Sales staff contribute to and support the realization of sales objectives in the company. Therefore, it is critical that they know how to communicate effectively with the sales force, customers and the remaining areas of the company. This course provides the skills necessary for the role and a framework on back office sales activities, including: commercial sensitivity, time management, customer orientation
- Develop collaboration with the sales force to create a consistent and attuned approach to customer management
- Improve one's proactivity in business relationship
- Acquire tools to manage the internal customer relationship
- Develop an effective method to handle customer requests and anticipate possible problems
- Apply some tools to improve work organization and time management
- To develop one's sensitivity in recognizing the emotions evoked by more complex relationships and to acquire a method for handling them while maintaining assertive "customer-oriented" behavior
- Commercial assistants
- Customer service employees
- Sales administration clerks
- Internal salespeople
- Commercial management staff
The key role of sales and marketing service employees
- The value of customer loyalty through customer service (pre, during and after sales)
- How to manage the complexity associated with the multiplicity of activities to be performed and the goals to be achieved
The relationship with the customer
Establish positive contact with customers
- How to act proactively and assertively by using listening to provide timely advice to the client
- Approach critical situations by directing reasoning and actions to meet customer needs
- Develop a positive image of yourself and your company
Effectively handle difficult telephone situations
- Welcoming the customer with kindness and helpfulness, showing active concern for his or her needs
- Enhance actionable steps to ensure customer adherence of solutions to agreements made
- Turning sensitive situations into opportunities to strengthen customer relationships and build customer loyalty
Managing time to serve internal and external customers
- Prioritizing requests and organizing one's work within established goals and time frames
- Managing stress related to the perception of not having the situation under control
- Know how to ask for information and negotiate possible delivery delays
- Intervene and manage critical situations
Customer communication channels: letters, circulars, emails
- Content, form, and style in writing a letter/email to the client
Exercises
- Exercise on written, verbal and nonverbal communication
- Practice on questioning techniques and listening technique
- Simulation of outbound, inbound phone calls, complaint handling
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