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.

Objectives
  • 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

Participants
  • Managers and staff in customer service, technicians, after-sales, etc.
  • 12 participants max.

Prerequisites
  • None

Programme
  • 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

Methodology
  • 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
Let's talk about training.