Enhanced Service through Consultative Sales
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 organizations seeking to use these details to deliver unexpected value.
1-Day ILT Workshop; Two 4-hour VILT Workshops; Pre and Post Digital Learning
Enhanced Service to Sales Customer Service Training Program Overview
Richardson’s Enhanced Service through Consultative Sales program helps service professionals:
- Execute customer service that rises to the level of a competitive advantage
- Shift their mindset to view sales as a way to add additional value to the customer
- 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 program 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
- Personalize 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 Program 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 Program Business Benefits
Upon completing the program 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
- Realize 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 personalized approach
- Project confidence, credibility, and conviction in tone and words to convey interest, gain respect, and inspire trust
- Improve first call resolution rates
Key Areas of Content
Engaging with Customers
We teach service professionals best practices 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.
When faced with objections, most service professionals react defensively or use self-serving behaviors that undermine customer trust. We teach them how to develop a positive mindset toward objections, avoid defensiveness and self-serving behaviors that undermine trust, and equip them with a four-step, customer-focused model to resolve any objection.
Deep & modern sales curriculum enables you to develop your individual sellers against role-based competencies while achieving consistency across teams.
Our customization approach ensures we fully reflect your unique selling environment while leveraging best-in-class training content to ensure efficiency and relevancy.
A modern delivery approach that includes live and virtual training workshops in which participants learn and practice skills complemented with a digital, blended learning journey that reinforces, sustains, and certifies desired behaviors.
Build agile selling skills within your sales teams so that they can lead customers through a new, dynamic and digital buying journey. Agile selling skills and an outcome-focused pursuit plan are the future of selling.
Our technology provides visibility into performance so that we can measure progress and deliver real-time insights.