Sales Through Service

Business Challenge

Customer service has grown in business importance and, now more than ever, it represents a strategic source of value. Seeking top-line growth, more organizations are looking to their service channels as potential sources of revenue. Service providers trained primarily to handle service transactions are being asked to consult with customers on their needs and to offer them additional products and services. However, attempts at cross-selling can backfire if they are not made skillfully.

Sales Through Service

Sales Through Service provides the skills and knowledge service providers need to turn incoming service requests into revenue-building opportunities. It teaches the skills and attitudes that high-performing service providers use to involve customers in the decision to purchase additional products and services that meet their needs.

Key Content

Using highly interactive skill practice and peer advice exchange, Sales Through Service focuses on the following content:

• A review of core service concepts in a high-energy game
• Nine dos and donts of cross-selling, based on Forums research on what makes customers open to making additional purchases from service providers
• Three driving principles that high-performing service providers use to advance sales opportunities
• A reliable, memorable service-to-sales process, featuring skills for perceiving a sales opportunity, transitioning to a sales conversation, and advancing the sale
• Techniques for involving customers in the sales conversation, increasing their level of interest, and consulting with them on their unique needs
• A method for successfully asking for the business and closing the sales transaction
• Tools and follow-up learning activities for reinforcement and skill application on the job

Target Audience

Sales Through Service is for service providers who handle inbound service requests. It teaches service providers to resolve the incoming service request first, and then transition to a sales conversation, if appropriate. Sales Through Service has succeeded in a wide range of industries and situations, including telephone providers, new hires, service technicians, retail and hourly staff, and professional personnel.

Outcomes

Participants in Sales Through Service will be able to:

• Treat selling as an extension of proactive, customer-focused service
• Recognize opportunities to sell products and services that meet both stated and unstated customer needs
• Offer customers additional products and services in a manner that encourages them to buy

Delivery Options

• Classroom: 1 day, followed by on-the-job skill application and reinforcement
• Modular Classroom: 8 hours divided into 30- to 90-minute units, delivered over the course of several weeks
• Custom Blend: Learning experience customized by Forum to meet your unique needs

Sales Through Service can be delivered as part of a service learning system that includes Managing Service Excellence, Forum's core program for service managers. It can also be combined with Forum programs for salespeople, sales teams, and sales managers.

Prerequisite

Participants in Sales Though Service should have first completed Achieving Service Excellence, a Forum program that teaches a fundamental service process and related skills.

If your organization has already standardized a fundamental service process, Sales Through Service can be customized to reflect that process.

For More Information
Please call 1-800-FORUM-11 or visit us at www.forum.com.