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Essential Sales Skills Parts 1 & 2

FMI Course number: CM04A & CM04B

Duration
2 x 2 day workshops

Recommended Delivery; approximately 3 months apart allowing sufficient time for Workplace Activities and Workplace Improvement Project to be conducted in between.

Overview of Course
The frontline selling skills required to delight customers in way that retains and grows the business are critical to the success of all organisations. The transition from Order Taker to Salesperson requires the acquisition of a number of these skills and an ability to apply these via a natural yet structured process.
This very practical course enables participants to obtain or refine these skills and enhance their ability to apply them in a logical sequence, which improves sales conversion ratios and develops or improves long term customer relationships. Although this program is underpinned by sound and proven theories, the delivery of the program is primarily activity based supported by interactive discussions. The inclusion of Workplace Activities and Workplace Improvement Project throughout the program enhance both the learning and behavioural change of the participants.

Learning Outcomes
1. Understand Customer Expectations and Needs
2. Identify Information Requirements for Effective Selling
3. Create an excellent First Impression
4. Communicate effectively to Connect with Customers
5. Identify Customer Needs
6. Present Products and Services focusing on Safety, Value and Benefits
7. Identify and deal with potential Obstacles
8. Apply Sales Conversion Techniques
9. Apply Telephone Selling Techniques
10. Handle Refunds and Complaints
11. Employ Follow Up and Value Adding Processes
12. Value the benefits of Information Collection
13. Apply Efficient Sales Organisation Strategies
14. Develop a personal action plan for improving Sales and Customer Service

Key Content
- Delivering the Customer Promise
- Mastering the Selling Process
- Selling over the Telephone
- Moving from Good to Great - Follow Up and After Sales Opportunities
- Refunds and Complaints - the Golden Opportunity
- Using the Knowledge - Information Gathering for Sales Growth
- Personal action plan for improving customer service

Who this course is useful for
All Sales People either Store Based or Field Servicing who wish to obtain or refine their ability to:

- Deliver Superior Quality Customer Service
-Enhance their ability to build Long Term Client Relationships and Increase their Client Network
-Evaluate and Utilise Information obtained during the Sales Process

Mentoring:

Mentoring significantly enhances the effectiveness of this program during and after its completion. This process also serves to enlarge or enhance internal network relationships within.

Resources for this Course
A Learning Guide is provided for this course. It contains notes and can be used for participant’s own notes.

Additional resources include a Sales Journal for Self Evaluation and other additional Enhancement Tools will be provided to the participants during the delivery

Assessment
In addition to the Self Assessment Tools utilised throughout this program, a Workplace Improvement Project will be included in this program for which an assessment will be required as well as mentor feedback.

Dates and locations
Course location: Sydney
For dates please see the fmi Public Training Course Calendar
Time: 9am to 4.45pm
Location is close to Sydney CBD. You will be advised of the exact location by email one week prior to commencement.

Fees
For fees please refer back to the training calendar

Booking
To book phone +612 9281 2635

Email fmi to find out how we can help you:
fmi@managementcando.com

Corporate Versions of this Course
This course can be tailored for corporate requirements as an in-house course.

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Frontline Management Institute
Sydney Head Office
579 Harris St
Ultimo NSW 2007
Australia

t: +612 9281 2635
f: +612 9281 2641
e: fmi@managementcando.com

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