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Enhanced Service through Consultative Sales Training Programme

Deliver Unexpected Value From Your Customer Service Team

Service professionals have unmatched insight into customers. Information learned on a service call reveals details about the customer’s concerns, needs, and interests. The customer’s tone, inflection, and word choice give the service professional a deep level of detail not seen elsewhere. Therefore, service professionals are an untapped resource for organizations seeking to use these details to deliver unexpected value.

The Enhanced Service through Consultative Sales Training Programme

Richardson’s Enhanced Service through Consultative Sales programme helps service professionals:

    1. Execute customer service that rises to the level of a competitive advantage
    2. Shift their mindset to view sales as a way to add additional value to the customer
    3. Position additional services and products as part of the solution

Customer service professionals must become comfortable with proactively positioning solutions. However, selling is not a familiar routine to customer service professionals. Therefore, they must be trained to change their thinking around how they approach the service call. The customer service training programme shows why making this mindset change means engaging in active listening that focuses on the cues and clues revealing where additional solutions are appropriate.

To achieve these three objectives, participants will learn to:

  • Develop self-awareness
  • Personalise the customer service experience
  • Spark the customer’s interest in an expanded solution, and more

Building this skill set allows sales and service leaders to access the untapped potential of customer success teams.

Service professionals are in a unique position to boost a customer’s loyalty and trust by delivering unexpected value through additional products and services. In the video below, we reveal five guiding principles to enhance the service experience through a consultative sales approach.

To learn more about how cultivating a consultative approach will help your customer service team deliver value, download the white paper: Enhanced Service Through Consultative Sales

Enhanced Service through Consultative Sales Training Programme Learning Objectives

Upon completing the customer service training programme your team will:

    • Develop knowledge and skills that will help to create a consistent, world-class customer experience that:
      • Ensures high customer satisfaction and inspires confidence and loyalty
      • Aids the customer in accessing the full value of your products, services, and resources
      • Increases retention and builds profitable relationships
    • Provide a consistent framework and skills that deliver a common language, process, and mindset for delivering an exceptional customer experience
    • Use real-life scenarios to develop the confidence and skills to engage the customer in a dialogue that delivers unexpected value
      • Read and adapt to the customer’s emotional tone
      • Resolve your customer’s service needs
      • Proactively initiate dialogues to uncover broader needs and make recommendations to enhance value
      • Increase their self-awareness of their own emotional tendencies and how they impact the customer experience
      • Use strategies to self-manage negative tendencies and gain customer cooperation needed to foster a positive customer experience
      • Transform a conversation with a challenging customer into a positive experience
    • Develop feedback and peer and self-coaching skills to ensure ongoing development

Enhanced Service through Consultative Sales Training Programme Business Benefits

Upon completing the programme your customer service team will experience the following business benefits:

    • Consistent execution of a structured method for transitioning from serving the immediate need to understanding broader needs
    • Realise greater economic value from the customer service call by positioning additional products and services that serve the customer’s complete needs
    • Boost customer loyalty and retention with service that relates to the customer with an authentic and personalised approach
    • Project confidence, credibility, and conviction in tone and words to convey interest, gain respect, and inspire trust
    • Improve first call resolution rates

Programme Delivery

Programme content is highly customised to any level, from new to experienced customer success, customer service, or service and call center representatives and their managers.

The Enhanced Service thorough Consultative Sales training programme is available in the following modalities:

  • Blended learning solution that incorporates both a facilitator-led workshop (one-day) and the Richardson Accelerate™ digital learning platform for pre-workshop learning and postworkshop sustainment
  • Richardson Accelerate™ digital learning platform only
  • Facilitator-led workshop only (one-day)

Want More Info?

Complete the form and a team member will be in touch within 24 hours. If you need immediate assistance call us at 800-526-1650.