Excellent customer experience in sales

Why do we shop again and again at some stores, while at others we turn away even if the purchased product or service has been of sufficient quality?

What distinguishes restrained, unobtrusive sales from a lively, genuine dialogue? What is more important – to close a deal here and now or to solve the customer's needs?

This is a unique training that combines practical methods of sales, objection-solving and Design Thinking.

Statistics show that only 1/3 of the time of a sales conversation is devoted to dialogue with the customer, with the main focus on presenting the product and process.

Therefore, the focus of this training and approach is the customer and their unique needs, which are kept in mind at every step of the sales conversation. This is true listening to the customer and deep understanding in the dialogue. The main task of the seller in this process is not only to find a solution for the customer and solve it optimally but also to see the problem itself to be solved and see it from the customer's point of view - by delving deeper and being curious about the customer.

The training is based on Design Thinking methods of in-depth customer knowledge. Design Thinking helps to create a personal connection with the customer, and creates a special, individual attitude at all stages of the sale. And - it creates endless satisfaction for the seller himself, revealing his “best self”.

Objectives

• to develop the skill of creating a dialogue with the customer, focusing on listening to the customer’s needs;

• to promote customer-oriented thinking in customer service and sales;

• to promote customer experience;

• to train the skill of bypassing objections, and understanding the reasons for the customer’s objections.

Target audience

Salespeople, customer service specialists, customer relationship managers and their direct managers.

Benefits

• a customer-oriented point of view in relations with the customer;

• techniques for finding out customer needs, defining the problem, presenting solutions and bypassing objections;

• satisfaction and self-confidence in a sales conversation.

Working method

Active and engaging form of work – practical training, exchange of ideas and practice observations; analysis of sales situations, work in pairs, groups, role-playing games, feedback and practical recommendations.

Program

Session 1

The importance and relevance of customer experience. Practical methods for identifying customer needs:

• sales trends;

• the importance of customer experience today, differences between customer experience, user experience and customer service;

• case studies and analysis of service situations;

• design thinking as a tool in customer service and sales;

• developing your expertise;

• customer insight techniques.

Session 2

Defining the problem and presenting the solution:

• techniques for defining the problem;

• value proposition – a technique for presenting the solution. How to create a summary of what the customer has said.

Session 3

Conversation summary and decision-making:

• practical tools for presenting the solution;

• how not to stop at the client's first objection. A universal tool for overcoming objections;

• practical recommendations for specific objection situations (price, superstition, cooperation with another partner, how to talk to clients about the "worst", etc.);

• how to leave a pleasant aftertaste after a meeting/conversation with a client. Practical tips & tricks for face-to-face and remote sales negotiations;

• how to motivate yourself. Even when your hands are down.