Technical Sales Representatives all face the daunting task of managing
increasingly competitive territories in order to make quarterly and annual
numbers. Furthermore, a great deal of effort is required for sales
representatives to understand the complex products they represent to their
customer base. OEMs, value added resellers and other sales organizations often
play catch-up simply trying to grasp the products they sell on a daily basis.
The last thing a sales representative needs is to worry about whether their
existing customer base will be eroded via upstart competitors or larger and
stronger corporations. Customer Service Skills Planning for Technical Sales
Representatives is designed to equip participants with the tools and
processes to build a customer service plan and implement it on a daily basis
with little additional effort. Once a plan is in place, sales representatives
can focus on driving numbers and making “club” while knowing that any
unforeseen circumstances or customer problems can be managed effectively.
Our Customer Service Skills Planning for Technical Sales Representatives
offers an organized yet highly interactive environment that enables sales
representatives to take a step back to understand their existing customer
service processes. Once their current processes are benchmarked, participants
can begin the process of building a thought-out customer service strategy that
drives satisfaction while enabling them to focus on sales activities. One of the
key concepts is a process that teaches how to understand customer behavior and
motivators. This process has proven invaluable to sales representatives as it
can be used in both prospecting and account management activities. Customer
Service Skills Planning for Technical Sales Representatives is a full day
program. Skills are practiced and critiqued via four audio taped and four
videotaped exercises that allow a safe environment to practice and hone the
concepts taught. Peer-driven discussions also enable participants to receive
immediate feedback and suggestions based on current examples and customer
situations. Once these skills are learned and put into place, territories can be
strengthened as customer service satisfaction is placed in the center of all
sales and post-sales activities.
Seminar Objectives:
Participants in the customer service skills training seminar
will learn to:
- Strengthen relationships within their most important accounts
- Recognize verbal cues and hot buttons
- Understand customer needs and how they affect customer behavior
- Use customer service skills to drive revenue at customer sites
- Deal with all sales-centered interactions in a customer service-oriented
manner
- Build rapport with prospects and customers
- Acknowledge customer concerns
- Handle the most demanding customers and prospects
- Effectively handle complaints and customer satisfaction issues
- Be proactive rather than reactive
- Gain cooperation from unhappy customers
- Work with sales support staff to stress customer service
To maximize your customer service teams
effectiveness we suggest our custom, private customer service
seminars offered in house at the location of your choice.
Contact
us for a free consultation on how we can best service your
customer service training needs.
