Description

Recognize needs and purchasing signals and get maximum return from your customer contact

Sales professionals in the field cannot do without a supportive, signaling office staff with a nose for commerce. Do you want to discover how you can convert customer needs into greater returns for your organization in your supporting role? During this three-day training you will learn to think commercially and ask the right questions to determine actual customer needs. You will discover how to use new opportunities easily and proactively, for example by providing proper follow-up to quotations and feeding your field service colleague with the right information. Together you are an unbeatable team.

The training to build a well-oiled office service that speaks the customer's language and thus makes a maximum contribution to the organization.    

Desired result

As an Internal Service Employee you want:

• Provide maximum support to your sales colleagues in the field!
• Think commercially and help the customer at the same time!
• Make a better problem analysis of the customer!
• An effective method to better counter customer objections!
• Tools to follow up on quotes and agreements made by your field service colleagues in a customer-friendly manner!
• Tips to boost your organization's sales results by getting more return from your daily customer contact!

This training, based on decades of sales expertise and proven insights into (behavioral) psychology, will guarantee you and your organization satisfied customers and follow-up orders for higher business returns.

Learning objectives and topics

The following topics are covered during the training:

• Needs and problem analysis
  Do you know what moves your customer and how to gain their trust?

• Conversational techniques
  Do you maintain balance and initiative in a (telephone) conversation?

• Complaints handling
  How do you respond to accusations, claims and complaints on the telephone?
• Business presentation
  How do you respond to purchasing signals and get more return from your customer contact?

Personal support
After completing the training, the trainer is available for online personal support. For example, to briefly discuss practical situations by telephone or email. So nice!

Length of time
This training consists of 3 training days. These are divided into 3 sessions:
2 consecutive days and 1 follow-up day after approximately 6-8 weeks. This leaves room for repetition and deepening based on practical situations.

Attendees
Minimum 4, maximum 8 participants.

Certificate
Upon successful completion of the training, the participant will receive proof of participation in the form of a certificate.