John Boe International

This sales training seminar is designed to be a six-hour program, but it can be customized into a shorter presentation to fit your time requirements.

Most companies do a fairly good job training their sales force on technical skills and product knowledge, but fall short when it comes to providing training on relationship skills, negotiation principles, and presentation ability. Your sales team will learn the full sales cycle from prospecting, introduction, questions, objection handling, to closing more sales!

Top salespeople and the most successful managers recognize the importance of nonverbal communication in the selling process and have learned to "listen with their eyes." They understand that one of the easiest and most effective ways to close sales is to be aware of their prospect's "buy signals." It is estimated that 70% of our communication is done nonverbally. In fact, studies show that nonverbal communication has a much greater impact and reliability than the spoken word. 

Have you ever wondered why you seem to hit it off right away with some customers, while with others it's more like oil and water? That's because we respond intuitively to the natural chemistry, or lack thereof, between temperament styles. Your sales reps will learn how to accurately identify each of the four temperament styles (Aggressive, Expressive, Passive, and Analytical). Each of these four primary temperament styles requires a different marketing approach and presentation selling strategy. For example, words that would appeal to a person with the aggressive style may alienate and actually destroy rapport with the passive style and vise versa.

Selling is a contact sport and daily prospecting for new business is the key to an organization’s long-term financial success. For the majority of salespeople, business development is without a doubt the most challenging and stressful aspect of the selling process.

• Use body language gestures to make a positive first impression, build trust and rapport... face-to-face or over the phone
  
• Interpret the meaning of key body language gestures such as; interest, critical judgment, deceit, dislike, decision, and disbelief etc.
  
• Identify a prospect's temperament style or "buying style"
  
• Make more sales presentations by using proven communication and persuasion strategies to improve phone calling effectiveness
  
• Uncover a prospect's "hot buttons" and cross-selling opportunities by utilizing active listening and questioning techniques
• Follow a step-by-step process to overcome sales resistance and typical prospect objections such as; "I want to think about it." "It costs too much." "I can get it cheaper from another company."
• Generate new business opportunities by using time-proven techniques to consistently and confidently ask for referrals
  
• Incorporate the selling skills and model best practices of top producers
• Develop a Plan of Action to implement the key points from the seminar
  

• Improved public image of sales team
  
• More positive "word of mouth" advertising from happy customers
  
• Increased market penetration and greater brand awareness
  
• Increased long-term profitability generated from improved business development and sales effectiveness
• Improved cross-selling and up-selling effectiveness
  
• Higher level of sales team morale and reduced employee turnover
• Improved customer satisfaction and retention
  

• Body Language: How to Read Your Prospect Like a Book
• Practical Exercise: The Body Language Quiz
  
• Selling to the Four Temperament Styles
• Enhance Active Listening Skills: How to Listen Like a Homicide Detective
• How to Use Questions to Gain Clarity and Commitment
• Price/Value Formula
  
• Overcome Objections and Close the Sale
• Best Practices for Prospecting and New Business Development
• Developing Your Action Plan for Continous Improvement
  

Customers have high expectations and demand quality customer service from companies they choose to do business with. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. This advanced training seminar gives participants the best practices, communication skills, and conflict resolution strategies they require to provide world-class customer service excellence.

• Identify key components that promote customer loyalty and retention
• Use body language skills to quickly build trust and rapport
  
• Describe the best practices of world-class customer service providers
  
• Deal with difficult or angry customers during conflict resolution and service recovery
  
• Adjust their temperament style to work effectively with their customers
  
• Use questioning skills to uncover customer service requirements
  
• Go the extra mile to exceed customer expectations
  
• Construct a Customer Service Survey to improve service quality
  
• Develop a Plan of Action to implement the key points from the seminar
  

• Improved public image
  
• Best practices for providing world-class customer service excellence
  
• A more productive and streamlined customer service operation
  
• Increased revenue growth
  
• Enhanced communication and interpersonal skills
• Increased customer satisfaction and retention
• Improved conflict resolution and service recovery skills

• Mastering Nonverbal Communication
• Understanding the Four Temperament Styles
• Lessons Learned from the Best and Worst Customer Service Providers
  
• The WOW Factor: The Importance of Going the Extra Mile
• How to Use Customer Service to Increase Sales and Customer Loyalty
  
• Active Listening and Questioning Skills
  
• Best Practices for Service Recovery and Conflict Resolution
• Setting SMART Objectives: Developing an Action Plan