Blending Sales and Service

Module 1: Relationship-Driven Sales

• Four stages of the inbound sale
• The importance of respect, expertise, and solution
• The importance of first impressions
• Key considerations for listening
• Getting to the solution
• The new model of selling (relationship-oriented)
• Four steps to building the relationship

Module 2: The Psychology of Buying

• The 7 principles that drive buying behavior and how they impact the sales experience

Module 3: Effective Questioning

• Using questions to build the relationship
• Using questions to determine eligibility
• Using questions to find out what is important to the customer
• Using open and closed questions effectively
• How to control the conversation appropriately
• Three questions to use when you don’t know how to respond
• Feel, Felt, Found technique

Module 4: Handling Objections and Closing the Sale

• The importance of relationship in handling objections
• 5 steps for handling objections
• Identifying and handling declared statements, subtle put offs, and legitimate concerns
• Handling price
• Moving to the close

Module 5: Upselling and Cross-selling

• Identify opportunities to upsell and cross-selling based on relevance
• Considering the impact of upselling and cross-selling<\li>
• Presenting opportunities in terms of the benefit for the customer

• Agents
• Team leaders

How to maximize your inbound customer sales through

• Building relationships
• Understanding buying psychology
• Using questions effectively to meet goals and control the call
• Overcoming objections and closing effectively
• Recognizing and capitalizing on upsell and cross-sell opportunities

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.