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.

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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

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.

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.

Blended Training

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.

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.

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.