This course is designed to give new and experienced salespeople the confidence to appoint, present to and close potential customers. We use a combination of learning methods but place emphasis on role-play based on products and services relevant to the delegate’s own organisations.
Course Aims and Objectives
This course is designed for sales staff to:
- Promote the organisation’s products and services to existing and new clients
- Generate extra income from these products and services
- Support the objectives and core values of the organisation
- Develop a consistency of approach when selling over the phone
- Project a professional and positive image with each call they make
For this reason, it is written with both the customer’s and the company’s needs in mind to maximise on potential sales and client loyalty.
In developing the course content we place emphasis on empowering staff that have a range of skills and experiences to develop greater quality in their work and increase sales productivity. The training will focus on the following:
- Identifying Key Accounts
- Building Profitable Relationships
- Writing Effective Proposals
- Managing Customer Expectations
- Planning Customer Contact
- Developing Your Key Account Strategy
- Negotiation Tactics
- Meetings and Your Time
- Successful Customer Meetings
Pre/Post Course Support
Prior to conducting a course your training co-ordinator will have had the opportunity to liaise with one of our lead trainers who will begin to breakdown your companies objectives.
A key part of their process is understanding what led to your decision to improve your team.
We will incorporate all your current training materials to build in effective role plays and discussions suited specifically to your organisational needs.
Before each course delegates will have completed:
- The pre-course questionnaire (Including personal objectives for the session)
After the course each delegate will receive:
- A CPD Accredited Certificate
- A Comprehensive course manual
- Additional resources beneficial to your continued learning
Your organisation will receive:
- Constructive feedback on the delegates progression
- A roadmap for continued learning specifically to your needs
Proposed One-Day Course Agenda
This is a proposed agenda for the course.
Morning – 9.30-1.00 / Afternoon – 2.00-5.30
Introductions and objectives
Sales skills for non-sales people
The ability to influence the customer is a skill that can reap rewards in increased customer satisfaction and profits. There are several proven methods of influencing decision makers which are easy to learn and can produce major results. Projecting a professional image is one of the keys to professional selling. Delegates will understand the techniques of making effective outgoing calls; how to build rapport with clients; how voice presentation skills can enhance the conversation; and how to create great first impressions.
Organisation strategies for future sales
Researching and recording customer details for the future enables the salesperson to maximise the potential from every customer. Delegates will discover the essential details to collect that will help them to plan for both call backs and repeat enquiries.
Account planning for initial contacts and follow up calls
Even basic planning helps the salesperson to plan and develop strategies for each call. By using group work and role-plays we will show how, even basic planning can help delegates understand the customer and increase value in the sale.
Understanding ‘why’ customers buy
Customer transition and the psychology of buying. We all go through a specific process when we decide to buy goods and services. We will show delegates how to match their sale with the customer’s buying sequence so that they can actively sell to ‘real’ needs and wants.
How to make quality appointments
This part of course will examine techniques that improve appointment making. Delegates will also learn how to get past the gatekeeper and how to open up unresponsive prospects.
Unless the salesperson satisfies customer needs there can be no sale. The ability to use open and closed questions to uncover ‘real’ customer needs separates the average from the successful telephone sales person. Delegates will learn how to use questions to discover customer needs, challenges and problems and how to use these to create value in the solutions their products provided.
Active listening and summarising skills
Active listening is the technique of hearing the whole picture. We will teach delegates how to make effective notes whilst listening to customer needs and how to paraphrase and summarise these needs as a transition to selling the benefits of your products.
If you have opened the sale well and gained the “buyer’s’ interest and attention, uncovered needs and agreed them with the customer the next stage is to present the benefits of your product, idea or service. To do this effectively sales people must be able to add value to their product and present both known and unknown benefits to build customer desire.
Recognising buying motives and identifying buying signals
Knowing what motivates your customer to buy your product or service is important if you are to be successful in choosing the correct approach for your sale. Recognising when you are near to closing the deal is also an essential skill if you’re looking to maximise your sales success.
To sell you must be able to close. Delegates will learn when it is best to close the sale, closing techniques designed to give them confidence in ‘asking for the order’ and how to pre-empt possible objections.
The ability to deal with objections is an essential skill in sales. We will focus on how delegates can control the call so that they are able to deal with all objections calmly and confidently. We will cover; understanding the types of objection; dealing with objections effectively; overcoming the gate-keeper and keeping control during a call.
The Power of ‘Following Up’
“Good follow up is the breakfast of champions”. Most perceptions of an organisation are developed after a problem has been identified and handled to the customer’s satisfaction. How quickly and effectively you follow up is one of the primary factors in building customer loyalty and makes good business sense. Delegates will also investigate the effectiveness of surveying customer perceptions and how to keep on top of their existing customer’s wants and needs.
Customer Style Analysis
Building rapport is not just analysing what the customer is saying but also understanding customer business styles and personalities. In this way the delegates will be able to recognise the type and style of personality they are dealing with and ‘slot’ quickly and easily with the client ensuring smooth communication. Delegates will also learn strategies to help them deal with demanding, talkative and passive customers.
At the end of the course the delegates will produce both a personal action plan and a group action plan. These will be designed to ensure that skills learned on the course will quickly become part of their work behaviours and practices.
Proposed methods of training will include:
- Trainer-led facilitation
- Role-playing typical situations (using video or audio feedback, if applicable)
- Group work
- Workbook exercises and activities
- Video scenarios with discussion.
All delegates will receive a workbook that doubles as an excellent post course reference manual.
All our in-house training is tailored to your requirements, this is our standard In-House Agenda but bear in mind the course could be tailored to your needs.
Other related courses include mediation skills, negotiation skills and communication skills for managers. Click here if you need more information regarding Dealing With Difficult People training courses or contact Total Success who will be delighted to talk to you via e-mail.