Our approach to learning at Eureka HR Solutions is unique. We're passionate about what we do and pride ourselves on our energetic, innovative, client focused approach.
Because no two businesses are the same Eureka HR Solutions won't provide you with an 'off the shelf' training solution. This is where we differ from the large corporate training providers. We don’t believe this works. All our training solutions are based on best practice but specifically tailored to your business needs. That's why our clients find our training solutions not only practical but highly effective and excellent value for money.
We come to you to deliver your tailored training programme. Groups of up to 16 can be trained on site making this an excellent cost effective option for organizations looking to develop groups of staff. If you don’t have the appropriate on site training facilities we can help you find the perfect training venue.
How we work:
Tailored Programmes
You select a programme that interests you from our menu of courses and we talk to you about course content, length, and emphasis to ensure it’s tailored to your business needs. We then work with you to incorporate case studies and practical exercises that are built around real issues in your business. We also ensure that any relevant company policies and procedures are introduced in to the programme.
Bespoke Programmes
We work with our client using a variety of methodologies to establish the real training need. This ensures that any training solution is specifically developed in line with business needs. A bespoke programme(s) are then developed in partnership with the client and delivered in a means that specifically fits your needs. For example we can deliver a modular programme over a period of time that works for you business and your people.
Our approach to bespoke programmes:
All our programmes are supported by a set of comprehensive course materials including a course manual, PowerPoint presentation slides, case studies and exercises. All delegates will receive a certificate on the day of the course confirming attendance.
Overview
This two-day course is about helping participants to develop the essential attitudes, skills and practices for interacting positively with customers in a sales situation. It covers those skill which are applicable in sales situations over the telephone or face-to-face.
Selling today is becoming increasingly challenging. This is because of a number of forces including the increasing use of more complex technologies, the globalisation of the marketplace for goods and services and increasing competition. As a result customers can more easily compare the available offerings – both in terms of product specification and price and it can be difficult to differentiate your product in the marketplace. Customers have, therefore, higher expectations of sales people than ever before.
Therefore – to be successful – salespeople need to be able to do more than just describe the features and benefits of the product – they need to focus on really understanding the customer's needs and establishing long-term mutually beneficial relationships.
Training objectives
This course will help participants:
- Apply the necessary skills and attitudes to advance the sales process more rapidly and increase the success rate from lead to sale closure
- Advance their sales situations by using a customer-focused approach as opposed to a product focus
- Develop a comprehensive first sales call plan and questioning strategy for an existing customer/account
Audience
This two-day course is designed for new and experienced salespeople who need to apply a customer-focused approach to selling in order to be successful.
Format
'Essential Customer Focused Sales Skills' uses a variety of delivery approaches to ensure learning and application. These include a short introduction to each element, which is then explored through discussion and examples. Each individual element may then be explored further through exercises and role-plays – allowing participants to practice the particular skill receiving feedback on their performance. In addition, participants apply what they have learnt to a real customer situation.
We recommend that the group be limited to 12 participants if maximum benefit is to be had from the day.
Day One
- Introductions and course objectives
Module 1: An introduction to customer focused sales
1.1 The core principles- Customer not product
- Involving the customer
- The customer sets the pace
1.2 The customer focused sales process - The customer's buying stages
- A practical working framework
Module 2: The essential selling skills- Building rapport with the client
- Effective communication skills
- Effective questioning skills
- Demonstrating effective listening
- Identifying and understanding the customer's needs
Module 3: Handling objections - A comprehensive process for resolving difficulties and handling difficult sales situations
Module 4: A model sales call - 4.1 Opening and concluding sales calls
- A model opening
- Concluding statements
4.2 Advancing the sale – capability statements - The importance of capability statements
- Some examples of capability statements
- Developing capability statements
- Using capability statements
Day Two
- Module 4: A model sales call
4.3 Advancing the sale – creating a sense of urgency
- Defining and identifying clear customer needs through gap analysis
- The key questioning areas to highlight the consequences of not taking action
- Exploring the benefits of taking action
- Developing and implementing a comprehensive questioning strategy
4.4 Advancing the sale – providing and exploring options - Creative tools for generating options
- Establishing criteria for options
- Analysing the options
4.5 Advancing the sale – presenting solutions- Explaining product features and benefits
- Linking features and benefits to identified customer needs
- Preparing an effective client presentation
4.6 Advancing the sale – closing- Guidelines for closing a sale
- Delivering an informal client presentation – role-play
- Developing an effective closing statement
Module 5 – Overview of the commercial aspects of selling- The importance of targets
- The importance of selling to make profits
Conclusion - Course review/discussion
- Close
© Eureka HR Solutions and speaker
Overview
This one-day course is about providing you with the processes and skills to deliver a consistently excellent level of service to the customer (both internal and external and over the telephone or face-to-face) at each interaction.
