1 Day Essential Sales Skills - CPD Accredited

A practical 1-day Sales & Customer Service course that enhances your sales techniques, telephone skills and customer care abilities. Learn proven sales strategies, closing techniques, objection handling and professional customer service delivery. Perfect for sales professionals, customer service teams and anyone dealing with customers by telephone.

SUITABILITY - Who should attend?

This course is ideal for anyone who wants to enhance their sales and customer service skills in a telephone environment. It is suitable for:

• Sales professionals and sales executives
• Customer service representatives and advisors
• Telesales teams and call centre staff
• Account managers and business development professionals
• Reception staff who handle customer calls
• Sales support and administrative teams
• Anyone dealing with external and internal customers by telephone
• Professionals who need to arrange sales appointments
• Individuals responsible for handling customer objections and complaints
• Teams who want to create a professional image of their organisation

COURSE CONTENT

This intensive one-day Sales & Customer Service course focuses on enhancing your current sales and customer service skills and knowledge. The course links directly to your workplace and your types of customers, giving you a solid understanding of the importance of professional customer care in all aspects of your telephone duties.

The training is extremely interactive, with ample opportunity for you to take part in your own learning experience through practical exercises, group discussions and relevant role plays. This course has been designed and tailored to suit your working environment and focuses heavily on real-life interactions and skills, giving you a workable toolkit that can be used immediately after the session.

Throughout the programme, participants explore essential sales and customer service techniques that can be applied immediately to improve customer satisfaction and sales results. The day includes practical exercises and role-play scenarios, giving everyone the opportunity to practise their skills in a supportive environment.

What You Will Learn

By the end of this course, delegates will be able to:

• Utilise the telephone as an effective communication tool
• Understand the differences between "tone" and "words"
• Demonstrate excellent customer care with external and internal customers
• Deliver professional yet warm telephone calls
• Structure phone calls effectively
• Learn a structure to the steps of the sale
• Know 12 techniques for closing the sale
• Create a professional image of the organisation
• Demonstrate understanding of customer perceptions and how to meet customer requirements
• Handle objections and complaints professionally to achieve a positive outcome

What the Course Covers

Professional Telephone Skills

• Providing telephone users with skills and knowledge to use the telephone as an effective communication tool
• Understanding the importance of tone versus words
• Delivering professional yet warm telephone calls
• Structuring your phone calls for maximum impact

Excellence in Customer Care

• Codes of practice and professional standards
• Moments of truth in customer interactions
• Understanding "misery moments" and how to avoid them
• Golden service with a smile approach
• Demonstrating excellent customer care with external and internal customers

Understanding Your Customers

• Identifying your customers and their needs
• The four main customer categories
• Understanding customer perceptions and expectations
• Caring for your customers effectively
• Meeting customer requirements consistently

Effective Communication Skills

• Overcoming barriers to communication
• Active listening skills for sales professionals
• Questioning techniques to uncover customer needs
• Adapting your communication style

The Sales Process

• Improving your ability to arrange and prepare for sales appointments
• Structured steps of the sale
• Features and benefits: selling the value
• Effective selling of your product or service
• Building rapport and trust with customers

Closing the Sale

• 12 proven techniques for closing the sale
• Recognising buying signals
• Asking for the business confidently
• Creating win-win situations for both parties

Handling Objections and Complaints

• Understanding why customers object
• Professional techniques for handling objections
• Turning complaints into opportunities
• Achieving positive outcomes from difficult situations
• Learning new skills to deal with difficult situations

Negotiation Skills

• Negotiation techniques and strategies
• Creating win-win outcomes
• Delivering feedback constructively
• Reaching mutually beneficial agreements

Creating a Professional Image

• Representing your organisation professionally
• Building customer confidence
• Maintaining consistency in service delivery
• Enhancing your organisation's reputation

Delegate Packs

On completion of the course, delegates will receive a delegate pack which includes:

• Course workbooks
• Contact phone number and email address where attendees can receive follow-up consultation with the trainer when back in the workplace
• Personal action plan detailing commitments to using new skills in the workplace
• CPD Accredited Certificate
• Certificate of Attendance

Added Value

The course trainer will work with all delegates to create a practical and personal action plan that can be implemented back in the workplace, allowing you to create a workable document detailing your commitments to using these new skills.

In House / In Company

This course is available as a Public/Open Course or can be delivered in-house, saving your organisation both time and money. It can be delivered as per the standard course outline or tailored to include company- or industry-specific case studies and terminology. Alternatively, Asset Training Academy can create a fully bespoke programme to meet your specific organisational needs, delivered anywhere in the UK at no extra cost. We also offer a free consultation for all in-house programmes. Please contact us to discuss your requirements and receive a no-obligation quote.