The Sales, Marketing, customer care Skills Training program is designed for individuals who want to gain a thorough understanding of the principles and practice of marketing and sales. Ideally suited for sales and business development executives, this course offers a superb grounding in the practice of these two disciplines. Sales, Marketing, customer care are important skills which allow you to engage with all types of people and buyers. Marketing provides you with the skills to increase brand awareness, develop your target market, as well as create the necessary leads and enquiries through targeted marketing campaigns. The key to success in any business is sales and during the course there is a strong focus on developing your sales skills, so that you can apply what you learn to your current position.
By the end of the program, participants will be able to:
- Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
- Build a customer focused culture.
- Identifies the marketing tactics you will use
- Allows you to build a marketing plan and measure its effectiveness
Marketing
- Introduction to Marketing
- Marketing environment
- Macro and Micro Environment
- Consumer buyer behavior
- Market research process
- The Marketing mix,
- Market Segmentation, Targeting Consumers
- Positioning Products & Brands
- Market segmentation, targeting and positioning
- Developing a marketing plan
- Product & Services Branding
- Consumer-Brand relationship
- Brand equity and value
- Pricing decisions
- Developing and implementing marketing programs
- Internet: Managing & Marketing web-sites
- Cyber Marketing
- Direct Marketing, Sales Promotion, Customer Service
- Marketing Distribution and channel decisions
- International Marketing
Section 2: Sales
- Managing a sales territory
- Identifying and targeting new business
- Personal selling, Identifying and targeting new business
- Exploiting new areas of opportunity
- Defining call objectives, Time/territory management & Journey Planning
- Planning and prioritize meetings
- Sales Milestones, Identify various milestones that lead to your objective
- Sales Situations & Selling Styles
- Sales Strategies, Self-Analysis
- Sales Preparation & Research
- Information Gathering - Questioning Techniques
- Sales presentation skills and stages in the sales process
- Structured Sales Model
- Sales People with the wrong approach
- Getting Attention & Opening the call
- Prospecting and Business development
- Sales presentation skills and stages in the sales process
- Opening the Call, Investigating customer needs – asking the right questions
- Use effective questioning and listening techniques to uncover customer needs
- Analyzing your Offer, How to answering customer objections
Section 3: Customer Care
The business case for customer service excellence
- Why excellence in customer service is a hot business boardroom issue
- Understanding what your customers expect
- Benchmarking for competitive success
- Meeting and exceeding changing customer expectations
- Assessing your organizational culture for customer service focus
- Core foundations for building a customer centric culture
- Overcoming obstacles to customer service excellence
Improving customer service standards
- Showing your customers you are serious about providing customer service excellence
- Resolving customer service challenges positively
- The six hats problem solving approach
- Shifting perceptual positions
- Resolving complaints, disputes and conflict
- Role modeling top performers in customer service.
- Moving closer to the customer - rapport skills to build better relationships
Experienced Marketing, sales, and customer care professionals interested in further increasing their marketing and sales skill levels.