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Phone: 513.398.0924 E-mail: info@cfiegroup.com |
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General Course Description: This course is a two-day leader-led workshop. The purpose of this workshop is to provide Customer Service Representatives (CSRs) with the sales skills required to bridge a customer service call into a new sales opportunity. Traditional CSRs handle a wide variety of inbound customer calls on issues such as billing inquiries, changes in service, complaints and general requests for information. Because of their strong customer service orientation, CSRs often handle these calls without taking advantage of the opportunity to uncover new customer needs and recommend and sell additional products and services. This course provides CSRs with a simple and easy to master process for extending their traditional service role into a proactive sales role, thereby providing better customer service and generating increased revenues. Course Objective: Participants who complete this course will be able to: · Explain the CSR's sales role in the organization. · Explain the importance of using all customer contacts as an opportunity to sell. · Successfully bridge from a service call to a sales agenda. · Develop and demonstrate effective probing strategies to uncover customer needs. · Differentiate between a feature and a benefit and explain products and 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. · Demonstrate effective techniques for making outbound sales calls. 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.
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