Maximising Profits on The Frontline:

Strategic Selling and Customer Service Training

The easiest way to lose customers is not with an inferior product or a higher price than your competition; the easiest way to lose clientele is to provide poor customer service. In fact, almost 70% of customers move to another company because of poor customer service that makes them feel undervalued.

When those customers are gone, it will cost your company greatly; some estimates say to replace an existing customer costs you up to five times what your customer could have spent in an entire year of doing business with you . 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 , customer service is rising in importance. There is one overriding reason why consumers choose not to conduct business online: they want the support of real people in a timely and attentive manner.

Customer support is the reason more than half of online consumers will eventually make their purchases in person. However that is not an indication that online businesses can survive with inferior selling strategies and inferior customer service programs.

Both online and personally, there is one rule: superior customer service is the main factor in deciding which companies gain the majority of the business. Online businesses need to step up customer service efforts to overcome the pitfalls of conducting business remotely, and off-line businesses need to maximise their greatest advantage.

Why Customer Service Is Centre Stage

Customer service has taken centre stage in today's business world because consumers now have more options than they've ever had before. More than ever, customers feel less loyalty , 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.

Strategic selling combined with good customer service create a plan of action that is the basis for all customer interactions between your front-line staff and the customers you want to attract.

Your strategic selling plan starts with its design: a good customer service program which creates a positive buying environment for your customers. This then needs to be effectively communicated to, and embraced by, your entire staff. An effective training program for service and strategic selling is where excellence in customer service begins.

i perform does not believe it is efevtive to focus on only sales OR service. We integrate customer service training and strategic sales training, to create programs for your essential personnel so they may learn how their actions and performance affect the profitability of your organisation.

As a vital part of customer service and sales training, i perform focuses on the motivations of upper management. Experience proves that sales representatives are more motivated and successful when they feel they are in partnership with their managers, and understand the process of management decisions.

This equalises the perceptions of executive management and sales representatives. Research by the Miller-Heiman Company revealed that 78% of executives belive they are actively involved in the sales processes, only 43% of sales representatives agree.

A company that successfully establishes and communicates their strategies through effective training programs, gain an excellent level of understanding between their personnel at all levels. In a study of the Xerox Company, highly recognised for their effectiveness in team management, 98% of Xerox employees could identify company priorities with 100% accuracy.

Through our Sales Training programs and Customer Service Training programs, i perform has 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: providing the best experience for every customer to keep them returning to do business with you.

Sales Training and Customer Service Training

i perform's Sales Training and Customer Service Training modules are designed with a holistic approach to strategic selling. The program has been designed to benefit front-line sales staff as well as middle- and upper- level management personnel so as to create an effective, cohesive sales and support environment.

Our focuses in sales training and customer service trainings are:

• Training the individual to understand his/her place in the organisation
• Each department's place in the organisational structure
• Business concepts that improve customer service and sales, such as
  • Yield management
  • Cross-selling, switch selling, suggestive selling, on selling and up-selling
  • Value equations
  • Customer loyalty
• Importance of communication
• Negotiation skills
• Rating successes
  • Service measurements

Customer Service Training and Sales Training programs are conducted by our experienced trainers. You are invited to learn more about i perform’s Director of Training and Development, Timothy Millett, and his team on our 'About Us' page.

i perform can conduct training either onsite or offsite and each Sales and Customer Service Training workshop or seminar is tailored to the needs of your company and your personnel.

We are happy to discuss programs and pricing details with you personally to ensure you receive a personalised and individual program.

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