Consultative Service Skills is a highly participative, skills based training course designed primarily for professionals who interact with clients on a day to day basis.The course is well suited for Customer Service Representatives, Inside Sales Reps, Relationship Managers, Technical Advisors, and Help Desk Professionals. The primary objective of this two-day sales training program is to provide participants with the skills, techniques, approaches and processes to elevate their service skills approach when interacting with their clients, customers, prospects and buyers.They learn how to bring a problem solving approach to every discussion with every customer. They learn the interpersonal, communication and presentation skills to be more effective.They learn how to be perceived more like consultants than Service Reps in order to increase the value they bring to these interactions. Videotaped practice sessions, using customized cases, and consistent opportunities to practice increases the likelihood of skill acquisition and behavior modification.At the conclusion of the program participants will have learned new approaches to make them more effective in providing outstanding service to their customers on a consistent basis.
At the conclusion of the program participants will be able to:
To provide participants with an understanding of the similarities between problem solving and service and to learn how to transform the customer interaction into a problem solving opportunity.
To introduce new ways to develop trust, empathy and credibility as the key ingredients in building meaningful relationships and adding value with clients.
To thoroughly investigate the needs analysis process to learn how to understand both the obvious and the not-so-obvious needs of clients in order to leverage opportunities that present themselves.
To learn the skills required to be effective in determining needs such as drawing out, questioning, listening, interpreting and paraphrasing.
To learn how to effectively offer recommendations that are direct answers to the customer’s needs, issues and concerns.
To explore new and different methods of resolving objections that are straightforward, client focused and problem solving oriented.
To learn how to leave effective voice mail messages as one of many ways to be more effective on the telephone.
To investigate how to offer clients unsolicited ideas in a way that you add value to the relationship.
To practice what is learned in videotaped simulations that allows participants to see the applicability of the skills while increasing self-awareness.
To introduce new ways to develop trust, empathy and credibility as the key ingredients in building meaningful relationships and adding value with clients.
To thoroughly investigate the needs analysis process to learn how to understand both the obvious and the not-so-obvious needs of clients in order to leverage opportunities that present themselves.
To learn the skills required to be effective in determining needs such as drawing out, questioning, listening, interpreting and paraphrasing.
To learn how to effectively offer recommendations that are direct answers to the customer’s needs, issues and concerns.
To explore new and different methods of resolving objections that are straightforward, client focused and problem solving oriented.
To learn how to leave effective voice mail messages as one of many ways to be more effective on the telephone.
To investigate how to offer clients unsolicited ideas in a way that you add value to the relationship.
To practice what is learned in videotaped simulations that allow participants to see the applicability of the skills while increasing self-awareness.