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Fix The Customer as Well as The Equipment
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Objective |
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Increase the ability of attendees to meet their clients’ expectations and sell service contracts. |
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Course Synopsis |
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A method of meeting customer expectations is introduced and developed. In a workshop, each service person/technician learns to recognize customer buying styles and how to utilize the method. Each service person then makes an appointment telephone call and two recorded on-site service calls. The calls, designed by Sales Concepts and the attendees' service managers exemplify real situations. During the first call, the attendees must calm an irate customer or handle a difficult situation. On the second call, they evaluate customer needs, sell a service contract, and close. Feedback given to the attendee after each call provides ideas for improving his or her service contacts with clients. |
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Topics Covered |
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| Customer Buying Styles |
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Understand and meet your customer's expectations. |
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| Reducing Risks |
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Use Customer Buying Styles |
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| Reducing Conflicts |
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Reduce prospect/customer risks |
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| Handling the Irate |
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Methods to work with upset customers. |
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| Asking Questions |
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Identify customer needs |
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| Listening |
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Improve listening skills |
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| Features, Advantages, Benefits |
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From the customer's perspective. |
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| Closing |
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Securing commitment and winning the order |
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Program |
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Two days of Experiential Training. Minimum of 8 and maximum of 20 participants. Instructor to Student Ratio = 1 to 4 Participants include service engineers and technicians that come in contact with clients during on-site service calls. |
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Structure |
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| Theory |
11.50 hours
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| Interactive Workshops |
1.00 hours
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| Tailored Service Call Simulation |
4.75 hours
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| Personal Feedback |
2.50 hours
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Total Instruction:
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19.75 hours
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Course Agenda |
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| First Day |
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8:00
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9:00
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Introduction |
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9:00
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10:00
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Servicing Customers - The Right Way |
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10:00
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10:15
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Break |
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10:15
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11:15
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Customer Buying Styles |
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11:15
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12:00
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Recognize and Apply Styles in Person |
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12:00
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1:00
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Lunch |
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1:00
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1:45
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Recognize Styles via Telephone |
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1:45
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2:45
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Handle the Irate |
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2:45
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3:45
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Reduce Conflict |
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3:45
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4:45
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Reduce Customer Risk Using Customer Buying Styles |
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4:45
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5:30
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Ask Questions |
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5:30
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6:15
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Aspirations |
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| Second Day |
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8:00
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8:30
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Review of Day One |
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8:30
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9:00
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Appointment Phone Call (recorded) |
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9:00
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11:15
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Service the Customer – First Tailored On-Site Call (recorded) |
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11:15
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12:00
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Feedback– Servicing the Customer |
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12:00
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12:45
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Lunch |
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12:45
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1:45
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Features, Advantages, Benefits |
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1:45
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2:15
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Listening |
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2:15
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2:45
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Closing - How to Sell Contracts |
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2:45
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5:00
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Service the Customer by Offering Solutions– Second Tailored On-Site Call (recorded) |
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5:00
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6:00
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Feedback - Servicing the Customer by Offering Solutions |
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6:00
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6:15
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Presentation of The Best Service Call Award |
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See our public course schedule for locations and dates.
For More Information On This Or Other Courses Contact Us
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Copyright ©2010 Sales Concepts, Inc. 610 Hembree Parkway, Suite 407, Roswell, GA 30076-3817 USA
678.624.9229 | info@salesconcepts.com | 800.229.2328
Sales Training Programs | Performance Improvement
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