In today's business environment providing customer service and selling are inextricably linked. No longer is it sufficient for customer service staff or administrators to merely answer queries, solve problems or action customers’ requests. There is now the added challenge of identifying sales opportunities as part of almost every customer interaction.

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.

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

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?

£395 + VAT per Delegate

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

Brilliant, just what I was looking for. I can't wait to get back to the office and try out these new techniques.

Account Manager - PR Company

My role involves developing clients and establishing their needs before I can sell them anything. Typically, they spend a lot of time with me enquiring about our many products and I have always wondered how I can capitalise on these enquiries. Now I know. The structured approach that this course has given me is perfect for my role and I look forward to a much higher conversion rate from now.

Key Account Executive - Software Supplier

I can recommend this course to anyone in sales. It is so good that it will be delivered to all of our sales force in the coming weeks.

Sales Manager - Financial Services