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Phone: 513.398.0924 E-mail: info@cfiegroup.com |
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General Course Description: The purpose of this course is to provide attendees with the knowledge and skills required to effectively interact with business customers and to position themselves and their company as value added, business problem solvers. The target audience is business system and I&M technicians who have customer-facing positions but are not primarily responsible for direct sales to business customers. The workshop will enable technicians to effectively recognize and uncover customer needs and recommend and sell additional products and services. By extending the role of a technician into a customer needs based sales role, the service provider will be able to generate additional revenues and provide better customer service to their customers. Course Objective: Participants who complete this course will be able to: · Explain the importance of using all customer contacts as an opportunity to sell. · Explain the unique advantage the I&M force has as a sales channel. · Bridge from the normal I&M technician agenda to a sales agenda. · Develop and demonstrate effective probing strategies to uncover customer needs. · Differentiate between product features and customer benefits and explain the product services in customer benefit terms. · Demonstrate effective techniques for asking for customer commitment. · Demonstrate effective techniques for overcoming customer concerns. · Effectively conclude the customer contact. Instructional Media: The course will be delivered using classroom techniques that include interactive lecture along with individual and team activities that appeal to all learning styles. Mastery of the material will be demonstrated in skills practice sessions. There will be no formal Mastery Test administered. Course Customizations: This workshop can be customized to be delivered to an ILEC or CLEC audience. |