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Basic Selling Skills from A to Z Series

Skills and Techniques for Customer Service Team Members

Entry-level Sales Skills for Customer-facing Team Members

This basic sales training program is loaded with twenty-six powerful skills and techniques which will be of immediate help to everyone in a customer service position. Topics are divided up into 26 easy-to-use chapters, with each being one to two minutes each. Content includes Features vs Benefits, Echo Questions, Knowing Your Objective, Proper Use of Tie-downs and much more.

This 34 minute course includes 26 segments, each loaded with tactics to help service staff improve their sales acumen. Graphics reinforce the key points.

Heres what the 26 Modules Cover:

1
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Ask For Time To Talk

This technique will help set you apart from the crowd and get your call off on the right foot.

2
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Benefits

Understanding the difference between a feature and a benefit is a crucial step on the sales process ladder.

3
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Closing

Exactly what is a closing question and why it is so important?

4
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Discipline

In many cases, discipline can be the difference between barely getting by and being very successful.

5
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Echo Questions

Jerry was a master sales trainer. Learn why confirming negative statements should be avoided.

6
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Four Killer Words

This technique will help set you apart from the crowd and get your call off on the right foot.

7
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Go Home Ready

Highlights the proven habit of leaving your workplace prepared for immediate productivity the next morning.

8
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Humor

Prospects tend to buy from people they like. Humor is an excellent rapport builder and is an important tool for everyone.

9
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Irritates

Overusing the word “I” is a common faux pas. Focus on what your prospect needs and wants. Discuss the topic they find most important: Them!

10
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Jerry's Pet Peeve

Jerry was a master sales trainer. Learn why confirming negative statements should be avoided.

11
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Know Your Objective

Your objective is defined as “knowing what you plan to achieve if this call is successful.” Objectives are a cornerstone of selling.

12
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Let's

A simple word that signifies that you and your customer are on the same side of the table and ready to cooperate.

13
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Monogram The Call

Covers the value of appropriately using your customer’s name to help build rapport.

14
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Naturally Inquisitive

Asking insightful and intelligent questions helps to establish rapport and demonstrates an honest curiosity about the prospects needs and situation.

15
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One-Word Answers

Details the importance of avoiding one word answers in any sales or service situation.

16
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Practice Being Positive

Explains the importance of always answering a customer’s question in a positive and upbeat manner.

17
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Qualifying

A tactful and effective technique to help learn who else is included in the buying process.

18
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Rejection

Rejection comes with any sales position. What does rejection mean and how can you avoid letting it get you down?

19
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Smile

No matter if it’s in person or on a call, a smile signals friendliness to the prospect.

20
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Tiedowns

Short questions at the end of a statement that ask for agreement from the prospect.

21
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Understanding Needs

The selling process is nearly impossible if you don’t clearly understand a prospect’s needs.

22
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Varying Responses

It’s common to use the same response over and over again, without realizing it. It’s also an annoying and amateur mistake.

23
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Weak Wimpy Words

Explores a number of common words and phrases which reduce the effectiveness of your conviction and confidence.

24
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X Out Credibility Busters

Explores a number of common words and phrases which reduce the effectiveness of your conviction and confidence.

25
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You Buy They Buy

Did you accept the prospect’s excuse? Or did they order? Someone is going to close the sale.

26
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Z - ?

Imagination and creativity are important factors in sales success. Thinking outside the box will help to build relationships and close more business.