The Selling for Technical Service Personnel Programme is designed specifically for people who are providing technical services to customers through maintenance programmes and repair services.

The programme will provide them with an understanding of customer expectations and time management and how they can deliver first class customer service. It will guide them in how they can uncover opportunities for the company either for cross-selling and up-selling or to be passed to the sales force.

They will learn how to manage those opportunities effectively without the pressure of being involved in the traditional sales process.

This programme will have technical service personnel confident in their customer communication and how to manage opportunities and be valuable contributors to the company's growth.

Who Should Attend?

People who are providing technical service support in the field through maintenance programmes or emergency repairs. These would be the people that are interacting with the customers directly through their technical service work.

Course Modules

Module 1: Customer Expectations and Time Management

• Establishing the non-selling and selling elements of your role
• Planning your job functions and priorities
• Time management
• 20 biggest time wasters
• Procrastination - rating yourself
• Understanding customer's expectations
• The impact of technical service personnel in a company

Module 2: Providing First Class Customer Service

• What is customer service versus selling?
• Principles of customer service
• Meeting customers' expectations and getting feedback
• Getting feedback from customers
• What makes excellent customer service?
• Creating a good first impression
• Communicating on the telephone and telephone etiquette
• Questioning techniques for customer service
• Listening actively
• Steps for handling complaints

Module 3: Uncovering Opportunities and managing enquiries

• Why you are best placed to identify opportunities
• What is an opportunity for your business?
• Questions you can use with customers that do not have
  sales pressure
• Qualifying the opportunity
• Managing the enquiry or opportunity once you have the initial conversation

Module 4: Cross-Selling and Up-Selling

• What is up-selling and cross-selling and why do we need it?
• Why this selling is not like traditional sales processes
• What can you up-sell and cross-sell in your role as a technical service person
• How do we identify when to cross and up-sell?
• What techniques do you use?
• Getting the customer commitment to your suggestions?

Learning Outcomes

This Programme will assist technical service people to become effectively organised in and have the capability to deliver excellent customer service. They will have an understanding of how they can positively impact the sales of the organisation and uncover opportunities not only to cross-sell and up-sell but also for larger sales opportunities to be passed to the sales force.

Duration

4 weeks (recommended)

Personal Trainer

Yes

Homework/Skill Application Testing

Yes

The Mastering Sales™ Guarantee

If we cannot increase your sales by at least three times the cost of the programme and you have completed the course from beginning to end and put the majority of ideas into practice, we will give your money back in full. We guarantee to increase your Sales!

Certificate

You will receive a Certificate acknowledging your completion of this programme.

Investment

AUD $675.00 per person or $550 per person when registering 5 or more people
to any one of the SFI Public Programmes
NZD $675.00 per person or $550 per person when registering 5 or more people
to any one of the SFI Public Programmes
USD $575.00 per person or $470 per person when registering 5 or more people
to any one of the SFI Public Programmes

Please select from your relevant currency USD dollars applies to all countries outside of Australia and New Zealand.

All prices quoted below are costs per person and exclude taxes.

Conditions of Participation

This programme is subject to copyright and for attendance by the nominated participant. The programme is provided under specific conditions of use and entry to the Online Training Room. Contact the office for full details.

Course Links / Next Step

Mastering Sales™ Negotiation Skills Programme

Registration

Register online or download a registration form, complete and fax to our office.

Limited vacancies due to personal coaching.