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Sales Mastery: Building Customer Loyalty through Exceptional Service
NGN 165,000Get 5.00% off
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Venue: Lagos
Other Dates
Venue | Date | Fee | |
---|---|---|---|
Lagos, Lagos State, Nigeria | 15 - 17 Apr, 2025 | NGN165000 | |
Lagos, Lagos State, Nigeria | 22 - 24 Jul, 2025 | NGN165000 | |
Lagos, Lagos State, Nigeria | 21 - 23 Oct, 2025 | NGN165000 |
This workshop covers the essentials of sales and customer service, including identifying and responding to customer needs, upsell and cross-sell products and services, and using customer service to build customer loyalty and drive sales growth.
Course Outline:
Module 1: Introduction to Sales and Customer Service Synergy
- Understanding the interconnectedness of sales and customer service
- Key objectives and benefits of integrating sales and customer service.
- Exploring the Impact of exceptional service on customer loyalty and sales growth
Module 2: Understanding Customer Needs and Preferences
- Techniques for identifying and understanding customer needs.
- Conducting effective customer needs assessments
- Utilizing customer feedback to enhance service and sales strategies.
Module 3: Effective Communication and Relationship Building
- Developing practical communication skills for sales and customer service interactions
- Building rapport and trust with customers
- Establishing and maintaining long-term customer relationships
Module 4: Product Knowledge and Upselling/Cross-selling Techniques
- Understanding the products and services offered
- Upselling and cross-selling strategies to maximize customer value.
- Identifying opportunities and presenting compelling offers to customers
Module 5: Consultative Selling and Solution-Oriented Approach
- Applying consultative selling techniques to uncover customer pain points.
- Offering customized solutions to address customer needs
- Building credibility and positioning products/services as valuable solutions
Module 6: Overcoming Objections and Closing Sales
- Strategies for overcoming customer objections.
- Effective techniques for closing sales and gaining commitment.
- Handling negotiation and pricing discussions with professionalism
Module 7: Customer Service as a Sales Driver
- Leveraging exceptional customer service to drive sales growth.
- Turning satisfied customers into brand advocates
- Recognizing and capitalizing on opportunities for service-driven sales
Module 8: Handling Customer Complaints and Service Recovery
- Strategies for effectively managing customer complaints and resolving issues.
- Transforming service failures into opportunities for customer loyalty
- Implementing service recovery techniques to restore customer trust.
Module 9: Sales and Customer Service Metrics and KPIs
- Key performance indicators (KPIs) for measuring sales and customer service effectiveness.
- Analyzing sales data and customer satisfaction metrics
- Using metrics to drive continuous improvement in sales and service.
Module 10: Sales and Customer Service Integration for Success
- Strategies for aligning sales and customer service functions.
- Collaboration and communication between sales and service teams
- Establishing a customer-centric culture that emphasizes both sales and service excellence.
Note: The course can be customized and tailored based on the specific needs and requirements of the participants. The duration and depth of each module can also be adjusted accordingly.
Lagos | Jan 28 - 30 Jan, 2025 |
Lagos, Lagos State, Nigeria | 15 - 17 Apr, 2025 |
Lagos, Lagos State, Nigeria | 22 - 24 Jul, 2025 |
Lagos, Lagos State, Nigeria | 21 - 23 Oct, 2025 |
NGN 165,000.00 | (The program fees covers tuition, Course Materials, Tea/Coffee and Break, Lunch, Bag, Certificate of participation and administration) |
Dr Chris Egbu +2348023194131
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