Sales Concepts - Service Sells - Service as a Profit Center

Service As A Profit Center

Course Description

Program:

The program is one day (9 hours) in length.

Class Size:

Minimum of 8 and maximum of 20 participants. Instructor to Student Ratio = 1 to 5

Course Objective:

Increase the ability of the attendees to meet customer expectations.

Participant Profile:

Service engineers and technicians who interact with customers during on-site service calls.

Course Structure:

Theory	3 hours
Service Call Simulation	4 hours
Personal Feedback	2 hours

Course Emphasis:

People Styles meeting customer expectations

Asking Questions identifying them and reducing their risks

Listening different types of listening marginal, evaluative and active and how to improve listening skills

Features ~ Advantages ~ Benefits from the perspective of the customer and how they impact the sale

Closing securing commitment and asking for the order

Course Synopsis:

Each service person makes a telephone call to set an appointment and two video taped service calls. The calls, designed by Sales Concepts and the attendees’ manager, exemplify real situations. During the first call, the attendees must calm an irate customer. 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 standards with clients.

Course Agenda

8:00	-	8:30	Introduction
8:30	-	9:00	Appointment Phone Call (Audio Taped)
9:00	-	11:00	Servicing the Customer by Style First On-Site Service Call (Video Taped)
11:00	-	12:00	Feedback ~ Servicing the Customer by Style
12:00	-	12:45	Lunch
12:45	-	1:45	Features ~ Advantages ~ Benefits
1:45	-	2:15	Listening
2:15	-	2:45	Closing
2:45	-	5:00	Servicing the Customer by Offering Solutions Second On-Site Service Call (Video Taped)
5:00	-	6:00	Feedback ~ Servicing the Customer by Offering Solutions
6:00	-	6:15	Presenting The *Best Service* *Call* Award

See our public course schedule for locations and dates

* Price Includes $200 Individual Training Program

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