What You’ll Learn

The Customer FIRST Philosopy

• Myths and realities of sales and service
• The value triangle and how it works to increase overall receipts (service, services & systems)
• Creating a personal sales/service mission.
• The four traits of great sales/service people.
• The three reasons we don’t approach customers and what to do about each of them
• The one key difference between an order taker and a service professional

The Sales Actions: Five critical sales skills

• Acting in response to your customers psychological resistance to salespeople
• Identifying non verbal clues that signal a persons interest/need.
• Identifying great opportunities to open up a conversation with clients
• Asking open ended questions and using the question bridge to encourage dialogue.
• Presenting solutions/pairings and alternatives to customers based on their RFM and/or current cart.

The Sales Plan – Developing a personal plan to increase the number and types of customer interactions you have every day.

• Describing a customer’s ideal experience.
• Describing your ideal day.
• Linking your personal values to the Customer FIRST philosophy.
• Setting targets for the 5 critical sales skills (behaviors).
• Belief re-engineering using the ABC’s of behavior change.

The Action Plan

• Identifying specific actions to take each day for the next seven days.
• A log sheet to monitor your new approach and to capture the effects of your new actions.

Who Should Attend

A customer is anyone who depends on you to connect them with right product or service. If the activities you are involved in directly impact the customer, this seminar is for you. The concepts and skills learned are applicable to front line employees.