Maximising Profits on The
Frontline:
Strategic Selling and Customer Service
Training
 The easiest way to lose customers is not to provide an inferior product or to price yourself higher than your competition; the easiest way to lose clientele is to provide poor customer service. In fact, almost 70% of customers move on to another company because of poor customer service which makes them feel undervalued.
And when those customers are gone, it will cost your company in a big way; some estimates say that in order to replace an existing customer it costs your company as much as five times what that customer would have spent in an entire year of doing business with you (because remember, they're not just taking their business, they're taking their friends' and family's business, too).
Despite the impact of e-commerce and the decrease in face-to face business transactions, customer service is rising in importance. In reality, if there is one overriding reason why consumers choose not to conduct business online, it is because they want the support of real humans in a timely and attentive manner.
Customer support is the reason more than half of online consumers will go to make their actual purchases off-line the majority of the time. But that is by no means an indication that online businesses can skate by with inferior selling strategies and customer service programs.
Both online and off, it all comes down to one thing:
superior customer service is the deciding factor
in who gets the lion's share of the business.
Online businesses have to step up customer service efforts
to overcome the pitfalls of conducting business remotely,
and off-line businesses have to maximise their number
one advantage.
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Why Customer Service Is Centre Stage
 Customer service has taken centre stage in today's business world because today consumers have more options than they've ever had before; compounding the problem, customers feel less loyalty than ever before, and are quicker to move on to the next great service provider. The ability to keep customers is paramount to success in business today.
And where does good customer service start?
 It starts with its twin, strategic selling.
Combined, the two inseparable halves of the whole make up the plan of action that is the basis for all customer interactions between your front-line staff and the outside world you are trying to draw in.
Most specifically, your good customer service program starts with the design and communication to your entire staff of your strategic selling plan which should be founded on the goal of creating a positive buying environment for your customers. The combination of a good plan and a good program of training for both customer service training and sales training is where excellence in customer service begins.
i perform does not believe, however, that it is enough to focus on one part or the other, and so we combine customer service training and sales training, and provide integrated programs that teach front-line and essential personnel how their actions and performance affects the profitability of the entire organisation.
As an integral part of customer service and sales training, we focus on understanding the motivations of upper management; experience tells us that sales representatives are more motivated and thus more successful when they feel they are working in sync with managers, and have an understanding of the forces motivating management decisions. In short, they understand why they do what they do.
All of this helps to smooth the discrepancy between the perception of management and sales staff. Research by the Miller-Heiman Company revealed that while 78% of executives see themselves as being actively involved in their sales process, only 43% of sales representatives agreed.
Companies that are able to effectively communicate
sales strategies with their staff, such as through sales
training and customer service training programs, can
brag of excellent rates of understanding between offices,
however. In a study of the Xerox Company,
highly recognised for their effective approaches to
team management, 98% of their employees could
identify company priorities with 100% accuracy.
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Sales Training and Customer Service Training
 In
light of these facts, i perform's sales training and
customer service training modules were designed with
a holistic approach to strategic selling. This
program has been designed to benefit front-line sales
staff as well as mid- and upper-management personnel
so as to create an effective, cohesive sales and support
environment.
Our focuses in sales training and customer service trainings are:
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Training the individual to understand his/her place in the organisation
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Each department's place in the organisational structure
- Business concepts that improve customer service and sales, such as
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Yield management
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Cross-selling and up-selling
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Value equations
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Customer loyalty
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Importance of communication
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Negotiation skills
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Rating successes
Through our sales training program and customer service training programs, we have helped numerous organisations bridge the gap in understanding between departments and levels of management. We have shown group members across the board how to communicate effectively, and unite under one goal: to provide the best experience for every consumer to keep them coming back to do business with you again and again.
Each sales and customer service training workshop or seminar is tailored to the focus group and the needs of its participants. Customer service trainings and sales trainings are conducted by our expert, Timothy Millett, Director of Training and Development (you are invited to learn more about Tim on our 'About Us' page). We conduct sales and service trainings both on site and off to meet the needs of your organisation.
We will be happy to discuss pricing details for these trainings with you personally; as organisation size, number of participants, location, and other variables affect pricing, it is impossible to accurately quote a fee without first overviewing your customer service and sales training needs with you.
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Free Consultation ($175 value)
Complete the form below to receive a free consultation with a senior consultant.
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