Frontline Service and Upselling
What is this course about?
To inform frontline and service or sales counter delegates on how to provide superior service in an in-house sales orientated environment, maximizing customer care in the interest of gaining customer loyalty. This frontline service and upselling course is highly practical and the workshop is highly generic catering for all industries
Key content covered
Attitude and Aptitude
What it is all about. How to maintain a good attitude in times of stress
Determining Your Personal Vision
Identifying what it is that motivates you and identifying how much of that the client actually provides - a highly motivational module
Customers - their expectations
What do clients expect from us?
Emotional vs. Necessary Purchase
Identifying the different buying attitudes and the different techniques one can use to encourage more spending
DISC Approach from an Upselling Perspective
How to sell to which personality type
Simple Actions - Huge returns
Do sweat the small stuff when it comes to customer care
Major Do's and Don'ts
Understanding our multicultural society
Practical Tools for Dealing with both Easy and Difficult Clients
Communication tools to ensure that we are getting the full story across
Ensuring the Referral
Small but effective ways to get your clients to be your best sales people