Sales Skills: Selling Services and Solutions

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Course Overview

Commoditisation and market maturity often drive organisations to seek differentiation through either after-sales service by augmenting their product offerings, or through the nature of service offered to customers. This creates the need for a different sales approach and, in some cases, changes in the involvement of different parties in the selling and buying teams.

This in-depth course will help those involved in developing client solutions and selling services or service-based products to understand how to approach the sales process.

Audience

All who sell services including product based services, both full time sales people and those technical specialists (such as engineers, designers and research) who only occasionally get involved with customers. Particularly relevant to organisations in commodity markets augmenting their product-offerings through after-sales services or increasing the level of service and value-added for customers.

Skills Gained

Clients will recognise what they actually want and more readily accept the solutions you propose. Powerful closing techniques introduced on this course will have a direct effect on customer profitability. Furthermore, by developing solutions based on a sound understanding of the customer's business, new customer acquisition will become more successful and customer retention will improve.

Experienced salespeople attending this course will benefit from fine-tuning their skills and increasing their sales and relationship management effectiveness by adopting new, consultative approaches. Technical experts, now involved in the sales process or part of the service providing a source of differentiation, will benefit from enhanced skills and increased confidence in customer facing situations. All attendees will be able to recognise the ways to maximise the benefits and selling points of the service they offer.

You will learn how to:

• Follow the sequence of your sales process
• Set objectives for every call
• Understand buyer profiles and adapt the sales approach to different buying attitudes
• Control client meetings with introductions and effective questioning techniques
• Anticipate and overcome objections from clients by working up strong answers to each
• Develop rapport through reading and using body language and interpersonal skills
• Understand the principles involved in successful negotiating
• Prepare sales orientated proposals and present them to clients
• Recognise the importance of closing and when to initiate it

Course Outline

• The sales process relating to services
• Understand why clients select service providers
• Recognising behaviour profiles and adapting the sales approach to different buying motives
• Introductions and effective questioning techniques
• Uncovering real needs and establishing client benefits
• Key Account Management when selling service
• Anticipating and overcoming objections by working up strong answers
• Importance of recognising when and how to close
• Developing rapport with customers through neuro-linguistics, body language, and interpersonal skills
• Understanding and practicing successful negotiation of service and solution

Sales Skills: Selling Services and Solutions / 0084