This training workshop will enable you to learn how to care for your customers, whilst still achieving a profit and create soft sales opportunities, through the delivery of excellent customer service.
Aim of the workshop:
1. The aim of the first session is to foster a profit source service culture
2. The aim of the second session is to build on attendees existing skills in ‘Selling’
Session 1 (AM): Customer Care as a profit source
Workshop aims and objectives
Icebreaker – what are the top three reasons for losing customers?
The starting gate: how well do you understand your customer’s needs?
Reviewing the customer service journey – journey mapping
Ensuring a standardised approach to Service Excellence – enhancement procedures
Leaving the door open when the customer exits
Session 2 (PM): Soft Sales
Introduction to Strategic Marketing and soft sales as an implementation tool
The shortest sales process and the chosen target customer
Identifying the sales persons toolkit and motivational needs
Identifying customers wants, needs and desires
Identifying the buyer benefits of your services
Managing sales objections
Gaining commitment to sell
Developing your ‘Soft Skills’ for selling
Timings
09:00 Registration
09:30 Session 1: Customer Care as a profit source
11:30 Morning Coffee Break
13:00 Lunch
14:00 Session 2: Soft Sales
15:30 Afternoon Coffee Break
17:30 Close
£35 per delegate (includes refreshments and lunch).
Tuesday 17th February 2015
9:30am-5:30pm
The Bridge Innovation Centre, Pembroke Dock
£35 per delegate
To book please call the PBI on 01646 689222.
