Sales - Ensuring Customer Satisfaction

Duration: 2 Days
Time: 8:30am-4:00pm

Customer satisfaction is the key to customer loyalty, retention and referral business. By understanding the wants and needs of your customers and closely monitoring satisfaction levels, you will be a lot closer to ensuring their loyalty and repeat business than your next best competitor. This course is a must for all organisations and departments. If you aren’t committed to measuring customer satisfaction and responding appropriately, you will lose existing customers faster than you think.

WHO SHOULD ATTEND

• All staff in a sales or service environment
• Sales Executives
• Key Account Managers
• Sales Managers, Operations Managers
• Small Business Owners
• Anyone wanting to start their own business

HOW YOU WILL BENEFIT

• Acquire skills that allow you to demonstrate your commitment to the customer, ensuring repeat business
• Earn the right to be remembered – customers remember and trust organisations that excel in customer service, making it easier for you to sell to them again…and again
• Refresh your knowledge on the 6-step sales process
• Learn how to reach out to your customers and ask the right questions – giving you a head start in any improvements that need to be made -
• Learn how to monitor customer orders, as well as the procedures and processes involved, ensuring sales team follow-up on orders placed
• Acquire after sales service skills, building long-term relationships with customers and growing your business

WHAT WILL BE COVERED

• Sales management functions
• Sales in the industry, the product and the industry role players
• Sales process
• Using product knowledge in the sales process
• Methods and techniques to deal with customer needs and requests
• Know Your Customers' Needs
• Communicating with customers
• Becoming an Active Listener
• Clarifying and confirming
• Monitoring verbal and written orders
• Check the elements of the sales process
• Manage assessments of the competitive environment
• Check customers' needs identified, and goods and/or services offered
• Monitoring add-on opportunities identified and communicated to customers
• Monitoring orders clarified, and details recorded
• Monitoring completion and the administration of orders' procedures and documentation
• Monitoring confirmation and distribution of orders
• Variances in identified orders and taking corrective action
• Ensure sales team follow-up on orders placed
• Perform assessments of the competitive environment
• Competitor analysis
• Monitoring product and service support provided
• Monitoring opportunities for feedback from all stakeholders to maintain and improve customer satisfaction and relationships
• Improving customer satisfaction