What If...

  • 1/2 of your customer-facing team members could save one account from going to the competition
  • 1/2 of your customer-facing team members could cause one customer to upgrade their product or service
  • 1/2 of your customer-facing team members could convince one customer to buy additional products or services from you

What would the ROI on your investment in this training be?

INCREASE YOUR REVENUES

INCREASE CLIENT RETENTION

INCREASE UPSELLS AND CROSS SELLS

ATTRACT MORE REFERRALS

Accomplish all of this and more by helping your customer-facing team members engage more effectively with your customers - without having to sell. 


Course curriculum

  • 01

    Customer Service

    • Download the Handout for Lesson 1: Course Objectives

    • 1. Course Objectives

    • Download the Handout for Lesson 2: You Are in Sales

    • 2. You Are in Sales

    • Download the Handout for Lesson 3: The Sales Cycle

    • 3. Sales Cycle

    • Download the Handout for Lesson 4: Three Types of Accounts

    • 4. Three Types of Accounts

    • Download the Handout for Lesson 5: Profit

    • 5. Profit

    • Download the Handout for Lesson 6: Who is the Customer?

    • 6. Who is the Customer?

    • Download the Handout for Lesson 7: Overview

    • 7. Overview

    • Download the Handout for Lesson 8: Six Types of Customers

    • 8. Six Types of Customers

    • Download the Handout for Lesson 9: Endorser

    • 9. Endorser

    • Download the Handout for Lesson 10: Buyer

    • 10. Buyer

    • Download the Handout for Lesson 11: Satisfied Mute

    • 11. Satisfied Mute

    • Download the Handout for Lesson 12: Dissatisfied Mute

    • 12. Dissatisfied Mutes

    • Download the Handout for Lesson 13: Grumbler

    • 13. Grumbler

    • Download the Handout for Lesson 14: Complainer

    • 14. Complainer

    • Download the Handout for Lesson 15: Objective and Motto

    • 15. Objective and Motto

    • Download the Handout for Lesson 16: Why This Matters

    • 16. Why This Matters

    • Download the Handout for Lesson 17: What Can You Do?

    • 17. What Can You Do?

    • Download the Handout for Lesson 18: Set the Tone

    • 18. Set the Tone

    • Download the Handout for Lesson 19: Expectations

    • 19. Determine Expectations

    • Download the Handout for Lesson 19A: Advanced Expectations

    • 19A: Advanced Expectations

    • Download the Handout for Lesson 20: Reality

    • 20. Reality

    • Download the Handout for Lesson 21: Variance

    • 21. Variance

    • Download the Handout for Lesson 22: Ientify an Action Plan

    • 22. Identify an Action Plan

    • Download the Handout for Lesson 23: Categorize

    • 23. Categorize

    • Download the Handout for Lesson 24: Execute

    • 24. Execute

    • Download the Handout for Lesson 25: Referrals

    • 25. Referrals

    • Download the Handout for Lesson 26: Final

    • FINAL

    • Advanced Cost Justification

    • Advanced Cost Justification

    • Leader's Instructions