Service to Sales Skills
Customer service is about solving customer problems, and so is sales. When a customer contacts customer service about a problem they're experiencing or a question they have, they are often also presenting an opportunity. That opportunity is to cross-sell or up-sell new services or products. Service to Sales Skills teaches a model for opening a call in a rapport building manner, diagnosing the problem, resolving the issue, and closing the call. The course also teaches the critical listening and questioning skills that can be used to resolve issues and determine where something more, or something else, could be part of serving that customer.
LEARNING GOALS
In Service to Sales Skills, service professionals learn to:
- apply a service model that provides consistency to each customer interaction
- listen to diagnosis customer problems and hear opportunities to cross-sell or up-sell
- determine a customer's underlying needs so the right issues are addressed the first time
- get buy-in to service solutions that meet the needs of the customer and your business
- gain confidence in recommending additional products or services to customers
- handle common questions and objections in a way that maintains a positive relationship with the customer