Selling Skills for Service People

1. Sales is Service, Service is Sales

Objective

To shift your perspective from traditional sales tactics to a service-oriented approach that increases the share of wallet, increases organizational profit, and builds long-term customer relationships.

Key Takeaways

• Understand the fundamental truth that exceptional service is the foundation of successful sales.
• Learn to identify and address customer needs with empathy and a genuine desire to help.
• Develop a “people first” mindset that prioritizes building trust and rapport over simply closing deals.
• Recognize that customer satisfaction is the ultimate measure of success.

What You’ll Learn

• The Customer’s Perspective: Explore how consumers view the buying process and their aversion to feeling “sold”.
• Qualities of Exceptional Service:  Identify the characteristics that define a great service professional and how they translate into sales success.
• Understanding the Member’s Needs:  Learn techniques for uncovering explicit and implicit customer needs through effective questioning and active listening.
• The “Problem Before Product” Approach:  Master the art of identifying problems before presenting solutions, ensuring your recommendations are relevant and valuable.

Activities:

• Interactive Exercises: Participate in activities that challenge you to analyze your service approach and develop a deeper understanding of the customer journey.
• Case Studies:  Apply the principles of service selling to real-life scenarios, exploring different approaches and analyzing their effectiveness.

By the end of this section, you’ll be able to:

• Communicate with customers in a way that builds trust and confidence.
• Uncover their true needs and concerns.
• Present solutions that are genuinely valuable to them.
• Develop a service-oriented selling approach that drives long-term customer loyalty.

2. The Buying Process

Objective

Gain a comprehensive understanding of the logical mental and emotional steps customers take when making buying decisions, and learn how to effectively guide them through each stage.

Key Takeaways

• Recognize that buying is a process, not a single event.
• Map out the key stages of the buying process and identify the critical points where you can add value.
• Learn strategies for building trust and rapport throughout the process.
• Develop effective questioning and communication techniques that enhance the customer experience.

What You’ll Learn

• The Psychology of Buying: Explore the underlying motivations and decision-making processes that influence customer behavior.
• The Stages of the Buying Process: Master the key steps involved in the buying process, from initial needs identification to purchase and beyond.
• The Art of Mirroring: Learn how to effectively “mirror” the customer’s process to create a seamless and comfortable buying experience.
• Building Added Value: Develop strategies for providing value at each stage of the process, ensuring that your interactions are genuinely helpful and relevant.  .

Activities:

• Interactive Exercises: Engage in activities that help you visualize the buying process and understand the key touchpoints where you can make a positive impact.
• Role-Playing Scenarios: Practice applying the principles of the buying process in simulated real-life scenarios, building your confidence and refining your communication skills.

By the end of this section, you’ll be able to:

• Understand the customer’s decision-making process.
• Guide customers through the buying process with confidence.
• Create a positive and memorable buying experience.

3. Personal Development

Objective

Unlock your potential as a service-oriented sales professional by focusing on key personal development areas that enhance your effectiveness and drive lasting success.

Key Takeaways

• Recognize the importance of continuous learning and self-improvement.
• Develop a mindset of “constant and never-ending improvement” (CANEI).
• Identify the areas where you can most effectively grow and develop your skills.
• Understand the power of a positive attitude and how it impacts your interactions with customers.

What You’ll Learn

• The Mindset of a Champion: Cultivate a growth mindset that embraces challenges and encourages continuous learning.
• Building Confidence and Skill: Identify your strengths and weaknesses and develop a plan for personal growth and development.
• The Power of Positive Thinking: Understand the impact of positive thinking on your interactions with customers and your overall success.
• The Importance of Self-Care:  Learn how to prioritize self-care and balance your personal and professional life for optimal performance..

Activities:

• Self-Reflection Exercises:  Engage in introspective activities that help you identify your personal strengths and areas for improvement.
• Group Discussions: Participate in group discussions where you can share your insights and learn from the experiences of others.

By the end of this section, you’ll be able to:

• Develop a personal development plan that aligns with your career goals.
• Embrace a positive attitude and mindset.