In today’s customer-focused world, service is a critical driver of customer retention and business growth. A key to ensuring customer satisfaction lies in creating a good experience for customers on a consistent basis – every time they call or visit you. By consistently delivering high levels of customer service, effective organisations go beyond customer satisfaction, ultimately ensuring customer loyalty and retention.
Training objectives
This course will help participants:
- Describe how the basic principles of customer service help them achieve excellence in customer service
- Identify customer needs and expectations
- Apply a reliable process for handling customers
- Demonstrate service recovery skills in difficult customer situations
Audience
Anyone whose job involves interacting with customers in a service situation
Format
Achieving excellence in customer service uses a variety of delivery approaches to ensure learning and application. These include a short introduction to each element, which is then explored through presentation, discussion (sometimes in small groups) and various experiential activities. Each individual element may then be explored further through exercises – allowing participants to practice the particular skill receiving feedback on their performance. In discussion, the participants can then decide the relevant application in the workplace and to their particular situation.
We recommend that the group be limited to 12 participants if maximum benefit is to be had from the day.
- 1 Introduction and course objectives
-
2 The importance of customer service- Definition of a customer
- What does good customer service look like
- The impact of customer service on business results
- The basic principles of good customer service
3 What customers expect from their service providers- Understanding your customer base
- Understanding what your customers value
4 The client focused system – logic and emotion- Product/service
- Delivery
- Relationships
- Image
- Culture
5 Delivering good customer service- The four stages of customer interaction
- Receiving/Greeting
- Understanding
- Helping/Delivering
- Retaining
- The skills, attitudes and behaviours required at each stage
- Preparing for customers
- Welcoming and assuring
- Effective communication – face-to-face and by telephone
- Effective listening
- Effective questioning
- Providing options
- Involving the customer
- Reaching agreement
- Retaining
6 Service recovery - Handling difficult customer situations
7 Conclusion - Course review/discussion
- Close
© Eureka HR Solutions and speaker
Overview
Customer service has grown in its importance for achieving business success in recent times. Consistently exceeding customer's service expectations can represent a strategic source of competitive advantage for companies. In addition, organisations are looking more and more to their customer service channels as potential sources of new revenue. However, service providers’ attempts at selling can backfire if they do not have the necessary skills and knowledge to carry out this additional activity successfully
This one-day programme provides the skills, knowledge and attitudes that those delivering customer service need in order to be able to generate new sales opportunities from incoming service requests.
It does this by providing participants with the skills to recognise and act on opportunities to sell additional products and services in order to increase customer satisfaction and involvement and build lasting relationships.
Training objectives
This course will help participants:
- Treat selling as an extension of providing excellent customer service
- Recognise opportunities to sell additional products and services that meet customer
needs
- Offer customers additional products and services in a manner that encourages them
to buy
Audience
This programme is designed for service providers who handle inbound calls, as well as their managers and supervisors.
Completing the one-day 'Achieving Excellence in Customer Service' programme is a requirement for participating in 'Achieving New Sales through Service'. Otherwise this programme would need to be amended to achieve the stated objectives.
Format
'Achieving New Sales through Service' uses a variety of delivery approaches to ensure learning and application. These include a short introduction to each element, which is then explored through discussion and examples. Each individual element may then be explored further through exercises and role-plays – allowing participants to practice the particular skill receiving feedback on their performance. In addition, participants apply what they have learnt to a real customer situation.
We recommend that the group be limited to 12 participants if maximum benefit is to be had from the day.
- Introduction and course objectives
-
Module 1: Introduction- Excellence in customer service as the foundation for achieving new sales
- What is selling in the context of customer service – the dos and don’ts
- The core sales principles
Module 2: The transition to selling- Listening skills to uncover additional opportunities to meet customer needs
- Choosing the right time
- Making the transition successfully
Module 3: Advancing the sale- Providing information with flexibility
- Features and benefits
- The undecided customer and appropriate questioning techniques
- Providing and exploring options
Module 4: Closing the sale- Guidelines for closing a sale
- Developing an effective closing statement
- Retaining the customer
Conclusion- Course review/discussion
- Close
© Eureka HR Solutions and speaker
