Sales And Service Programmes

This programme will give you a clear understanding of how to develop and grow business and sales. It will show you how to develop the relationship so that, in addition to getting the sale, you are getting further business and valuable referrals.

This course will show you how to:

  • Develop a Strategic Selling Plan
  • Understand the key steps of selling
  • Identify customer & client needs
  • Identify current & future possibilities
  • Present appropriate information
  • Handle difficulties and objections
  • Close the sale
  • Follow-through after selling
  • Maintain and grow the relationship

This programme will show you the importance of managing customer relationships, and will give you the key steps to do this. It is not a sales programme. If client relationships are superbly managed, you are investing in future business and referrals.

This course will show you how to:

  • Understand the psychology of relationships
  • Pro-actively develop client relationships
  • Listen actively
  • Know what customers value
  • Manage their expectations
  • Meet and exceed their expectations
  • Set consistent internal standards
  • Clarify customer expectations internally
  • Make excellence in relationships a core value

No matter what your area of expertise, you will inevitably find yourself in competition with other professionals & organisations of high calibre. Pitching ideas and pitching for business (formally and informally) is now a core competency for any professional.

This course will show you how to:

  • Plan the elements of the pitch
  • Identify unique selling points
  • Put together winning documentation
  • Choose appropriate aids
  • Create a team presentation
  • Be persuasive and memorable
  • Deal with questions
  • Build relationships
  • Follow through

In a climate of rapid change, one thing remains continuously the same – what customers want. They want you to provide them with a superior service. And they compare you – not just with your direct competition – but with the service they receive everywhere they go. This programme examines how you create a culture of superior service.

It addresses:

  • The drivers of customer satisfaction – and loyalty
  • The key service touch-points
  • How customers perceive your service – and their perception is reality
  • Staff who mean well – but do and say the wrong things
  • Identifying the right behaviours and the right language
  • Surprising and delighting customers
  • Agreeing the small changes that define your new culture
  • Steps to make the changes take hold
  • Continuously enhancing your service

Each angry or difficult customer is an opportunity for your organisation to show your real values. This course gives you the tools to deal effectively with potentially damaging customer encounters.

This course will show you how to:

  • Calm down angry people
  • Be un-defensive
  • See the issue from their perspective
  • Not take it personally
  • Show empathy
  • Identify the real problem
  • Acknowledge problems
  • Move towards a solution
  • Turn potential negatives into positives

Telephone relationships with clients are now a critical part of any organisation’s business. You need to be professional, friendly, and memorable, in a short time, without the benefit of the face-to-face encounter.

This course will show you how to:

  • Plan and structure the call
  • Create an objective
  • Draft a script & route-map
  • Anticipate responses
  • Prepare potential answers
  • Listen effectively
  • Probe and clarify
  • Handle objections and negatives
  • Close professionally

Your receptionist is the first person your clients and customers meet. The impression your receptionist gives is one of the lasting impressions of your business. You cannot leave reception standards to chance or common sense.

This course will show you how to:

  • Set high standards for first impressions
  • Greet customers professionally
  • Make them feel welcome
  • Handle busy times
  • Deal with internal staff
  • Handle and screen telephone calls
  • Deal with difficult customers
  • Handle complaints
  • Make a lasting good impression

Contact Us

To book, find out more information or simply have a chat about what programme might suit you best please contact us on:

Tel: (+353.1) 772 8900
Fax: (+353.1) 772 8901

Or alternatively fill out the contact form and we will get back to you as soon as possible