Critical Service and Sales Skills | Janek Performance Group

Critical Service & 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.

Contact Janek to get started

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

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

Sales Training Delivery Options

Critical Service and Sales Skills can be delivered in a variety of ways:

Onsite Instructor-Led Sales Training

This classroom delivery option allows for a comprehensive learning environment equipped with role plays, case studies, group discussions, and other interactive activities enabling participants to easily transfer new skills from the classroom to the real world. Learn more.

Virtual Instructor-Led Sales Training

Different from typical, self-paced e-learning environments, our online option is delivered by a live Janek facilitator, enabling participants to experience the same level of interaction they would in a physical classroom, utilizing technology. Learn more.

On-Demand, Blended Learning

This delivery method combines the ease of e-learning modules with traditional face-to-face teaching and allows participants to learn at their own pace while providing the benefits of group interaction and individual instruction. Learn more.

Train-the-Trainer

Our Train-the-Trainer option will certify your internal training staff on the skills, processes, support tools, and methods necessary for the highest quality ongoing, internal delivery. Learn more.

Janek’s training implementation approach

Our training implementation is guided by a proven world-class approach.

Analyze & Plan

Before we deploy training, we take time to understand the current state of your organization. This situational fluency enables us to plan for successful training implementation.

Tailor & Prepare

With a foundational understanding of your organization, we can customize our services and materials to ensure our training delivers the greatest possible results. While we prepare the training, we’ll also help make sure everyone on your team is ready to receive it.

Learn & Practice

Janek training gives your managers and salespeople the opportunity to learn new skills and practice them in group workshops and role-playing sessions. We offer flexible training delivery — choose between instructor-led classroom, instructor-led online, train-the-trainer, eLearning, or a blended approach.

Assess & Report

Post-training, we take the time to understand the outcomes of our work together, then report on performance improvements and ROI. We’ll use this opportunity to identify any new roadblocks that have arisen and create a plan to overcome them.

Sustain & Reinforce

Research shows that without reinforcement, 87% of new knowledge and skills are lost within 90 days. Janek offers several options for training sustainment that transform short-term improvements into long-term solutions, including Xpert (our desktop and mobile app), TOPS (a sustainment playbook for managers), and ongoing sales coaching.

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

Download the brochure

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

Download

Training Programs for Sales Professionals & Sales Leaders

Sales Team Development

Core Skills

Critical Selling® Skills

Gold 2020
Stevie Winner

Our flagship sales training program provides top-performing skills and best practices to master each stage of the sales process.

Learn More

Critical TeleSelling® Skills

An inside sales methodology specifically designed to equip sales professionals on how to effectively engage with customers over the phone, build trust, and close confidently.

Learn More

Critical Prospecting™ Skills

A workshop designed to enable sales professionals with the prospecting and business development skills to build strong pipelines with qualified prospects.

Learn More

Critical Service & Sales™ Skills

Silver 2021
Brandon Hall

A training program designed to equip service, sales, and retail staff to deliver better customer service experiences and identify hidden sales opportunities.

Learn More

Winning at Trade Shows™

A workshop developed for sellers to have more meaningful event and trade show interactions, from the planning stage to post-show activities.

Learn More

Advanced Skills

Critical Account Planning™

A sales training program that equips account executives with the skills, processes, and tools to grow relationships with existing accounts and plan for strategic opportunities.

Learn More

Critical Negotiation™ Skills

Gold 2022
Stevie Winner

A research-based training program to provide sales professionals with the skills, tools, and best practices to handle complex and difficult negotiations.

Learn More

Selling Virtually™

Bronze 2021
Stevie Winner

Selling Virtually empowers sales professionals to effectively engage with prospects and clients in the new remote selling ecosystem and improve productivity and revenue.

Learn More

Selling to the C-Suite™

Selling to the C-Suite equips sales professionals with the unique skills and processes required to gain access and have better dialogues with executives.

Learn More

Strategic Storytelling™ Skills

Leverage stories in sales conversations to better position your solutions and drive momentum towards favorable outcomes.

Learn More

Sales Management Development

Management Skills

Critical Sales Coaching™ Skills

Gold 2023
Stevie Winner

A coaching methodology to empower sales managers to coach, manage, and lead more effectively and drive their teams toward favorable results.

Learn More

TOPS® Reinforcement & Coaching

A proven playbook and toolkit for sales managers to sustain and reinforce our selling skill methodologies through a sustainable reinforcement and coaching plan.

Learn More

Questions about our sales training programs? Let us tailor a training solution that matches your needs.

GET STARTED

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.

Enroll Online

Experience Critical Service and Sales Skills via Janek OnDemand, our self-paced eLearning solution. Enjoy automatic group and bundle discounts upon online enrollment, ensuring you and your team access a comprehensive blended learning experience.