If your employees haven’t experienced it already, the day will come when they will lose a sale. Maybe they didn’t know their product as well as they could, they weren’t as friendly as they should have been, or perhaps the customer just didn’t like their style.
Can You Help Me? is a complete retail sales training program that can help reduce those problems and teach your employees valuable tips to increase the number of sales and satisfied customers!
A good relationship between successful salespeople and their customers is built on trust. This major element of sales success is highly emphasized in the program. With this video, you can promote two qualities of trust in your salespeople—trust in their own abilities to satisfy a customer’s purchasing needs and trust that results from the customer/salesperson relationship.
Key Training Points
Know your products
Greet customers with a sincere smile
Discover and meet customer wants and needs consistently
Present benefits before features
Overcome objections
Learn the six most vital steps of selling
Close the sale
Make slow days productive
Define the two kinds of trust that make salespeople successful
Length: 23 min. Includes Training Leader’s Guide and Customer Service Excellence: It’s In the Details book Closed Captioned
Richard C. Whiteley argues that the final customers who ultimately accept or reject your products or services do not determine quality. Instead, customers all along the value chain determine what quality is. In this video-based training program, Whiteley shows viewers:
How to identify areas needing improvement;
Opportunities to maximize performance by minimizing waste;
A blueprint for instituting customer driven quality as an organization-wide operating strategy.
Using case study examples and interviews with top management, line personnel and customers of successful companies, Whitely demonstrates how to build the internal commitment that is crucial to a successful quality program. He also shows that the ability to hear the voice of the customer is the first step toward change and growth. Featured corporate exemplars include: Saturn Corporation, Pepsi Cola, British Airways, MBNA America, and David Weekly Homes. A 60-minute "Short Cut" version is available. Co-produced with Nathan/Tyler. 97 min. Includes Senior Manager's Guide, Participant's Manual and Facilitator's Handbook.
As our economy gets tougher, and more service oriented, your company’s “front line” employees become more and more valuable. Through a series of connected and humorous scenes, this training video demonstrates good and bad customer service practices.
Viewers follow a director as he shoots various scenes for a customer service film. Each scene illustrates how customer service mishaps can cause enormous problems. The program ends with a positive example of excellent customer service.
While the video focuses on specific customer service practices, it also stresses the need for every person in a company to maintain a customer service attitude. Finally, perhaps its most important message is this…customers who receive bad service are likely to tell at least ten other people of their bad experiences. Bad news travels quickly, indeed.
Key Training Points:
Use six customer service skills for solving customer problems
Identify with the customer and put themselves in the customer’s place
Identify positive behavior that will maintain goodwill and retain customers
Recognize and refer to management those problems which they cannot solve on their own
A round-robin format focuses on the underlying attitudes and skills of effective customer service, emphasizing that customer service is effective ONLY when the customer thinks it is. Shows how excellent customer service results in job satisfaction. Designed for front-line people whose effectiveness depends on the customer service skills illustrated; however, anyone with external or internal customers will benefit. Co-produced by Salenger Inc.
13 min. Includes Leader's Guide and Participant Workbook.
Customers, especially angry ones, can make or break your business! If they are not treated with care, they can hang up and take their business elsewhere--or worse yet, advise others to do the same. If an employee becomes defensive while dealing with an angry customer, the situation could become a major problem.
Avoid potentially damaging confrontations on your service lines! This dramatic video shows employees how to deal with angry customers and solve their problems with tact and concern.
How-To Training Points:
How to calm a customer, express concern, and uncover feelings and needs
How to exchange mutual feedback and find alternative solutions
How to agree on a solution that will build trust and loyalty
