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Maximising Incoming Business

Who Would Benefit
Anyone interacting with the customer, whether in a recognised commercial role or a service based role.

Course Description
Delegates will learn how to make the most of every incoming business opportunity. If your job is to deal professionally with incoming customer calls, whether in a sales, reception or customer service role, then this workshop will provide valuable techniques for encouraging repeat business and maximising business opportunities in a friendly and professional manner. The main focus is placed on the wants and needs of the customer and how offering the full range of your products or service can be achieved without resorting to the ‘hard sell’.

CPD Points: 6
Training Course Category: Sales
Training Course Duration: 1 day
Training Course Location: Virtual, online or classroom-based
Learning Outcomes
At the end of this training course the delegate can:

• Apply effective questioning techniques
• Demonstrate powerful listening
• Give examples of how lateral thinking works
• Generate a more creative atmosphere
• Describe what is good objection handling

The Programme Includes:
Role definition
Company expectation
Key objectives & personal expectation
What do customers want / need / expect
Handling anger and frustration
Communication process
Questioning / listening / summarising
Using voice to maximum effect
Tone, pitch & pace
Highlighting benefits
Gaining agreement & feedback
Prioritising calls and following up
Encouraging repeat business