Service for Sales Excellence

In Reaching Beyond Excellence

One day learning programme on

‘Service for Sales Excellence’

Facilitated by Dhammika Kalapuge MCIM(UK), CPM, FAMI, FABE(UK)


Objective

The objective of this workshop will be to fine-tune the right ‘mindset’ amongst the Marketing and Sales staff to maintain an outstanding public relationship in dealing with the customers. Moreover, to demonstrate its customers that the staff of the Institution possess the right skills and the self-motivation to serve the customers with a passion.

Rationale

The institution should portray a reputation for their intense focus and high standards of quality in every thing they do. In view of the above fact this learning programme will provide the staff with an insight as to how they could further enhance the quality of public relationship, productivity and effectiveness to achieve the overall objective of the office. At this workshop the improvements required to the ‘people’ element will be given more emphasis, whilst not ruling out the ‘policy’ and ‘process’ support needed for the staff to perform. A follow-up action plan is suggested at higher level to study the improvement needed, arising from the programme, for the ‘policies’ and ‘processes’ to support the Institution to get the best results out of this initiative.

Target Audience

All Front line, Marketing and Sales staff. To achieve the desired results it is recommended to have a representation from all divisions.

Training Methodology

One-day educational and inspirational workshop to be conducted to the said staff ideally with 50 numbers in a batch. The learning style adopted will be a combination of mini-lectures, open forum discussions, world-wide examples, individual and group assignments. This will be an interactive programme, which requires a high degree of audience participation.

Course Contents:

1.Overviews on customer service in selling and thereby developing the right attitude to serve customers.

2.The human behaviour in buying process and how it applies to your own organisation in building partnerships with customers.

3.The demonstration of your company personality when dealing with customers.

4.Providing world-class service standards with a local touch that suits best in extending care to your own customers in selling.

5.Understanding the concept of ‘Moments of Truth’ and its application to in the selling process

6.The organisations Front office / Back office integration towards achieving sales excellence.

7.Breaking the paradigm to transform problems into opportunities to provide sales excellence.

8.Setting standards in your own role at the company to extend an outstanding service.