There
are currently no marketing training classes scheduled. |
Session Description:
Customer Service Representatives working in Independent
Telcos across the country have watched their responsibilities
change from answering customer’s billing questions
and taking service order information to being asked,
in some cases required, to sell and up sell products
and services. Selling doesn’t come naturally
for all people – it’s a skill that must be
developed.
In this session we discuss how customer service, sales
and marketing positions are related. We address
how different types of customer groups have different,
yet similar, needs. We’ll discuss the Consultative
Selling process of uncovering and satisfying needs of
your customers. We discuss how consultative selling
uses some of the techniques of market segmentation to
help you direct groups of customers with similar needs
to specific products and services. We’ll
review the process of consultative selling and examine
sample sales conversations to understand how the process
fits into regular customer conversation.
Consultative Selling advances the customer service
representative to a role of consultant - a highly skilled
professional who is adept at uncovering customer needs,
recognizes opportunities for providing improved service,
and making informed recommendations.
Session Objectives:
Define Characteristics of Good Customer Service, Marketing
and Sales
Understand Importance of Differentiation in Competition
Understand How Marketing, Customer Service and Sales
Contribute to Company Success
Basic Steps to Effective Sales
Define Consultative Selling Process
Demonstrate Good Questioning Techniques
Provide Appropriate Recommendations
Demonstrate Ability to Overcome Customer Objections
Construct Closing Statements That Ensure Customer Satisfaction
Who Should Attend:
Marketing and Consultative Selling is designed to help
Telco employees understand how their position fits in
and supports the sales and marketing efforts of the
company. Anyone who has contact with customers
and is expected to sell/upsell products and services
to customers is encouraged to attend.
Location & Registraion Information:
There are currently no marketing
training classes scheduled.
Questions?
If you have questions regarding the meeting, registration
or hotel accommodations, please email Lisa
Johnson or call 605.995.6120.
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