Customer Service Center as a Profit Center

(Generic Outline - All Training is Customized for Individual Clients)

All training programs include instruction, interaction, skills practice, exercises and role-playing on various parts of the course.


Introduction to Trainer and Training

Customer Service is a Soft Selling Skill - Obtain a Buy-In
    It is a Service to Ask for Sales
      You are not "Pushy" if Your Offer is Appropriate to Your Customer
      "Customers Don't Know What They Don't Know"
      Serving the Customer May Include a Sales Offer
      Let the Customer Decide


Understand and Apply Key Elements of Extraordinary Care
    Intention - Be determined in advance
    Relationship - Build rapport with your customers
    Discipline - Be self-disciplined and practice
    Skill - Learn the skills and techniques required


Call Path Control - The LAMAŠ Technique
    What it is and Why it Works!
    L - Listen
    A - Acknowledge
    M - Make a Statement
    A - Ask a Question


Understand the Difference and Learn to Speak Confidently about:
    Features
    Benefits
    Competitive Advantages


Transitional Statements
    Bridge the Gaps to Information Selling
    Bridge the Gaps to Up-Selling and Cross- Selling


Three Ways to Up-Sell and Cross-Sell
    1. Recognize and Act on Buying Signals - What is a Buying Signal?
    2. Seed the Sale - Plant the Seed and Prepare the Customer for the Up Sell or Cross Sell.
    3. Traditional/Transitional Method -Smoothly Transition to Additional Sales.


Wrap-up Skills
    Summarizing the Agreements
    Invite Action
    Sell the Next Step in the Relationship
    How to Say Good-Bye


One-on-one Coaching is added to every training course. The importance of using the skills from the training immediately is required. Coaching is essential.

We will customize this course to the situations you have exactly. Let us give you a program that will be accepted by your Customers, used by your Agents and retain your Customers for Life.