Format: Live instructor-led online training via Zoom / Microsoft Teams

Course Overview

Sales and customer service are integral components of any successful business. The Sales and Customer Service Course aims to provide participants with the knowledge and skills necessary to excel in these critical areas. It covers key concepts, strategies, and techniques for effectively selling products or services and delivering exceptional customer service.

The course begins by exploring the fundamentals of sales. Participants will learn about the sales process, including prospecting, needs assessment, presenting solutions, overcoming objections, and closing the sale. They will gain insights into different sales techniques, such as consultative selling, relationship building, and effective communication. Participants will also understand the importance of building long-term customer relationships and maintaining customer loyalty.

Next, the course delves into the realm of customer service. Participants will learn how to deliver outstanding service and exceed customer expectations. They will explore effective communication skills, active listening techniques, and strategies for handling difficult customers or challenging situations. Participants will also understand the role of empathy, problem-solving, and conflict resolution in providing excellent customer service.

Furthermore, the course covers strategies for building and managing customer relationships. Participants will learn about customer relationship management (CRM) systems, customer segmentation, and personalized approaches to customer service. They will explore techniques for upselling and cross-selling, as well as strategies for customer retention and repeat business. Participants will also gain insights into the role of technology in enhancing sales and customer service, such as leveraging social media and online platforms.

The course also addresses the importance of continuous improvement in sales and customer service. Participants will learn how to gather customer feedback, measure customer satisfaction, and identify areas for improvement. They will explore strategies for enhancing the customer experience, fostering a customer-centric culture, and adapting to changing customer needs and preferences.

Throughout the course, participants will engage in practical exercises, role-plays, and case studies to apply the concepts and techniques learned. They will have the opportunity to practice sales and customer service skills in a simulated environment and receive feedback for improvement.

By the end of the course, participants will have a comprehensive understanding of sales and customer service principles and techniques. They will be equipped with the skills necessary to effectively sell products or services, deliver exceptional customer service, and build long-term customer relationships. Whether in sales, customer support, or entrepreneurship, participants will be well-prepared to contribute to the success of their organizations and meet the needs and expectations of their customers.

Course Objectives

Upon completing this Sales and Customer Service Training Program successfully, participants will be able to:

·        Know the importance of customer service

·        Deliver good customer service and make it a revenue generator

·        Deal with the complaints and find resolutions

·        Create happy customers and retain them

·        Make it easy to cross-sell and up-sell

·        Identify buyer motives and close more sales

·        Do compelling selling presentations

·        Create a win-win approach with the customer

·        Produce respect and genuine interest for the customer

·        Create a solution-based pitch and understand the customer requirements

Who Should Attend?

This Sales and Customer Service Training Program would be suitable for anyone interested in retaining the customers for a lifetime. The sales professional who interacts with the customer not only sells but also gives the right service. Create customer loyalty and wants to cause their business to be known for excellent service.

If you are interacting with a customer or managing a team, these proficiencies are a must in today’s times. If you’re an employee or a business owner, this course is for you. Because this program is designed for building a relationship with the customer, building your credibility and gaining their trust.

Course Outline

MODULE 1:  Customer Service Values

·        Understand the right requirement of the customers

·        Adapt the attitude of customer service

·        Develop patience, attentiveness, and a goal-oriented focus

·        Learn the Top 16 customer service values and excel in customer engagement

MODULE 2:  Is it Customer service vs sales or Customer Service & Sales

·        Create a positive customer experience

·        Do not sell to the customer. Make them buy from you

·        Create a need and provide a benefit

·        Integrate sales and customer service to provide a positive experience

MODULE 3:  Putting Customer First

·        Enhance the success factors for customer centricity

·        Build on Customer Relationships

·        Coping with customers conflict online

·        Using Practical Ethics to Develop and Improve Customer Service on the Frontline

·        Avoid Undervaluing your customers

·        Create a competitive advantage

MODULE 4:  Art of Persuasion

·        Personalize to match the customer’s requirements

·        Create a story to make the customer want the product/service

·        Communicate the message effectively

·        Use Repetition to your advantage

MODULE 5:  Outstanding Service

·        Use principles to maintain professionalism and intensify customer relationships

·        Leverage five approaches to engage and involve customers and build loyalty

·        Follow a steady and consistent process to efficiently resolve customer complaints

·        Retain current and attract new customers by entreating and requesting referrals

·        Apply the rules for disagreeing agreeably

·        Use a formula for contributing ideas and disagreeing in an agreeable way

MODULE 6:  Identify Buyer Motives to Close More Sales

·        Evaluate and assess buyer perspectives to move the sale forward

·        Engage and involve the prospect’s emotions in the buying process

·        Influence and leverage best practices for advancing the sale, gaining commitment, and closing

·        Identify opportunities for cross-selling and upselling

·        Find ways and means to ask for the sale with confidence

MODULE 7:  iCare for Sales Excellence

·        Create an icare Framework for sales excellence

·        Converting Challenges to Opportunities

·        Build on Trust and Credibility

General Notes

·         All our courses can be Tailor-made to participants' needs

·         The participant must be conversant in English

·         Presentations are well-guided, practical exercises, web-based tutorials, and group work. Our facilitators are experts with more than 10 years of experience.

·         Upon completion of training the participant will be issued with a Foscore development center certificate (FDC-K)

·         Training will be done at the Foscore development center (FDC-K) centers. We also offer inhouse and online training on the client schedule

·         Course duration is flexible and the contents can be modified to fit any number of days.

·         The course fee for onsite training includes facilitation training materials, 2 coffee breaks, a buffet lunch, and a Certificate of successful completion of Training. Participants will be responsible for their own travel expenses and arrangements, airport transfers, visa application dinners, health/accident insurance, and other personal expenses.

·         Accommodation, pickup, freight booking, and Visa processing arrangement, are done on request, at discounted prices.

·         Tablet and Laptops are provided to participants on request as an add-on cost to the training fee.

·         One-year free Consultation and Coaching provided after the course.

·         Register as a group of more than two and enjoy a discount of (10% to 50%)

·         Payment should be done before commence of the training or as agreed by the parties, to the FOSCORE DEVELOPMENT CENTER account, so as to enable us to prepare better for you.

·         For any inquiries reach us at training@fdc-k.org or +254712260031

·         Website:www.fdc-k.org