Customer Experience and Sales Training Courses

When teams and individuals communicate effectively, everything….works. Reduce barriers and increase trust and resilience by building staff confidence in face-to-face communication. Bespoke training aids recognition and understanding of the importance of non-verbals and how personal communication styles can help or hinder, and can be adapted.

• Communication barriers
• The 4 psychological fears
• Communication styles
• Adapting your style
• Communication techniques – verbal and non-verbal
• Empathetic listening and dynamic questioning
• Staying assertive

Understanding cultural differences in the global sales environment is critical to your salespeople’s success. Developing their intercultural communication skills and knowledge of the sales and negotiation techniques of different cultures and nationalities, will help them to ensure relationships are as effective and rewarding as possible. Bespoke courses include:

• The impact of language and cultural differences on the sales environment
• Communication techniques in international sales
• Effective sales questions
• A global mindset
• Culture and its impact on sales
• Delivering on different cultural expectations
• Perceptions of time across cultures and the impact on sales cycles and timelines

Refresh and revitalise your sales teams with a bespoke sales training programme that’s designed to lift their skills and motivation. Our sales experts use learner-centred and coaching methodologies to provide top tips to make a difference to success rates and relationships straight away. Stripped-back sales skills with sensational results, a bespoke course may include:

• Applying the steps of any sales cycle to your market
• Communication and relationship building
• Qualifying and questioning skills
• Prospecting and pre-call planning
• Making a pitch
• Emotional intelligence in sales
• Objection handling
• Closing the deal

Customer service just isn’t enough. Customer experience is where the secret to success lies. Build a loyal and fruitful customer base by learning how to design frictionless processes and build empathetic and solution-focused services with our bespoke courses, which include:

• Customer service vs customer experience
• The changing nature of customers and how to stay ahead
• Customer needs vs customer expectations
• How our behaviour affects those around us and how to use the power of influence
• Communicating with customers positively and effectively
• Moments that matter
• Building trust and integrity
• What to do when things go wrong

Give your customer-facing managers the skills to keep your customer service team motivated, on track and delivering exceptional levels of support. A bespoke course designed for your staff might include:

• Who are our customers?
• The manager as role model
• Effective communication
• Assertiveness
• Motivating teams and individuals
• Managing complaints
• Coaching staff for improved performance

Your grumpiest customers can become your biggest advocates if you solve their problems quickly, effectively and permanently. We supply the top tips for dealing with tricky customers so your teams can create positive outcomes from every interaction with some simple techniques that make a difference to relationships straight away. Bespoke courses include:

• Customer needs and expectations
• Communication styles and how to influence them
• Assertiveness
• The 4 psychological fears
• Dealing with difficult customer behaviour
• The power of your behaviour
• Five steps to customer problem solving