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Increasing Individual, Team and Organizational Performance

Sales and Customer Service

Sales and Customer Service is the key to keeping your business growing. GPS has many workshops to choose from including:

• Customer Service ConsultingDescription:
  
  • Customer Satisfaction Research - This is custom designed for specific products/services and can be tied to company specific performance. This is used to identify strengths, area for improvement, competitive comparison and align process and metrics by surveying and/or calling customers to create very satisfied customers, increasing retention. Internal staff view for comparison is often useful.
  
  • Customer Service Internal Perspective – Review the organization and structure of customer service functions to provide the greatest customer service. Supported through internal and/or external service assessments with key “customers” and staff. Includes roles/responsibilities, work flow analysis, strategy/policy/process alignment, accountability and empowerment, staff communication and training/coaching.
  
  • Call Center Staffing - Development of specifications for call center staffing and recruiting, values/culture and, team based systems, measurements to support operations.
  
  • Mystery Shopping - A blind audit of service levels and measures conducted by an independent source. Report is prepared providing results, and satisfaction levels against areas to be measured with recommendations.
• Customer Service SuccessDescription:
  
  • This customized program guides participants in assessing and reviewing key customer service contact points and issues from the customer's perspective (internal and/or external).
  
  • Specific alternatives and decision points are explored to determine which ones to apply.
  
  • The program looks at three factors: attitudes, skills, processes.
• Increasing Sales PerformanceDescription:
  
  • This program offers managers and supervisors of sales employees an understanding of the tools and actions needed for their organization's sales performance.
  
  • Content is delivered interactively.
  
  •  Practice is conducted using actual upcoming coaching discussions with sales representatives and video scenarios.
• Maximizing Relationship SellingDescription:
  
  • This program uses the Styles Model - Driver, Analytic, Expressive, Amiable to increase relationship strength and the ability to influence in a sales context.
  
  • Participants receive feedback on their own Style from themselves and/or customers, managers, and/or support staff to gain insight on how their style (potential strengths and weaknesses)impacts during the sales process.
  
  • Skills are built to identify customers' styles and to select and implement appropriate strategies for dealing with different styles.
  
  • Program activities include cases and skill practices relevant to participants' selling situations.
• Persuasive Sales PresentationsDescription:
  
  • This course helps participants organize and deliver high impact sales presentations.
  
  • They will receive tips and techniques, as well as feedback, to make their presentations more persuasive.
  
  • The format is highly interactive and participatory, with each individual delivering at least three sales presentations with videotaped feedback and critique.
• Relationship Building Through Cross SellingDescription:
  
  • The purpose of this workshop is to improve sales team members ability to generate profitable business for their organization.
  
  • Sales training will emphasize the value of relationship building for account development cross selling and how it differs from order-taking.
• Selling for ResultsDescription:
  
  • This program is always customized for content and participant skill practice.
  
  • Each stage of the sales process is analyzed and described with "how-to" techniques and a workbook that requires the sales representative to think through each step of the process.
  
  • Various questioning, features-benefits-value, and objection-handling exercises are included for specific products/services.
• Sales Negotiating SkillsDescription:
  
  • This program, which is always customized to meet the specific needs of the target audience, blends negotiating skills and an influence model with skill practices and feedback.
  
  • Case studies developed from company situations illustrate collaborative (win-win) negotiations in a sales context.
  
  • Creative solutions, tactics, and strategies for dealing with different styles are emphasized.
  
  • Program activities include cases and skill practices relevant to participants' selling situations.
  
  • Negotiation techniques are emphasized from the "Getting to Yes" concepts by Fisher, Ury, and Patton.
• Selling StrategicallyDescription:
  
  • The concepts, skills and client planning activities of this workshop better prepare any sales organization for generating revenues, have greater impact on both short and long-term sales growth and/or market share.
  
  • Core to these results is the planning and analysis involved in creating a “strategic sales approach” for each client. This includes the basis for identifying and measuring critical sales drivers that are unique to your industry, business, the client’s business…and planning/practicing individual strategies for actual accounts/customers.
  
  • “Account Maps” and “Opportunity Plans” are customized and provided electronically for internal use.
• Systematic Sales Time ManagementDescription:
  
  • This program combines best use of comprehensive planning and information system for sales representatives, account managers, customer service representatives; and sales managers.
  
  • The course content includes a time management process to help participants optimize their available time.
  
  • In addition, principles of effective account development are covered by building skills and techniques in contact management and follow-up.

Whether you are seeking selling, negotiating or building your client relationships we have a program to improve your sales force productivity.

Contact GPS to see our list of programs and find the right one for you.

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