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.

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.


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.


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.


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


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


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


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

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.

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.