A one-day workshop
In the fast-changing world of business, and especially IT, everyone in the organisation should be involved in sales.
One of the best ways is to give the customer an outstanding experience. The customer experience is the competitive battlefield of today. Sales may be won or lost here. You can either close a sale for a quick buck, or open a long-term relationship to create a high lifetime value customer.
By developing excellent communication skills, rapport and, most of all, a desire to serve and listen to the needs of the customer to the best of their ability, both sales teams and other IT professionals will create trust, nurture relationships and develop awareness of other opportunities with the customer.
- Understand the power of a positive customer experience in developing sales opportunities
- Recognise and develop a sales opportunity when it arises
- Engage with customers and develop rapport and trust
- Use verbal and non-verbal communication skills and pick up on signals
- Ask powerful questions – and listen to the answers
- Create ‘magic moments’ for the customer
- Turn a complaint into an opportunity
- Know when to ask for referrals and testimonials
- Pass on leads to the relevant people
Expert trainer
Steve is a highly experienced and popular trainer, speaker and coach. He spent many years as a customer service engineer in the data and telecoms sector, before transitioning to the commercial side of the IBM UK business as an account manager, and eventually a trainer.
Session outline
1. Introduction
- Aims and objectives
- Beliefs about sales
2. Building rapport
- First impressions
- Short cuts to rapport
- Finding common interests
3. Selling or serving?
- Managing emotions and behaviour – Transactional Analysis
- Moments of truth – creating ‘magic moments
- Speed sells – the follow-up
4. Meetings
- Planning a successful meeting
- Pre-meeting connection and assistance
- Sales meeting failure reasons
- Right v wrong mindset
5. Communication – verbal and non-verbal
- The 3 Vs – Visual, Verbal, Vocal
- Picking up on signals
- 7 power questions
- Questioning techniques
- LISTEN – 3 types of listening skills
6. Influencing
- 6 levels of influence
- Framing to change perspectives
- Turning complaints into opportunities
7. Referrals
- The power of referrals
- How and when to ask for a referral
- 5 steps from rapport to referral
8. Presentation and pitching (optional session)
- Basic presentation structure and delivery
- Creating powerful impressions
- Creating a 60-second pitch
- The elevator 10-second pitch – answering ‘What do you do?’
- Sales presentations
- Emotion v Intellect – how to engage
- Using visuals
