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Course Name
Sales Through Service Skills

Contact Hours: 2

Course Description

Sales through Service Skills equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyze what the customer wants and needs by combining active listening and effective questioning so they can make a real difference to sales and customer loyalty.


Outcome
Once participants have completed this program, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to:
  • Follow the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal, and take the extra step.
  • Make a good first impression and understand why it’s so important. A good first impression is a combination of appearance, acknowledgement, attitude and approach.
  • Analyze what the customer wants and needs by combining active listening and effective questioning.
  • Use knowledge, judgement, focus and communications skills to match the customer’s needs and deliver outstanding service.

Assessment
Course of study offers a chance to play an online game that presents hypothetical scenarios for you to analyze. Answer correctly multiple-choice questions to complete the course. 


Outline

Lesson Plan

Module 1 Sales Through Service Skills

  • The Sales through Service Sequence
  • First Contact
Module 2 Sales Through Service Skills
  • Exploring Needs
  • Meeting Needs