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Sales
and Service Development |
| "I
can't separate sales techniques from service techniques. If you
sell, you service. If you are in a service job, you are
selling. Each of us must recognize that within our jobs we are
continuously selling and servicing the company who supports us." Kay
Fett |
|
Impact
Sales:
|
- Trends
in Today's Selling Environment
- Fundamental
Interactive Sales Skills
- Balancing
Relationship and Results
- Exploration
of Customer Needs through Effective Questioning, Listening
and Assessment
- Opening
and Concluding the Call/Visit
- Product
Presentation Techniques
- Skill
Practice Activities
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Impact
Service:
This
program is best when customized for a specific work group, such as, receptionists,
customer service representatives, retail sales staff, marketing
departments, administrative assistants |
- Pre-class survey of
existing service level
- The IMPACT Model of
Customer Service Expectations
- Fundamental Interactive
Service Skills
- The Interactive Process
- from Greeting to Thanking the Customer
- Handling Difficult
People
- Skill Practice
Activities
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Negotiation
Skills:
This class
is important for any person in the workforce: from support staff to
executives, assembly line to delivery staff. Class content is
designed accordingly. |
- Recognizing Daily
Negotiable Situations
- Personal Assessment of
Conflict and Disagreement
- Balancing Results and
Relationship
- Creating Win/Win
Behaviors
- Six Step Process in
Negotiating
- Strategies and Tactics
in Negotiating
- Skill Practice Activities
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| Selling
Your Self and Your Ideas: |
- Everyone Needs to Sell
- Persuasion
- Selling Your Self with
Positive Personal Style
- Attitude and Confidence
- Physical Appearance
- Non-verbal and Verbal
- Selling Your Self with
Positive Sales Techniques
- Encouraging,
Questioning and Listening with Others
- Presenting Information
- Commitment through Your
Follow-up
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| Business
Etiquette: |
- Proper Greetings,
Introductions, and Handshakes
- Dining and Table
Etiquette
- Business Travel and
Entertainment
- Gratuities and Tipping
- Wardrobe, Accessories
and Grooming
- Office Correspondence,
Telephone, E-mail
- International Do's and
Don'ts, optional
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|
| Face-to-Face
Selling Skills: |
| Certified to teach The
Forum Corporation's Face-to-Face Selling Skills three day training
class. This sales class is the only one Kay promotes due to
the outstanding content within its program. Yet she is certified
to teach four other training companies' sales programs. |
| Other
Topics: |
- Relationship Selling
- Customer Service for
Non-service Staffs
- Non-verbal Sales
Techniques
- Developing Trusting
Relationships
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