Why do we need ‘non sales’ people to sell?
We explore the advantages/necessities of all customer facing staff being aware of up selling opportunities, and having the skills, motivation, and systems in place to maximise these.
What are the barriers?
We explore why this does not always happen, drawing out in particular any delegate worries and negativity around their perception that it’s not their role and whether they feel they don’t have the skills or confidence.
Addressing the barriers.
By working from the above feedback, we look at each identified barrier and explore ways of overcoming each one, concentrating initially on those that relate to attitude and confidence.
Skills and Competencies.
We then look at the actual skills required to show how just small changes in listening skills, approach, and customer interaction can have a dramatic and positive effect on both up-selling and customer retention.
Progressing the sale.
We will then look at the practicalities of progressing the sale or lead generation through the appropriate channels.
Team Exercise
Split into small groups, the delegates will work on practical realistic case scenarios from their own roles/customer base, look how to identify an opportunity, and then maximise it.
Feedback
Final wrap up and two way feedback, along with some objective setting and reporting mechanism to measure success.
Objective
Each delegate will understand the importance of every customer facing employee having the motivation and ability to spot an opportunity to maximise business with customers, and the skills to effectivley progress that opportunity.
Duration
1 day
Delegate Rates
Prices vary dependant on whether they are run on site, off site or as Public Courses. Please contact us for more details
