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Basic Selling Skills from A to Z Series

Sales Skills for Customer Service Employees

Selling Basics 101

Basic Selling Skills from A to Z is loaded with twenty-six potent skills and techniques which be 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.

Here’s what your team will learn:

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.