+Virtual: Customer Service, Sales & Marketing
Select customer service, sales & marketing topics are available virtually for your remote workforce. New options are added as demand warrants with all available in a live, interactive format.
Check out popular topics, review module descriptions and contact us to schedule virtual training for your workplace.
* Call Center/Customer Care Center
* Customer Experience
* Fostering Strong Internal Customer Relationships
* Proactive Selling
* Sales Fundamentals
* Telephone Techniques
Additional Information
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Module Options
**Call Center/Customer Care Center**
* Critical Core Skills for a High-Performance Contact Center 2-3 hr. per
* Call Center Customer Service: Repair/Troubleshooting Focus 3 hr. per
* Call Center Customer Service: Sales Focus 3 hr. per
**Customer Experience**
* Going above and beyond what is minimally expected
* Creating an amazing experience for customers
* Critical communication components and their importance
* Handling the difficult and challenging customers
* Working with difficult customers and the tools to use
**Fostering Strong Internal Customer Relationships**
* Self-evaluate how paradigms can be self-limiting
* Building and maintaining the relationships we have with others
* Understand how others perception of us influences the reciprocal value of relationships
* Tips to improving even the best workplace relationships
**Proactive Selling**
* Research on the value of cross-selling and upselling
* How cross-selling and upselling benefits my customer and my company
* Effective language for cross-sell and upsell
* Six important tips/practices for cross-sell and upsell conversations
* Trial, direct, and assumptive closing techniques
**Sales Fundamentals**
* What influences purchase decisions
* Horizontal and vertical selling
* Preparing for your customer and building rapport and trust
* Knowing your competition and differentiating yourself
* Asking the 'right' questions and actively listening to your customer
* Handling customer questions and making tailored recommendations
* Creating a strong value proposition and decoding buying signals
* Resolving objections to the offer and closing the sale
* Following up and following through after the sale
**Telephone Techniques**
* Identifying needs and expectations of telephone customers
* Identifying and applying customer service concepts to telephone conversations
* Speaking at an appropriate rate and volume
* Responding appropriately to incoming calls, including complaints
* Taking complete, accurate messages
* Using good listening skills to understand the message and diffuse emotional barriers
* Creating effective voicemail messages
* Communicating a positive, courteous and helpful attitude