Sales Support

Pre- and post-sales customer contact skills

1 Day - On Request

Your customers are most strongly influenced by the people they meet from your company. As such, your company's image is in the hands of anybody from your company who has customer contact. This course will show your non-sales personnel their role in building business. Delegates will learn how their behaviour can affect your relationship with a particular customer, how to spot danger signals in the account that should be reported back and how to recognise a sales opportunity. Armed with this information they will be better able to make a positive contribution to the salesdrive and the success of the organisation.

“Fabulous!”

No other sales support course gives you more…

 

Programme Contents

• Your Role in the Company
• - If you have customer contact...
• - Thepeople first approach
• Your Effect on Company Image
• - The effect of company imge on overall performance
• - Your effect on customer perceptions
• - Creating the right impression
• - Business etiquette
• Danger Signs Requiring Action
• - Company in trouble
• - Competitors active
• - We are not in favour
• Identifying Sales Opportunities
• - Recognising customer needs
• - Making a positive contribution to the sales effort
• Customer Contact Skills
• - The importance of two-way communication
• - Gathering information
• - Listening skills
• - Body language
• Relationship Skills
• - Working with the sales force
• - Building rapportwith prospects and customers
• - Turning complaints into opportunities
• Action Planning

 

You will get from this course:

• 1. Knowledge of the marketing and sales processes by which customers are won and kept
• 2. The ability to identify the tell tale signs that should be actioned or reported back to your Company
• 3. Communication and relationship building skills to enhance your value
• 4. Tips and positive actions you can implement in your job to support the sales effort
• 5. A Course Certificate
• 6. A CD of up to date self-development and reference materials to reinforce your learning
• 7. On going support via e-train, Spearhead’s scheduled e-communications of additional tips and advice to sustain your motivation and support your personal development when you are back at work
• 8. Access to the Spearhead telephone Help-line so you can get individual post-course support from your tutor when you want it

Description of the course:

The course starts by identifying how each delegate, irrespective of their job title, has a critical role in supporting the sales effort of their organisation and what this role is. The effects of peoples’ actions and behaviours, both positive and negative, on company image are explored and clear guidelines on creating a good impression are given.
The danger signs that should be reported back to the sales team are identified so that delegates understand what to look out for when interacting with a client and what to do when they do spot them.

Similarly, the clues that indicate additional sales opportunities are discussed together with the actions delegates can take that result in a positive sales contribution.

The key customer contact skills of listening, questioning and building relationships are reviewed and practiced.

Throughout the course delegates are given individual guidance and coaching and are encouraged to identify positive actions that they can implement in their jobs to support the sales effort.

Delegates will leave the course with a host of ideas that they can use to provide effective sales support.
We have selected tutors for this course that are experienced in providing sales support. They can therefore related to the delegates and they are familiar with the many challenges that they face.

This course is a sensible investment for any company that has sales support staff and wants to ensure that customers are supported to their satisfaction. Customers often judge the success of a supplier by how they are supported on a day to day basis. This brings into sharp focus the importance of sales support staff.

Delegate are also provided with course material containing details covered on the day that they can refer to when they return to work. The material comes in the form of a hard copy of the visual slides used along with a CD containing more detailed information.

Delegates also have access to our post course help that is staffed by tutors. This provides delegates with a useful support service to help them when they return to work to help them implement the learning points gain from the course.