds of organizations including but not limited to: Compaq Computer Corp. Credence Systems Corp. Dell Computer Corp. Gateway Computers Siemens IT Services IBM Macromedia Cellular One Centennial Wireless Motorola Nortel Networks U.S. West Verizon La Opinion (LA Times) San Diego Tribune The Columbus Dispatch AXA Advisors Financial Bank of America Citizens First Saving Bank Discover Financial Services Federal Reserve Bank Microsoft Norwest Bank The World Bank U.S. Department of Treasury J.P. Morgan Chase GPU Energy Shell Trading Gas and Power UtiliCorp Blue Cross and Blue Shield Group Health Cooperative Inland Empire Health Plan L.A. Care Health Plan Welch Allyn, Inc Colgate |
