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Selling & Customer CARE  
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  Sales is about gaining customers through networking. It's about creating a partnership that defines both their known and unknown needs, and then persuasively communicating solutions that address those needs and results in your mutual success. It's about maintaining that partnership by providing exceptional customer service. SMLR provides a 360 approach to gaining and keeping customers:

• Partnership Selling
• Customer CARE
• Managing Customer CARE
• Persuasive Presentations


Partnership Selling
Partnership Selling provides the selling skills and attitudinal awareness needed for your team to differentiate itself from your competitors. Content includes:











Applying a unique contact process that gains attention;
Ensuring you are selling to the right decision-maker;
Identifying the real needs of the prospect;
Presenting solutions that motivate the buyer to buy;
Handling questions and comments in a way that gains buyer confidence;
Closing the sale for commitment to action.
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For more information contact our course administrator.

arrow picCustomer CARE
Customer CARE provides the motivation that inspires excellence in customer service (in-person and on the telephone). By helping your team understand and manage their attitudes and interpersonal skills it motivates them to give oustanding customer service, as well as sell additional products and services. Content:
 
 








Identifying the importance and value of positive first impressions;
Identifying and applying the Four-Step Customer CARE Process for outstanding service;
Saying “No” in a way that customers react in a more positive way;
Helping customers to answer sensitive questions;
 







Cross-selling customers on their needs and concerns;
Identifying the skills and attitudes of quality telephone service;
Handling challenging customers with less stress and more confidence;
Practicing the Four-Step Customer CARE Process that develops composure, control and confidence.
 
  For more information contact our course administrator.  
 
 
  Managing Customer CARE
Managing Customer CARE workshop provide managers and supervisors with skills, knowledge, and attitudinal awareness that will enable them to reinforce critical customer service concepts. It will enhance their ability to manage stress, improve customer service satisfaction and take advantage of revenue-generating opportunities. Content:
 








Assessing your team’s customer service effectiveness;
Managing and applying the Four-Step Customer CARE Process for outstanding customer service;
Managing your team’s cross-selling capabilities;
Assessing your current effectiveness as a coach;
 








Identifying the skills and attitudes of effective coaching;
Manage challenging staff and
customers with less stress and
more confidence;
Maintaining the Customer Service Satisfaction Process for a team that demonstrates composure, control, and confidence.
  For more information contact our course administrator.  
 
 
  Persuasive Presentations
Persuasive Presentation Skills provides the image, knowledge and skills your team members need to know to clearly, succinctly and persuasively present their products, service and concepts to clients. Want some Tips on Handling Nervousness? Click here. Course content:
 
 






Assessing current capabilities
Identifying two factors influencing all audiences
Identifying three critical components of building trust
Setting a STAR criteria for successful meeting objectives
 








Giving Powerful PowerPoint Presentations
Gaining and keeping attention
Presenting key points persuasively
Handling questions and criticisms
with confidence
Closing for action
 
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  For more information contact our course administrator.  
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