Turning Service into Sales Training

Frequently, customer service exchanges reveal additional customer needs – if you are paying attention.

For example, a call centre operator answering queries about a customer’s electricity invoice could learn that their central heating system needs replacing or is functioning poorly, and the company’s latest energy-efficient residential heating system could be a perfect solution. Alternatively, a customer collecting their car from being serviced at a dealership may mention that their child is reaching the age to start driving, and the dealer’s latest flexible finance may just be the answer for the child’s first car.

Imagine how revenues, in addition to customer satisfaction levels, would increase if all those indicators of supplementary needs were instinctively met with suitable products or services.

Turnkey Solutions Ltd’s Turning Service into Sales course trains customer service agents in any sector of business, how to turn passing comments into new business by learning the methods, skills, and ability to have exceptional sales interchanges and solicit a sale.

Course participants learn a Turning Service into Sales structure, which teaches how to use consultative conversation skills to address the primary need, such as a query with an invoice. Based on the verbal and nonverbal indicators, course participants learn to focus on and investigate the customer’s supplementary needs and then convincingly present the appropriate solution, overcome objections, and solicit the business. The structure is deployed in individually tailored situations, which give course participants real-world practice in developing customer service interactions into additional business while surpassing customer expectations.

• Increase the chances of adding value to every customer service engagement
• Improve sales and customer satisfaction levels
• Turn a conventional service-only environment into a service and sales environment

• Deliver a Turning Service into Sales Structure that provides a common language and process for surpassing service expectancies by fulfilling supplementary needs
• Grow skill and ability to execute the most problematic areas of the sales process, such as the evolution of the dialogue from service to sales, investigating and confirming the supplementary need, overcoming objections, and soliciting the business