Training x Design worked with a government organisation to bridge a specific skills gap between customer service and sales. It introduced elements of sales into the customer service experience, to help employees effectively deliver a new workplace initiative.
The team comprised 45 employees who were uncomfortable with an initiative that required them to have more of a sales approach to their customer service. The initiative was to drive customer uptake of new online services.
In consultation with the organisation, Training x Design customised a solution specifically to bridge the gap. It involved a Mystery Shopper exercise, to identify the quality of service provided before and after the training. This exercise had the added benefit of highlighting specific training gaps and business-relevant challenges. These were subsequently included in the training program.
The key learning outcomes addressed in this one-day workshop were to:
- Understand the key steps in the selling process, and how to behave at each step
- Understand your own strengths and areas of improvement in the selling process
- Know the major selling pitfalls and how to avoid them
- Know when and how to ask for customer commitment
- Listen better, to improve overall communication
- Emphasise â€˜benefitsâ€™ instead of â€˜featuresâ€™
- Use questions as the primary tool with which to uncover needs and problems
- Use questions to overcome buyer complacency, and to break through the status quo
- Use questions to qualify buyers, ensuring effective and efficient use of time
- Overcome objections in a professional manner
- Develop an effective personal sales process, which incorporates the use of products and tools
- Understand and work with different buyer behavioural styles.
Feedback from Manager of Business improvement & Training:
This program gave us exactly what we were after: A consistent sales approach across all centres. It was handled with respect and commitment, meeting all of our requirements. The feedback from staff was great. Iâ€™m still hearing about it.
The only improvement from our end is that we shouldâ€™ve done it right a long time ago.
- Good to use of humour to promote messages
- Great information for developing my personal skills
- Very motivating,
- Trainer knowledge was exceptional!
- Raised awareness of my weaknesses â€“ I didnâ€™t realise the impact I had!
- Useful techniques for handling objections, skills can be used for other situations
- Renewed my enthusiasm. Will definitely be passing onto my staff at the next team meeting
- Showed me how I need to be less pushy in sales
- It has invigorated me