Enhanced Service Through Consultative Sales training program

Enhanced Service through Consultative Sales Training

Train your customer service team to deliver unexpected value

Make the insights gained from customer service conversations a source of value for your business and your customers

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, customer service professionals are an untapped resource for organisations seeking to use these details to deliver unexpected value.
Alt text

For Who

Service Professionals

Alt text

Format

Instructor-led

Virtual instructor-led

Digital Learning

Blended Learning

Alt text

Duration

1-Day ILT Workshop; Two 4-hour VILT Workshops; Pre and Post Digital Learning

Enhanced Service to Sales Customer Service Training Programme Overview

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

Sales Performance Platform Example: Enhance Module

The Enhanced Service through Consultative Sales Training Programme is available on our online learning platform.

The video below demonstrates an ineffective example of the skill of enhancing the service call by positioning additional solutions with coaching insights.


Enhanced Service to 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
customer service training programs

Enhanced Service Through Consultative Sales Training Programme Brochure

Empower your reps to deliver exceptional experiences that build LTV and creates opportunities to sell more into existing accounts.

Engaging with Customers

We teach service professionals best practises to effectively engage with the customer and set the tone of the conversation. We teach them how to ensure a strong opening helps them connect with the customer, defuse negative emotions (if needed), foster openness, build credibility, and set them up for success.

Solving Immediate Needs

We equip service professionals with a framework to efficiently and effectively resolve the immediate need while listening to cues and clues for additional ways to create value for the customer. We teach professionals how to solve for the root issue, and not just fix the symptoms, leaving the customer feeling like they have dealt with a real person.

Enhancing Experiences Through Additional Value

We teach service professionals how to proactively increase the quality of the customer experience, inspire loyalty, and expand business by acting on opportunities to help the customer access additional resources, products, or services that enhance customer value.

Resolving Objections

When faced with objections, most service professionals react defensively or use self-serving behaviours that undermine customer trust. We teach them how to develop a positive mindset toward objections, avoid defensiveness and self-serving behaviours that undermine trust, and equip them with a four-step, customer-focused model to resolve any objection.

Alt text

Our Impact

12%

5-12% Increase in Revenue

24%

Improvement in skill efficiency

35%

Increase in knowledge proficiency

900

Global Clients

3.5M+

Individuals Trained