Sales and Service Professionals
To deliver a great customer experience, your team needs to own the conversation, ask the right questions, resolve concerns, and close the business.
How does a sales or service team
acquire these skills?
Foundational
Selling
To deliver a great customer experience, your sales team needs to own the conversation, ask the right questions, resolve customer concerns, and close the business.
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Foundational Selling lays the groundwork for results-driven selling. Your salespeople will learn and practice the skills that will enable them to exceed customer expectations, grow share of wallet, and develop new business. Your clients will appreciate the confidence of your sales team, their curiosity and empathy, and their ability to provide advice-based solutions to their needs.
Advanced
Selling
To deepen relationships with your most important prospects and clients, your senior salespeople need to uncover their implicit and explicit needs, create a sense of urgency, address and overcome hesitation, confidently present complex solutions, negotiate and close the deal.
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In Advanced Selling, your salespeople will practice and master the skills they need to differentiate your solutions, increase the wallet share, and increase the value of the sale.
Corporate
and Institutional Selling
When working with your corporate accounts, your sales executives need to reveal unrecognized needs, challenge clients with novel solutions, overcome skepticism, position complex solutions, and secure the business.
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In Corporate and Institutional Selling, your most senior salespeople will refine and master the skills they need to retain, grow, and protect your key accounts, shorten the sales cycle, and increase the value of the relationship.
Virtual
Selling
Until recently, the skills your face-to-face sales team needed to succeed were relatively straightforward.
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Today, with the exponential growth of virtual selling, the game has changed, and a new set of skills is required to meet your clients’ needs.
With Virtual Selling, your salespeople will learn and practice the skills they need to connect with your clients and flawlessly execute your sales pitch in a virtual setting.
Insight
Selling
When client preconceptions hinder the development of the best solution, you need your account managers to take control of the conversation, provide evidence-based insights, challenge the client, and make new recommendations.
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With Insight Selling, your sales team will practice using research, experience, and data to build credibility and capture clients’ attention with in-depth client and industry knowledge and emerging insights and trends.
This approach will deepen your client relationships by speaking directly to your clients’ needs.
Negotiation
Skills
To successfully close complex sales, your sales professionals need to communicate the full value of your solutions, avoid sacrificing margins or harming trust, and build buyer commitment to the right pricing.
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Negotiation Skills lays the foundation for win-win negotiations and lasting client relationships. Your salespeople will learn and practice the skills to recognize and counter negotiation techniques, lock down the best pricing, avoid harming essential relationships, and keep the door open for future opportunities.
Your clients will feel respected, heard, valued, and they will know that they have struck the best possible deal.
Presentation
Skills
The prospect of performing in front of an audience can feel like a daunting task.
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Whether your team delivers a persuasive pitch to a single client or presents your RFP response to an executive committee, deliberate practice and feedback from an expert coach can take the edge off.
With Presentation Skills, your salespeople will learn to: refine their ideas, assemble a compelling narrative, and identify their unique strengths to ensure that they deliver simple-yet-engaging presentations.
Your clients will appreciate the confidence and clarity of a well-executed, client-centric presentation.
Sales Impact
Skills
To truly succeed, your salespeople need to attain trusted advisor status with their clients.
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They must be able to quickly capture clients' attention, build credibility by displaying in-depth knowledge, ask high-impact questions to analyze the situation, and describe new ways of thinking about client challenges -- all while sounding natural and unscripted.
Practicing and refining sales impact skills will help your sales team quickly earn the trust and confidence of their customers, leading to deeper, more trusting client relationships.
Story-Selling
Skills
The stories your salespeople tell define who they are, how your clients understand your value proposition, and how your organization can help them.
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Stories kickstart your customers’ imaginations and spur them into action. The stories your salespeople tell help to powerfully differentiate your offer by building powerful memories that inspire action.
In Story-Selling Skills, the lessons from various storytelling disciplines are combined with deliberate practice to create a unique and powerful learning experience delivered 1:1 or in a workshop format.
Professional Help Desk
Skills
The importance of skilled service technicians increases as your customers' reliance on technology accelerates.
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It’s no longer enough for technicians to be good problem solvers; you need them to deliver excellent customer experiences as well. Professional Help Desk Skills provides your service techs with opportunities to build critical soft skills they need to serve your clients with excellence: empathy, relating, listening, collaborating, problem-solving, and checking.
They will participate in realistic role-plays, fully customized to your help desk world, and they will receive the kind of skillful, professional coaching that will enable them to exceed internal or external customer expectations.
Contact Center Service
Skills
As automation and AI take on a larger role in transactional interactions at your contact center, the nature of customer conversations is shifting.
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The stakes are higher, the issues more complex, and the need to resolve without escalation requires better communication skills. With Contact Center Service Skills, your agents will practice and refine their skills with your most challenging and vital customer conversations, and they will receive coaching and feedback on the emotional impact of their service skills.
This type of immersive role-play followed by professional coaching is critical to learning how to employ empathy and deep listening to build (or re-build) trust and turn dissatisfied clients into promoters.
Contact Center Sales
Skills
Learn, practice, and master key contact center sales skills to instantly connect with clients, assess explicit and implicit needs, upsell, cross-sell, position solutions, and resolve any client hesitation.
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Your clients will feel engaged, heard, respected, and helped as you exceed sales targets while still meeting average handle time, call quality, and sentiment metrics.
Foundational Customer
Service Skills
Everyone who interacts with your clients has a responsibility to present your organization in the best light.
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Practicing customer service or experience conversations will prepare your team to solve problems and retain and delight clients.
Click to call and learn more about training for sales and service professionals.
