Value Selling & Customer Relationship Management Service Skills
Course Overview
To Wow Customers & Increase Sales. The most challenging task in business is to keep your current customers and get them to buy more of your products and services again and again. Next. Is to go out and win new customers especially during tough and challenging times.
Starting with a revisit of the most profitable business strategy - selling value, this program helps you understand the strategies to anticipate and serve customers’ needs. It will also help you to move ahead of your competition and emerge even stronger by differentiating with value selling.
Course Objectives
This one-day workshop is specially designed to help participants:
- Understand & apply the Value- based & Consultative Selling Cycle for desired results
- Increase confidence in handling difficult situations and winning customers
- Delight & grow customers with creative CRM service techniques
Course Outline
Morning Session – CRM Service
- Professional Ownership Towards Greater Customer & Job Satisfaction
- Standing Out of The Crowd – Value Centric Self Management & Preparation
- Overcoming Barriers For Better Personal & Business Results
- How Our Thoughts Affects Our Actions In Serving Customers
- Self Discovery & Mentality Exercise
- Application of Value-Based Consultative Selling Cycle for Desired Results
- Identifying Where To Look & Find The Right Customers
- Identify & Matching Customers To Relevant Products Using Creative Scan Tools
- Products & Prospect Mix & Matching
- Identifying Customers’ Needs & Expectations With Hi-Touch Probing Techniques
- P.R.I.C.E. & M.I.D.A.S. Questioning Techniques
- Knowing What Your Customers Really Want
- Developing A Customer- Sensitive CRM Matrix
Afternoon Session
- High Impact & Value Focused Presentations Techniques
- Knowing Customer Expectation & Concerns
- Leverage On Product Features, Advantages & Benefits
- A.T.A. Method of Making Your Customer See The Benefits of Value
- Techniques Of Overcoming Objections
- Role Plays & Exercises
- Developing Effective Communication Tools & Skills To Delight Customers
- Art Of Effective Listening Skills To Delight Customers
- How To Turn Objections Into Confirmation
- Difficult Situations Recovery Techniques
- Case Study & Exercise
- Effective NLP Techniques To Autosuggest Customers to Next Positive Step
- Customer-Centric Communication Tactics - The Application & Their Impact
- Influencing & Helping In The Customers’ Decision
- How To Get Commitments
- Exercise & Application Of Techniques
- Creating Opportunities For More Business & Referrals
- How to Keep & Grow Your Customers : Selling Through Serving Value
- Techniques To Build Customer Relationship Through Service & Sales
- Making CRM Promise Come True: USE S.S.S. Checklist
- Locking In The Good Relationship ; The Customer- Centric Scan
- Exercise & Application
- Action Plan
- My Key Learning Points
- How Can I Make A Difference For The Better
- My Commitment to Keep & Grow My Customers
- Recap And Q & A Session
"People buy what products can do, NOT what they are."
Who Should Attend
This workshop is structured for those who are involved in selling functions and service role that requires direct contact with customers.
Program Duration
1 day
