HOW E.T.H.O.S. CUSTOMER SERVICE SALES TRAINING IS DIFFERENT

OUR CUSTOMER SERVICE SALES TRAINING PROCESS

STEP 1: DEEP DIVE

Once you have decided to undertake our customer service sales training course, we will spend time with each team member to understand their perspective and the work culture. This allows us to tailor your customer service sales training. We will seek to understand their:

  • Career goals
  • Biggest challenges
  • Desired learning outcomes
Customer Service Sales Training
Customer Service Sales Training

STEP 2: CONDUCT CUSTOMER SERVICE SALES TRAINING

Based on what we learn in the deep dive stage, we will conduct your tailored customer service sales training. These can be in-person or via webinar. Here are the inclusions:

  • Worksheets & slides
  • Recordings of sessions for review & reinforcement
  • Consultations & support

STEP 3: CONDUCT SALES COACHING

Side-by-side with our customer service sales training, sales coaching ensures that your team applies what they learn. Features include:

  • Review of recorded conversations
  • Personalised feedback
  • Accountability & goal-setting
Customer Service Sales Coaching

CUSTOMER SERVICE SALES TRAINING – CORE TOPICS

HOW TO SELL ETHICALLY AND EFFECTIVELY

HOW TO SELL ETHICALLY AND EFFECTIVELY

Imagine you are the leader of an army. You are about to send your soldiers to battle. They are given state of the art weapons, armour, and training. However, there’s one problem – they don’t want to fight! As a result of disagreement with the war, they simply don’t have the will to battle. The same applies to your sales team. Underlying limiting beliefs about selling, money, and the product will inhibit their effectiveness in the field. Unless negativity is addressed, your sales team will be like the unmotivated soldiers. By attending this customer service sales training course, your team will learn how:

  • To see their work as a calling rather than just a job
  • Sales, money, and business are critical parts of a healthy society
  • Being ethical is the only way to be effective in sales
HOW TO BUILD RAPPORT RAPIDLY

HOW TO BUILD RAPPORT RAPIDLY

Did you know that people decide whether to trust sales professionals within seconds of meeting? It may sound cliché, but it is true that first impressions last! So how can your team increase the trust of prospects and lower their sales resistance? Fortunately, there are many actionable steps that increase buyer trust. For example, there are small signals like clothing. Bigger indicators include personal integrity. Your sales team can leave positive impressions from the moment they come in contact with prospective clients. By attending this workshop, your team will learn how to:

  • Earn trust and lower sales resistance
  • Quickly build an emotional connection with clients
  • Adapt to different personality types and preferences
HOW TO WIN NEW BUSINESS FEARLESSLY

HOW TO WIN NEW BUSINESS FEARLESSLY

Sales is no longer “just a numbers game.” Buyers are more cynical than ever before. As a result, the effectiveness of cold calling and email marketing has significantly decreased. This is why salespeople often say prospecting is the most difficult part of the sale. By approaching prospects with tired and outdated scripts, they turn away the attention of their audience. Thankfully, there’s a better way to make initial approaches! By attending this customer service sales training course, your team will learn how to:

  • Use a variety of tools (LinkedIn, phone, email) to cut through to decision makers
  • Earn stakeholders’ time with value-centric agendas
  • Significantly increase approach-to-meeting conversion rates
HOW TO SELL CONSULTATIVELY

HOW TO SELL CONSULTATIVELY

Treatment without diagnosis is malpractice. It’s true in the medical and sales professions. Before making a product recommendation, your sales team must ask thoughtful questions to understand their clients’ goals and issues. In addition to uncovering needs, the consultative process is an opportunity to build relationships. By practicing empathic listening, your team will build emotional connections with clients. When combined with logical reasons for buying, a solid case for purchasing becomes evident. In this session your team will learn how to:

  • Uncover prospects’ “hot buttons” to motivate buying
  • Practice active listening to earn trust and truly understand needs
  • Align buying and selling processes to increase close rates
HOW TO SELL PERSUASIVELY

