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Sales & Customer Service – What and Why
One of the most important differentiators in organisations today can be the quality of sales and customer service offered by the employees. Based on the culture research AC has conducted, many organisations reveal a lack of quality service as perceived by their staff. These same staff have indicated the need and desire for training.Whether your customers are retail, business to business or wholesale, the essential ingredients of great service remain the same:
- Customer service focus
- Professional selling and communication skills
- Team work
Achievement Concepts' T.H.A.N.K.Y.O.U® Sales and Customer Service Training
Model is a step-by-step approach to developing world's best performance in
sales and customer service. The training model is down-to-earth, hands-on
and practical. It provides very specific tools that enable you to monitor
performance. Most importantly, these tools empower individuals to monitor
themselves in an encouraging, positive way.
The T.H.A.N.K.Y.O.U® model can be targeted to three sales areas:
Retail - (Customer comes to retail store)
Wholesale - (Company representative goes to regular client list)
Direct - (Business to business open market)
You can learn about the T.H.A.N.K.Y.O.U® model in Stephen Klemich's book
...RETAIL REVIVAL.
Retail Revival
"RETAIL REVIVAL - How to achieve HIGH PERFORMANCE in SALES and customer
service", by Stephen Klemich is based on the T.H.A.N.K.Y.O.U. ® model.
It is a practical down-to-earth book on selling for the retail market. It
is not a book of “tricks” to con the customer. It is a “how-to”
guide that will improve your interaction with people generally, and most of
all your customers, and thus sales and profits. If you are professionally
interacting with customers to meet their needs, sales, repeat business and
referrals will naturally follow. Retail Revival shows you how to boost teamwork,
sales and repeat business.
AC's Sales and Customer Service programme is based on the acronym T.H.A.N.K.
Y.O.U®.
T EAMWORK
H ELPING THE CUSTOMER
A DAPTING TO THE CUSTOMER'S BUYING STYLE
N INE STEPS OF PROFESSIONAL SELLING
K NOWLEDGE OF PROCEDURES
Y ES TO CUSTOMER COMPLAINTS
O NGOING SERVICE
U MAKE THE DIFFERENCE
TEAMWORK
The team culture is recognised as the most successful for productivity, personal
achievement and customer service. In our discussions, we look at the characteristics
of a team aiming for excellence and how to develop our own teams.
HELPING THE CUSTOMER
First, we look at the basics of customer service in terms of our approach,
attitude and conduct. We then go on to discuss how we can offer more to our
customers, define what real customer service is and brainstorm ideas to enhance
the current service provided.
ADAPTING TO THE CUSTOMER'S BUYING STYLE
Every customer who contacts your office is an individual. Participants learn
to recognise behaviour styles and how to adapt their sales and service approach
to match the style of the customer.
NINE STEPS OF PROFESSIONAL SELLING
- Step 1 - Acknowledge the Customer
- Step 2 - Greet the Customer
- Step 3 - Serving the Customer
- Step 4, 5 & 6 - Three Categories of Questions
- Step 7 - Demonstrating the Product
- Step 8 - Overcoming Objections
- Step 9 - Completing the Sale
No matter how good the intentions and skills in sales and customer service, the systems and procedures must be in place to support your sales people and your customers. We discuss current methods and brainstorm improvements.
YES TO CUSTOMER COMPLAINTS
If we handle customer complaints quickly and effectively, we will have more
loyal customers. Effective methods to handle complaints are learnt, and why
we should view them as welcome feedback.
ONGOING SERVICE
How we can provide quality service after the sale, and continue to develop
strong lasting relationships with our customers.
U MAKE THE DIFFERENCE
You can have the same product, the same price, and the same delivery, but
it is YOU who makes the difference. This session looks at the importance of
personal motivation, self esteem and goal setting, and encourages participants
to start implementing their new knowledge.
Sales & Customer Service – How We Deliver
OUTSOURCE TO AC FACILITATORS TO CONDUCT THE TRAINING PROGRAMMEAC conduct a Needs Analysis and Climate Survey
AC conduct Mystery Shopping
AC implement T.H.A.N.K.Y.O.U.® and train your people
AC coach your people on the shop floor
IN-HOUSE ACCREDITATION and LICENCE - USING THE GENERIC LEADERS GUIDE
AC conduct a Needs Analysis and Climate Survey
AC conduct Mystery Shopping
AC accredit and License your company to implement a generic version of T.H.A.N.K.Y.O.U.®
IN-HOUSE ACCREDITATION AND LICENCE - CUSTOMISED LEADERS GUIDE
AC conduct a Needs Analysis and Climate Survey
AC conduct Mystery Shopping
AC accredit and License your company to implement a customised version of T.H.A.N.K.Y.O.U.®
WHY SHOULD I BECOME ACCREDITED?
Whilst AC would be very pleased to deliver T.H.A.N.K.Y.O.U.® training to your organisation there are several reasons why we believe it to be more powerful for you to do it yourself. They are:
- You are able to flexibly plan where, how and who will be trained in a particular module at any particular point in time
- You will be able to tailor your programmes to your specific needs with limited time and investment required
- The training modules can be run out as frequently as you wish, which means revision and reinforced learning is a viable option at a limited time and dollar investment compared to potentially large return
- Reinforced learning will mean a stronger probability of inspiring champions to master the art of selling
- Your employees will recognise that you are making a long term investment in the organisation and their future achievement and prosperity. Thus they will be even more committed to success and high performance effort
- It's more economical
- AC is free to focus on providing its Accredited Users with consistent quality in phone and face-to-face support and coaching
To
obtain a copy of Retail Revival please download this form and