Customer care and selling skills

Our customer care courses aim to establish the impact that offering a high standard of customer care has on the achievement of sales and a business’ reputation. The course will demonstrate the importance of a positive company culture on service provision. Our course is ideal for any customer-facing team members, whose role involves dealing with customer enquiries and sales.

Learning outcomes

Our customer care courses will enable a participant to explain the relationship between internal and external customer service and how this affects your selling skills.
A participant will be able to describe the beneficial effect that a well-motivated team can have on customer care and sales.
You will learn the importance of setting high standards and quality to the achievement of sales.
The course will cover how to identify the needs of different categories of customers and how this will affect the customer care required.
As a participant, you will be able to explain and implement a series of sales techniques that will generate an increased level of sales.

Topics

Identifying customer needs

The effect company culture has on team building and motivation – Our customer care courses will cover how a positive company culture that strives for the best will directly impact an employee’s performance, providing them with the motivation to maintain a company’s reputation and status through their own roles.
Customer needs and expectations – The course will cover the most efficient way to address a customer’s enquiry in a professional and empathetic manner.
The service journey – You will explore the needs and expectations required at each point of contact with a customer or client.

Communication skills

Effective question techniques and listening skills – Our customer care courses will cover specific questioning techniques and the importance of listening to and understanding a customer’s concerns.
Body Language – The course will cover verbal and non-verbal communication and how body-language is an important component of customer service skills.
The differences between internal and external customer service – You will look at how different kinds of customer service have different effects on company sales.

Selling skills

Constraints and conflicts within an organisation – Our customer care courses will explore how to overcome company conflicts that may arise.
Standard setting and quality control – The course will look at setting a system of quality control to ensure that employees comply with professional standards in relation to customer care and sales.
Descriptive selling – A participant will learn the differences between features and benefits of descriptive selling.
Sales techniques – The course will cover different types of sales techniques, including selling extras, upselling, selling alternatives and how these can promote positive sales.

Duration: Our Customer Care courses take 1 day to complete

PRICE: CALL US TO DISCUSS