Sales - Ensuring Customer Satisfaction

Customer satisfaction is the key to customer loyalty, retention and referral business. By understanding the wants and needs of your customers and closely monitoring satisfaction levels, you will be closer to ensuring their loyalty and repeat business than your next best competitor. This course is a must for all organisations and departments. If you aren’t committed to measuring customer satisfaction and responding appropriately, you will lose existing customers faster than you think.

WHO SHOULD ATTEND

• All staff in a sales or service environment
• Sales Executives
• Key Account Managers
• Sales Managers, Operations Managers
• Small Business Owners
• Anyone wanting to start their own business

HOW YOU WILL BENEFIT

• Acquire skills that allow you to demonstrate your commitment to the customer, ensuring repeat business
• Earn the right to be remembered – customers remember and trust organisations that excel in customer service, making it easier for you to sell to them again…and again
• Refresh your knowledge of the 6-step sales process
• Learn how to reach out to your customers and ask the right questions – giving you a head start in any improvements that need to be made -
• Learn how to monitor customer orders, as well as the procedures and processes involved, ensuring sales team follow-up on orders placed
• Acquire after-sales service skills, build long-term relationships with customers and grow your business

WHAT WILL BE COVERED

• Sales management functions
  • Sales in the industry, the product and the industry role players
• Sales Process
  • Using product knowledge in the sales process
  • Methods and techniques to deal with customer needs and requests
  • Know Your Customers' Needs
  • Communicating with customers
  • Becoming an Active Listener
  • Clarifying and confirming
• Monitoring verbal and written orders
  • Check the elements of the sales process
  • Manage assessments of the competitive environment
  • Check customers' needs identified, and goods and services offered
  • Monitoring add-on opportunities identified and communicated to customers
  • Monitoring orders clarified, and details recorded
  • Monitoring completion and the administration of orders' procedures and documentation
  • Monitoring confirmation and distribution of orders
  • Variances in identified orders and taking corrective action
  • Ensure the sales team follow-up on orders placed
  • Perform assessments of the competitive environment
  • Competitor analysis
  • Monitoring product and service support provided
  • Monitoring opportunities for feedback from all stakeholders to maintain and improve customer satisfaction and relationships
  • Improving customer satisfaction

 You can view all our courses HERE