PR Customer Service

Introduction

This program is designed for:

Salespeople, sales support, as well as potential candidates for sales positions who want to build and revitalize their existing selling skills.

Objectives

• Identify the behaviours and skills of a successful sales professional.
• Apply a structured and tested sales process to maximize every sales opportunity.
• Understand prospecting basics and be able to conduct a sales call.
• Use appropriate questioning techniques and listening skills which will lead to a reduced level of objections and an increased level of sales.
• Make presentations that meet both organization objectives and the needs of the audience.
• Anticipate objections and work up strong responses.
• Describe different types of selling models.
• Choose a closing technique to earn the business.
• Draft a formula to achieve sales goals.
• Manage the customer relationship on an ongoing basis.
• Differentiate themselves from competition through building better customer relationships and the use of customer care philosophies.

Content

The Changing Business Environment

• Evolution of Personal Selling
• The New Sales Competencies
• Behaviors, Characteristics and Skills of a Successful Salesperson
• Assessing Performance According to Specific Sales Indicators
• The 10 Root Causes of Sales Problems
• Personal Selling Profile

Preparation and Self Organization

• Personal Management
• Time Management for Sales People
• Understanding the Psychology of Selling
• Developing a Strategy for Sales Success

The Sales Process

• Effective Prospecting and Pre-Visit Research Using Teleblitz
• Characteristics of Different Selling Models, Types and Structures
• Setting Goals Based on Your Sales Quota and Plan
• Analyzing the Territory and Conducting Account Research
• Planning Your Calendar to Achieve Sales Goals and Build a Sales Pipeline
• Identifying Resources and Methods of Generating Leads
• Delivering Clear and Effective Presentations
• Handling and Overcoming Objections
• Achieving Positive Closing Techniques
• Recognizing Service as a Hard Differentiator

Business Negotiation Skills

• Understanding the Principles Involved in Successful Negotiation
• Sales Negotiation and Vulnerability Analysis
• Building a Value Position and Relationship through Artful Negotiating

Managing the Customer Relationship

• Service Beliefs and Philosophy
• Basic Attributes of a Positive Attitude
• Questioning and Probing Skills
• Understanding Different Buyer Behaviour Styles and your Own
• How to Respond to Different Buyers and Different Personalities
• Strategies to Maintain Communication with a Customer