HOW TO SELL PERSUASIVELY

Telling is not selling! Gone are the days of slick, fast-talking salespeople. Sales presentations of today must be logical, emotional, and credible. They must present facts in a way that people can understand, easily picture, and relate to. To sell persuasively, your team must understand how people make decisions. Doing so will allow them to tailor their presentations to different personality types. This will maximise the chance of winning the deal. In this customer service sales training course, your team will learn how to:

  • Understand the principles of ethical persuasion
  • Discover the role of credibility, emotions, and logic in selling
  • Learn how to position and demonstrate products powerfully
HOW TO HANDLE OBJECTIONS TACTFULLY

HOW TO HANDLE OBJECTIONS TACTFULLY

It is natural for prospects to have reservations before buying. Past bad purchases will create a defensive and natural scepticism. As a result, objections can cause your staff to lose sales. By redefining objections to “concerns,” your team will frame them in a positive light. They will encourage transparent communication with prospects. This will allow them to handle barriers to buying. In this session your team will learn how to:

  • Use a 3-step process for handling any objection
  • Understand the true nature of price objections
  • Prevent objections from arising
HOW TO NEGOTIATE AND CLOSE SALES CONFIDENTLY

HOW TO NEGOTIATE AND CLOSE SALES CONFIDENTLY

At the end of the sales process comes one of the most daunting aspects of the sale – closing! It is the shortest part of the sales process. Yet, many professionals freeze at this critical moment. Despite being a critical skill for sales professionals, many have never been through negotiations training. As a result, they are more likely to give discounts or concessions. Such outcomes are one-sided. This means reducing profit margins and credibility of the company. In this customer service sales training course your team will learn how to:

  • Use “trial closing” to avoid asking for the sale prematurely
  • Negotiate confidently and fairly
  • Apply pressure ethically to secure the sale

SUPPLEMENTARY CUSTOMER SERVICE SALES TRAINING TOPICS

HOW TO EARN REPEAT BUSIENSS NATURALLY

HOW TO EARN REPEAT BUSIENSS NATURALLY

Selling to existing clients is many times easier and cheaper than finding new ones. You have already established trust. As a result, you have removed many barriers to the sale. So how can your team ensure that clients are happy? How can they keep buying from you and refer others?In this sales training course your team will learn how to:

  • Discover the key principle behind excellent customer service
  • Upsell, cross-sell, and earn repeat business
  • Manage accounts in a structured and intentional way
HOW TO MANAGE EMOTIONS INTELLIGENTLY

HOW TO MANAGE EMOTIONS INTELLIGENTLY

Emotional Intelligence and Social Intelligence are far greater predictors of success than IQ alone. In addition, mental health is a big issue with sales professionals. As a result of increasing their emotional intelligence, they will be equipped to manage their states effectively.Resilience is the ability of sales professionals to bounce back from disappointments and setbacks. According to research, this factor has enormous weight in predicting the success of staff.In this session your team will:

  • Better understand the role and nature of emotions
  • Increase empathy, and therefore rapport with prospects
  • Learn how to manage emotional states, resulting in increased productivity and sales
HOW TO MANAGE TIME EFFECTIVELY

HOW TO MANAGE TIME EFFECTIVELY

Everyone is busy, but are they doing the right things? Time management is a crucial aspect of effective sales professionals. Without it, salespeople often spend much time on unnecessary activities. This ultimately results in lower revenue.In this sales training course your team will learn how to:

  • Achieve their KPIs and sales targets through forward planning
  • Distinguish between urgency and importance in tasks
  • Optimise and prioritise activities based on KPIs
HOW TO INCREASE FOCUS SCIENTIFICALLY

HOW TO INCREASE FOCUS SCIENTIFICALLY

We are living in a highly distracted workplace. In the office or at home, distractions will destroy your team’s productivity and profitability. How can sales professionals overcome these barriers to performance?In this session, we will:

  • Discover the science behind human behaviour and willpower
  • Put measures in place to prevent distractions and remain focused
  • Begin using internal, social, and environmental factors to increase self-control

ENQUIRE ABOUT CUSTOMER SERVICE SALES TRAINING

Drop us a line or request a complimentary sales consultation. We will offer insights into your biggest sales challenge, with absolutely no obligation to commit!

Melbourne Office

Ph: 1300 974 377

Waterman Business Centre

Level 2, UL401341 Dandenong Road, Chadstone 3148