Telephone Skills & Telesales for Non-Salespeople

The Sales Office is often the customer’s first line of contact with a company; the performance of this key department can mean the difference between satisfied long-term customers and frustrated one-time buyers. This one-day course will enhance the skills of those already working in a Sales Office and help them relate to the customer more productively. The course also takes participants through a learning process designed to build confidence and enable them to move painlessly into active telemarketing.

Course Outline

• Listening skills
• Handling different types of customer
• The sales opportunity
• Understanding products and uncovering customer needs
• Presenting the product
• Closing the conversation

Customer Contact for Non-sales People

Managing the total image of the company and its employees has become an essential requirement for maintaining competitiveness. Previously the training of non-sales people was limited to the “hard” skills required to do their job but today’s environment demands that all personnel are focused on meeting the needs of the customer. Customer Contact Skills is a two-day practical course in which engineers and others who come into contact with customers can learn how to keep them happy.

Course Outline

• How customers see companies
• Communication skills; listening; understanding the customer’s situation; proposing an action plan
• Working with your product at the customer site; explaining; demonstrating; discussing; reassuring
• Handling difficult customers and situations
• Recognising sales opportunities; getting useful information