Enhanced Service Through Consultative Sales training program

Enhanced Service through Consultative Sales

Train your customer service team to deliver unexpected value

Make the insights gained from customer service conversations a source of value for your business and your customers

Service professionals have unmatched insight into customers. Information learned on a service call reveals details about the customer’s concerns, needs, and interests. The customer’s tone, inflection, and word choice give the service professional a deep level of detail not seen elsewhere. Therefore, customer service professionals are an untapped resource for organizations seeking to use these details to deliver unexpected value.

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For Who

Service Professionals

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Format

Instructor-led

Virtual instructor-led

Digital Learning

Blended Learning

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Duration

1-Day ILT Workshop; Two 4-hour VILT Workshops; Pre and Post Digital Learning

Key Areas of Content

Engaging with Customers

We teach service professionals best practices to effectively engage with the customer and set the tone of the conversation. We teach them how to ensure a strong opening helps them connect with the customer, defuse negative emotions (if needed), foster openness, build credibility, and set them up for success.

Solving Immediate Needs

We equip service professionals with a framework to efficiently and effectively resolve the immediate need while listening to cues and clues for additional ways to create value for the customer. We teach professionals how to solve for the root issue, and not just fix the symptoms, leaving the customer feeling like they have dealt with a real person.

Enhancing Experiences Through Additional Value

We teach service professionals how to proactively increase the quality of the customer experience, inspire loyalty, and expand business by acting on opportunities to help the customer access additional resources, products, or services that enhance customer value.

Resolving Objections

When faced with objections, most service professionals react defensively or use self-serving behaviors that undermine customer trust. We teach them how to develop a positive mindset toward objections, avoid defensiveness and self-serving behaviors that undermine trust, and equip them with a four-step, customer-focused model to resolve any objection.

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Our Impact

12%

5-12% Increase in Revenue

24%

Improvement in skill efficiency

35%

Increase in knowledge proficiency

900

Global Clients

3.5M+

Individuals Trained