Training Course Selling for Non-Sellers

Customers like to talk to technicians and after-sales staff whose sense of service they appreciate. Because they are credible and, although they most often do not want to be salespeople, they can listen, understand, advise and become the company's second sales force. They just want to influence with integrity.
More than a watered-down version of a programme that would be given to inexperienced salespeople, the aim of this training is to motivate and prepare technicians, after-sales and service staff to listen to and advise our customers in a less "commercial" way, but one that is useful and complementary to the work of the sales force.

Develop an understanding of the sales process and how non-salespeople can contribute to it with integrity
Identify new opportunities that can be passed on to the sales force
Further improve the customer experience and strengthen the sales-service synergy

Make non-salespeople aware of the positive role they can play in sales, that they can influence with integrity and further increase customer satisfaction through listening, analysis and relevant advice
De-demonise sales techniques, translating them into natural and honest communication techniques that improve the customer relationship
Know how to read and adapt to the psychological and behavioural profile of the customer
Know how to listen, question, analyse and reformulate
Know how to create the expectation of advice
Know how to present advice and argue for it
Adult communication and handling objections
Know how to deal with a complaint
Train non-salespeople in role-playing concrete cases
Structure interviews with the dual aim of meeting technical expectations and identifying commercial opportunities during a service interaction
Obtain commitments from the customer without pressure

Role-playing to make each person aware of his or her practices that need to be improved
Inductive facilitation to encourage active participation
Individual coaching during the training
Personal action plan