This course will help you:

 

• Use the consultative sales process to achieve more cross-sales
• Employ advanced rapport-building skills
• Assess the buying preferences of a customer
• Articulate the link between customer goals and needs
• Identify your customer’s needs and wants
• Use advanced questioning techniques to gather information
• Resist the temptation to tell when it would be better to ask
• Identify communication preferences
• Given various scenarios, present a product to the explicit need of a customer
• Appreciate the impact of the language used during this stage of the sale and decide what language is appropriate with a variety of customers
• Handle objections positively
• Close the sale or gain commitment to further action

Sylva is a training and development consultant specialising in sales and customer service. She spent thirteen years with Barclays Bank, initially in customer-facing roles before moving into training and becoming National Training Manager. In 2001 she launched her independent training and development consultancy and since then has worked for a range of clients such as Nutricia, Vodafone, Lloyds Bank, Jaguar Landrover, Hiscox, Barclays, Photobox, Crown Pet Foods, 888 Holdings, Surrey County Council, HSBC, Royal Bank of Scotland, Aviva, Santander, Hibernian, etc, etc.

Over recent years Sylva has specialised in designing and facilitating training programs that deliver exceptional customer service and sales results. Her experience in behavioural science and social psychology gives her a unique set of skills for helping staff develop simple yet powerful techniques to influence others and deliver exceptional sales results. She is passionate about transferring skills into the workplace and is very comfortable floor walking and coaching staff in the workplace.

Sylva’s clients have won several awards in the Call Centre Top 50 and the Contact Centre Training Awards for customer service in both the telephony and e-mail categories.