Increase the ability of attendees to meet client expectations and sell service contracts.
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 is given to the attendee after each call, providing ideas for improving client service contacts.
Customer Buying Styles
Understand and meet your customer’s expectations.
Understand how decisions are made from a customer's perspective and how the customer perceives risks.
Understand and negotiate solutions that meet the customer's needs based on what your company can profitably provide.
Working With Irate Customers
Proven methods are examined that help you work with upset customers.
Identify and understand customer needs.
Improve your listening skills. We all need help in this area.