Sales Skills for Customer Service Employees
Basic Selling Skills
Basic Selling Skills from A to Z℠ is loaded with twenty-six potent skills and techniques which are valuable to anyone in a customer-facing position. Topics are divided up into 26 easy-to-use chapters. It’s Sales Training 101 intended for non-sales people. Content includes Features vs Benefits, Echo Questions, Knowing Your Objective, Proper Use of Tie-downs and much more.
Basic Selling Skills from A to Z℠ Series
Here’s what your team will learn:
1 Course
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 Course
Benefits
Understanding the difference between a feature and a benefit is a crucial step on the sales process ladder.
4 Course
Discipline
In many cases, discipline can be the difference between barely getting by and being very successful.
5 Course
Echo Questions
Repeating back the last few words a customer says will provide you with an effective method to gather more details.
6 Course
Four Killer Words
This technique will help set you apart from the crowd and get your call off on the right foot.
7 Course
Go Home Ready
Highlights the proven habit of leaving your workplace prepared for immediate productivity the next morning.
8 Course
Humor
Prospects tend to buy from people they like. Humor is an excellent rapport builder and is an important tool for everyone.
9 Course
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 Course
Jerry’s Pet Peeve
Jerry was a master sales trainer. Learn why confirming negative statements should be avoided.
11 Course
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 Course
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 Course
Monogram The Call
Covers the value of appropriately using your customer’s name to help build rapport.
14 Course
Naturally Inquisitive
Asking insightful and intelligent questions helps to establish rapport and demonstrates an honest curiosity about the prospect’s needs and situation.
One-Word Answers
Details the importance of avoiding one word answers in any sales or service situation.
16 Course
Practice Being Positive
Explains the importance of always answering a customer’s question in a positive and upbeat manner.
17 Course
Qualifying
A tactful and effective technique to help learn who else is included in the buying process.
18 Course
Rejection
Rejection comes with any sales position. What does rejection mean and how can you avoid letting it get you down?
19 Course
Smile
No matter if it’s in person or on a call, a smile signals friendliness to the prospect.
20 Course
Tiedowns
Short questions at the end of a statement that ask for agreement from the prospect.
21 Course
Understanding Needs
The selling process is nearly impossible if you don’t clearly understand a prospect’s needs.
22 Course
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 Course
Weak Wimpy Words
Explores a number of common words and phrases which reduce the effectiveness of your conviction and confidence.
24 Course
X Out Credibility Busters
Explores a number of common words and phrases which reduce the effectiveness of your conviction and confidence.
25 Course
You Buy They Buy
Did you accept the prospect’s excuse? Or did they order? Someone is going to close the sale.
26 Course
Z – ?
Imagination and creativity are important factors in sales success. Thinking outside the box will help to build relationships and close more business.
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