Converting Enquiries into Sales
Converting Enquiries into Sales - Course Outline
How much more successful would your business be if you could convert more enquiries into sales? Converting enquiries into sales is the link between customer service and selling in today's business environment. It is no longer sufficient for customer service staff or administrators to merely answer queries, solve problems or action customer's requests. There is now the added challenge of identifying sales opportunities as part of almost every customer interaction.
This practical converting enquiries into sales training course will examine how the traditional service role can be transformed into a generator of new business. Individual exercises, group discussionsand 'real life' practice scenarios ensure full participation together with the development of confident opportunity spotting and conversion skills, all aimed at improving your sales results.
Course Objectives
Recognise a wide range of sales, appointment and referral opportunities.
Use effective questioning and listening techniques to identify customer needs.
Use a simple but effective strategic sales model to generate customer interest.
Understand how to offer cross-sell and up-sell alternatives without appearing pushy or aggressive.
Confidently offer solutions that meet your customer's needs.
Turn opportunities into sales focused actions.
Answer objections and gain customer commitment.
Complete effective follow-up activity by phone
Course Designed For
Anyone who undertakes a customer service or administrative role and who now needs the skills to generate sales, referrals or appointments.
Course Content
How Service Roles Have Changed
Your new role and responsibilities
Understanding the link between service and selling
How to change your mind set and be comfortable in the revised role
Opportunity Spotting
Using the right questions to identify sales opportunities
Recognising when it is appropriate to cross-sell or up-sell
Tips and techniques to direct your conversations
Building a Relationship with Each Customer
Using a strategic sales model to map out each approach
Assessing each customer’s style and behaviour
Creating the confidence to deal with people at all levels
Providing Solutions and Objection Handling
How to convert opportunities into sales
Creating and communicating the right solutions
Confirming the exact nature of objections
How to overcome the most common objections
Recognising why objections are buying signals
Gaining the Commitment
When to ask for the commitment
Different ways of getting to 'yes'
Following up opportunities on the telephone
Your script and your style
Building the customer's receptivity and trust
How to secure a commitment on the telephone
Personal Development
Action planning - the essential next steps
What next?
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