Everyone in an organization has an important role to play in the process of selling and keeping customers. This unique Program provides front-line employees with an understanding of their part in this process. Through group discussions and exercises, participants look at who your customers are, what their expectations are and how your products and services support your customers' needs. Participants will see that selling is not just the job of the sales and marketing group…it's everybody's business.

Program Objectives

• to enhance understanding of selling and the role each employee plays in the sales process
• to gain greater insight into the needs and expectations of your customers
• to increase knowledge of your products and services and what sets you apart in the market place
• to enhance communications skills and the ability to “connect” with your customers
• to share ideas and experiences with colleagues

Topics Covered:

• What are you selling?
• Understanding customer expectations
• Who are your customers?
• Knowing your product
• Recognizing and acting on selling opportunities
• Knowing the difference between the features and benefits of your business
• Understanding the competition
• Listening and responding with empathy
• Asking questions to determine needs
• Effective telephone tips and techniques
• Effective e-mail tips and techniques

Program Format:

• Pre-training research process includes development of customized exercises that are product-specific
   
• One-day Program is facilitator-led with extensive team interaction through practical exercise and group discussion.