Sales — The Other Side of Service ™

The more prod­ucts or ser­vices a cus­tomer buys from a com­pany, the more likely they are to stay with that com­pany. If you want to add value for your cus­tomers and build loy­alty while improv­ing sales, this is the course for you!

Sales — The Other Side of Ser­vice™ teaches your employ­ees all the skills they need to add value to their cus­tomers' per­sonal or pro­fes­sional lives while increas­ing sales for the com­pany. Employ­ees will leave train­ing with a new atti­tude toward sell­ing and the skills to be suc­cess­ful in cross-selling, up-selling, and over­com­ing resis­tance. And the best part is, your cus­tomers will feel served, not sold.

This course is pre­sented in either entirely in the class­room, or via blended learn­ing (which include on-line mod­ules and follow-up class­room sessions).

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Course Con­tent:

Unit 1: Bring­ing Value to Customers

• Under­stand­ing how com­bin­ing sales and ser­vice is the best way to serve customers
• Bring­ing value to cus­tomers through cross-selling and up-selling
• Match­ing fea­tures and ben­e­fits to cus­tomer needs

"Sales — The Other Side of Ser­vice™ launched our cus­tomer care cen­ter into a sales focused cen­ter. The results have been phe­nom­e­nal!" Sherry Heish­man, Direc­tor of Cus­tomer Care, NTELOS

Unit 2: Adding Value Through Cross-Selling

• Iden­ti­fy­ing the three types of cross-selling
• Under­stand­ing why peo­ple buy
• Lis­ten­ing for cross-selling opportunities
• Cre­at­ing oppor­tu­ni­ties for cross-selling
• Bridg­ing to the offer
• Ques­tion­ing to grab interest
• Intro­duc­ing benefits
• Gain­ing commitment

Unit 3: Adding Value Through Up-Selling

• Increas­ing the quan­tity of the customer’s order
• Upgrad­ing the prod­uct the cus­tomer ordered
• Under­stand­ing when to up-sell
• Ques­tion­ing to deter­mine cus­tomer needs
• Intro­duc­ing benefits
• Gain­ing commitment

Unit 4: Over­com­ing Resistance

• Under­stand­ing why cus­tomers resist
• Learn­ing when to over­come resistance
• Han­dling cus­tomer resistance
• Clear­ing up misunderstandings
• Deal­ing with drawbacks
• Over­com­ing stalls

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An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Impact has all the tools you need to cre­ate sus­tain­able behav­ior change.

• Sales—The Other Side of Ser­vice™ includes job aids, action plans, and four weeks of on-the-job activities—all at no addi­tional cost.
• Our com­ple­men­tary coach­ing pro­gram Mak­ing It Hap­pen™ teaches front-line super­vi­sors and man­agers how to set goals at the team and indi­vid­ual level and how to coach toward those goals.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Sales—The Other Side of Ser­vice™, employ­ees will be excited to add value for cus­tomers by offer­ing new prod­ucts and ser­vices, cus­tomers will be more engaged with your brand, sales will increase, and you'll feel proud of your con­tri­bu­tion to the suc­cess of your company.

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