| TITLE |
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Turning Service Into Sales
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| OVERVIEW |
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Turning Service into Sales is a program designed to help you leverage and develop additional business by promoting and increasing customer loyalty. The program develops skills and introduces a process to effectively maximize service transactions in ways that create opportunities for additional business.
To learn more about this program, CONTACT US.
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| OUTCOMES |
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As a result of completing Turning Service into Sales, service providers will be better able to:
Understand changing industry trends and the impact on the role of a service provider
Develop business through customer service
Build trust and rapport with customers
'Cross Sell/Up Sell'
Explore customer needs to identify broader opportunities
Handle objections effectively
Create a personal development plan
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| TIMING |
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1 day
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| OUTLINE |
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Introduction to Service
What's changed?
Industry, competition, customers, and your role
Communication Styles
Self-assessment
Recognizing and adapting to personal styles
Demonstrating empathy
Active listening
Service that Sells Process
Building and maintaining rapport with clients
Uncovering "in sight" and "out of sight" needs
Effectively communicating information
Handling Objections
Recognizing and managing customer objections for a positive outcome
Personal Development Planning
Self-assessment
Identify key customers on whome to focus
Create a development plan to apply skills on the job
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| ACTIVITIES |
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Self-assessment
Group discussions
Small group/team exercises
Role plays and skill practice scenarios
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| MATERIALS |
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Handouts
Skill guide card
Assessments
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