Sales & Service Workshops

Many organizations claim to be customer focused, customer driven, or customer centered but not all conform to the criteria that define a truly customer driven organization. In this workshop, participants will learn what characterizes a customer driven organization and learn how to improve their work processes and procedures to ensure the best possible service to customers.

By attending this workshop you will:

• Understand the vital importance of the customer to any organization.
• See the value in having excellent customer service for both internal and external customers.
• Identify the factors that prevent an organization from maximizing customer value.
• Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.
• Identify different customer types and interact appropriately with them.

Smart employees recognize that a key aspect of their job is ensuring that internal and external customers feel informed, needed, and appreciated. In this workshop, you will enhance your personal customer relationship management skills and learn how to introduce a customer relationship management program that will significantly enhance how your internal and external customers value your service.

By attending this workshop you will be able to:

• Define customer relationship management
• Determine the impact customer relationship management has on an organization
• Understand the value of customers
• Identify ways to manage customer expectations
• Understand the characteristics of effective customer relationship management
• Discover how to measure and track customer relationship management outcomes
• Develop a plan for implementing an effective customer relationship management process within your organization
• Develop a process for continually improving the customer relationship management process

Customer Sales

Everyone is a salesperson! Did you ever need to convince an employer to hire you? Have you tried to convince your boss about a change you wanted to make? The same principles that you use to be successful in these situations are the techniques that highly successful sales people use every day. The techniques you use to sell to different types of people need to fit their personality types.

By attending this workshop you will be able to:

• Build rapport
• Discover customer needs
• Promote product and service features and benefits
• Develop an action plan for applying relationship management principles to increase sales

Whether you know it or not, you are always marketing your personal skills, the services or products of your work unit or your organization. In this workshop you will learn the fundamentals behind successful marketing, a complete grounding in marketing essentials, and begin to develop the skills and techniques necessary to become a marketer who can help your company develop a marketing orientation to enhance the bottom line.

By attending this workshop you will be able to:

• Identify the main obstacles to effective marketing
• Understand the marketing process
• Understand a range of tools and techniques for marketing
• Use these techniques to build an effective marketing process
• Explain the benefits of having an effective marketing process in the organization

Everyone is in sales. Whether you are selling your services and expertise within a company or products and services to customers outside your organization, you need to understand how to sell.  This workshop will provide you with the skills and knowledge you need to ensure that your personal skills, products and services are held in high esteem by your internal or external customers.

By attending this workshop you will:

• Identify the main obstacles that block successful sales
• Understand the sales process
• Understand a variety of sales techniques from preparing a proposal to closing a sale
• Plan and effective sales process and apply sales techniques
• Develop an action plan for planning and conducting effective internal or external sales

Every successful business utilizes telesales to generate leads and convert them to sales. In this workshop you will learn not only how to "fish for a day, but to fish for a lifetime" by learning how to get the right prospects, understand their needs and interests, and develop sales that drive your personal and organizational success.

By attending this workshop you will learn how to:

• Identify the major obstacles to effective telesales
• Understand the process behind effective telesales
• Determine techniques for enhancing telesales success
• Apply those telesales techniques to improve on the job results
• Understand how effective telesales enhances both personal and organizational success
• Develop an action plan for applying telesales techniques on the job