Sales Skill Building

  Customer-Oriented Selling - Classroom


For: New and experienced salespeople, sales managers, and marketing personnel

This course teaches a consultative process for developing understanding and agreement between the customer and your salespeople throughout the sales process.

It is a logical, non-manipulative approach that works. The course develops proven selling skills while teaching salespeople to be responsive a consultative individual sincerely interested in helping to achieve the business objectives of their customers with your products or services.

The flexibility of one-, two-, and three-day implementation options enable you to tailor the delivery of Customer-Oriented Selling to your specific audience.

Why Customer-Oriented Selling is Different
  Customized role-plays developed around your customers, products, and services
  One-, two-, and three-day implementation options
  Level one, two, and three measurement options
  Custom video option
  Coaching for Results, a one-day management reinforcement program
  Two-hour Skill Builder workshop for infield follow-up

Objectives
Upon completion of the course, sales managers will be able to do the following:
  Learn to determine the customer‘s objectives and situation factors
  Understand and use the key customer-focused communication skills
  Prepare for and learn from each sales call through pre- and post-call analysis
  Conduct sales calls using a proven four phase customer focused sales process
  Effectively handle obstacles without feeling uncomfortable or adversarial

Course Length and Format
The core program is a two-day, interactive workshop designed for 6 to 18 participants. One- and three-day versions are also available.

This course develops improved coaching skills through a carefully developed series of activities that include:
  Facilitator presentations and skill modeling
  Readings
  Video modeling
  Group discussions and problem-solving exercises
  Extensive application of the skills and concepts to your sales environment
  Multiple pair practices, table group, and role play exercises built around your products or services
  Immediate feedback and critique of the participants’ use of the skills and techniques
  Video vignettes of real world comments and tips from successful salespeople in various industries

Course Content

Unit 1: Introduction to Customer-Oriented Selling
Provides an overview of the Program content and sales process

Unit 2: Focusing on the Customer
Introduces concepts that are the foundation of Customer-Oriented Selling:
  The customer’s perspective described by customer situation factors and customer objectives
  The customer-focused skills of questioning, listening, and verifying

Unit 3: The Customer-Oriented Sales Process
Covers the steps in each of the four phases of the sales process. These phases include:
1.  opening the call
2.  determining customer objectives and situation factors
3.  presenting recommendations using the objective-benefit-feature (OBF) concept
4.  obtaining customer commitments
Customer-focused skills, taught in Unit 2, are reinforced throughout this unit. Role-plays customized to your sales environment are a key activity in this unit.

Unit 4: Managing Sales Obstacles
Covers the processes and skills used to identify four types of sales obstacles. Participants are taught how to respond to these obstacles and then return to the sales process.

Unit 5: Customer-Oriented Selling Call Planning
Call Planning applies the ideas, skills, and terminology learned in Units 1-4 to plan upcoming calls. The Customer-Oriented Selling Call Planning covers developing a customer profile, outlining a call plan, and conducting post-call analysis. This unit also contains an optional Final Role-Play Exercise.

Course Materials

Facilitator Guide
Provides step-by-step instructions on how to facilitate the workshop. The guide includes overhead transparencies or a PowerPoint Presentation.

Participant Workbook
Contains:
  readings on the key concepts of Customer-Oriented Selling
  directions and formats for individual and group activities
  review material to use in the field as a reinforcement

Video
Provides examples of Customer-Oriented Selling skills in realistic selling situations to which your salespeople can relate. Workshop participants analyze and discuss the video examples. The video also contains comments and tips from sales professionals in various industries.

Role-Play Booklets
Contains instructions and worksheets for conducting role-play activities.

Worksheets
Includes customer profiles and call planning worksheets which are used during the program and which may be photocopied to use in the field.

CUSTOMER-ORIENTED SELLING   (Classroom format only)
Facilitator Kitview items in your shopping cart
add Customer-Oriented Selling - Facilitator's Kit to your shopping ing cart Number: 794092
Price: US$ 1,250.00  (Retail US$ 1,500.00)

Participant Workbook add Customer-Oriented Selling - Participant's Workbook to your shopping cart
Number: 794095
Price: US$ 240.00  (Retail US$ 330.00)

Return to the general information page for all Sales Skill Builders classroom format courses


If any of these products are not exactly what you want, please place an inquiry.
Tuesday, October 07, 2008

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