Critical Service and Sales™ Skills

Today’s service professionals need to learn how to engage with modern buyers and use new skills to create the ultimate customer experience.

 

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Develop Your Service Team with Critical Service and Sales Skills.

Today’s modern buyers are more demanding, have greater expectations and require a higher level of service. To meet and exceed these expectations, your team needs Critical Service and Sales Skills.

Critical Service and Sales Skills is a proven service methodology that teaches service professionals how to quickly connect and build trust, identify the service need, enhance the relationship, uncover hidden sales opportunities, and dramatically improve their effectiveness in delivering a high-value customer experience.

Key Benefits of Critical Service and Sales Skills

After completing this program, your service team will be able to:

  • Quickly create connections, build trust, and create a positive customer experience
  • Achieve the coveted status of “Trusted Advisor,”  exceed customer expectations, and create customer loyalty
  • Identify hidden sales opportunities by going beyond the surface to discover what is most important to the customer
  • Expertly determine when best serving the customer includes introducing solutions that enhance the customer experience
  • Reduce the number of objections and dissatisfaction from customers by adopting a disciplined Critical Service and Sales Skills approach

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Program Objectives of Critical Service and Sales Skills

Program objectives include:

  • Determine the difference between a typical service professional and that of a Trusted Advisor
  • Warmly greet customers, create rapport, offer to help, and set a positive tone for the customer experience
  • Demonstrate attentiveness towards the customer using acknowledgment, appreciation, and assurance
  • Utilize appropriate questioning and active listening skills to thoroughly uncover customer needs
  • Recommend solution(s) by presenting product and service benefits specifically tailored to customer needs
  • Effectively close the service interaction through a personalized wrap-up
  • Handle objections and customer concerns using a four-step methodology designed to uncover and address the customer’s true concern while maintaining trust and credibility as a Trusted Advisor

Why Does Customer Service Sales Training Matter?

Any business seeking long-term success and viability needs to bolster its sales and customer service training efforts for several reasons.

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Supporting Services

Leverage the full scope of Janek’s solutions to drive immediate and long-term results. Contact us to learn more about these services.

Customization

Let us adapt this program for your team’s specific needs, industry, vocabulary, and culture.

Reinforcement

Take advantage of our turn-key and hands-on training reinforcement solutions.

Measurement

Validate training effectiveness in terms of performance improvement, business results,  and ROI.

Xpert

Use a technology solution to reinforce training in a convenient and fun format.

Download Critical Service And Sales Brochure

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More information about the Critical Service and Sales Skills program is available in this downloadable PDF.

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Critical Service & Sales™ Skills FAQ

Which team members in your organization will benefit from Critical Service and Sales™ Skills?

Critical Service and Sales Skills is made for members within your organization who frequently interact with customers with an opportunity to cross-sell and upsell other products and services. This can include Customer Service Representatives, Technical Support Representatives, Project Managers, and other team members.

It is also an effective training program for retail sales representatives who need to make quick connections by welcoming customers and delivering an excellent customer experience while looking for sales opportunities.

How do you ensure the skills delivered in Critical Service and Sales™ Skills become permanent behaviors?

We understand how critical it is to reinforce service and sales training to protect your investment. We offer a range of reinforcement and sustainment options to achieve optimal skill improvement and behavior change. Some of our reinforcement offerings include Xpert, Sales Coaching, Critical Sales Coaching Skills, and TOPS.

Can Critical Service and Sales Skills™ be tailored to your unique organization and situation?

Yes, Critical Service and Sales Skills, along with all our other sales training programs, can be fully customized to truly reflect your sales organization and to strategically align with your business and training objectives.

Has Critical Service and Sales™ Skills won any awards?

Critical Service & Sales Skills won a coveted Brandon Hall Group Excellence in Sales Performance Award in 2021 in the category “Best Unique or Innovative Sales Training Program.” To learn more about this award, please click here.

What is a “Trusted Advisor” and how would it benefit your service staff?

A trusted advisor is someone who serves as a strategic partner to the customer. Service professionals are often the first interaction with potential new and returning customers who seek advice. It’s important for service professionals to quickly win trust and be able to identify upsell and cross-sell opportunities that could benefit these customers.

What industries should utilize customer service sales training?

While any business can benefit from better customer service training, it is especially helpful in these industries:

  • Retail: Developing robust retail customer service skills can enhance the store personnel’s ability to handle inquiries, resolve issues and make targeted product recommendations.
  • Financial services: Training can ensure financial advisors provide accurate information and handle transactions securely, which helps build trust and establish long-term relationships.
  • E-commerce: Online selling platforms can differentiate themselves and outshine the competition by delivering superior customer support in crucial areas like ordering, shipping and processing returns.
  • Technology and software: Effective customer service training enables representatives to deliver valuable technical support to users who might not be familiar or comfortable with complex technological products.
  • Transportation/logistics: Appropriate training allows staff members to manage various scheduling and tracking tasks and resolve package delivery issues promptly.
  • Insurance: Agents and brokers can explain complicated insurance policy language and concepts more clearly to improve their clients’ understanding.
  • Automotive: Focusing on service can support automobile sales efforts by establishing trust during the selling process and beyond.