Sales & Customer Experience

Increased competition and customer expectations have resulted in limited shelf life for any selling methods. Being a customer-centric company, you’re uninterested in creating sales robots that follow a script or cookie-cutter approach or have nice day stuff. Instead, you would like your sales team to adapt at the moment to the needs of your customers. This would include an insightful understanding of your client’s needs and create a solution around their preferences. Meaning that every customer who walks into your branch, office, or when you visit your prospects, get an experience that’s tailored to them – no more. More human, less robot.

Key Learnings:

• To Think Like a Professional
• To Understand Client’s Buying Criteria;
• To diagnose the root causes of your Client’ business challenges
• To maximize mutual value and expand your pie through differentiation
• To develop productive relationships with the multiple decision-stakeholders
• To Sell the value of your Offerings and reduce price pushback

Examine &Diagnose the root causes of your sales issues through a Telephonic/virtual Assessment of your sales Professional

Key Learnings:
The “diagnostic conversation” has five primary objectives:

• The rationale of qualifying a prospect
• Uncover the reality of the customer’s situation.
• Quantify the impact of the problem.
• Process of arriving at a solution
• Methods of gaining commitment

If the personal connection is at the heart of what you do then this course is especially for you. We will equip you with a range of tools and techniques to apply under different conditions. Thereby instil belief, confidence and skills to develop a relationship and solutions-based approach when selling.

Key Learnings:

• Revisiting the critical steps during sales process
• Building the mindset, skills, goals and proactivity for sales effectiveness
• Understanding & Leveraging social media
• Creating Relationship as you progress
• Identifying and Uncovering the needs and opportunities during the buying process of your typical customer
• Making the sales interview count
• Putting skills into practice
• Create action plans to realize value with specific customers.

Even before Covid-19, uncertainty was a fact of life in business. Much of it revolved around disruption caused by tech or the fallout of events at home or abroad. But such situations also help enterprises evolve and fuel the emergence of new capabilities. ‘Service Entrepreneurship’ is one such new capability .Whenever cultivated enables an organization to live up to its ‘differentiating values’ and align it with the roles and responsibilities.Thereby enabling the desired service -culture transformation.

Key Learnings:

• Align participants’ understanding and expectations of your current state of customer experience.
• Identify service experience gaps in stores, branches or remotely.
• Designing customer experience, expectations and perceptions by equipping the participants with the required mindset and skills.
• Identification of barriers and constraints of implementing the redefined Concept and Model
• Development of practical implementation plans based on the barriers and constraints identified

Most professionals will agree that the provision of good service is an absolute business priority, however dealing effectively with an unhappy customer, or a service breakdown differentiates an ordinary company with a great. It is also crucial in keeping customers loyal. This program is specially designed to equip participants with critical skills and knowledge when responding to service challenges.

Key Learnings:

• Assess how their organizations perform in terms of some of the critical factors on Customer service.
• Understand and commit to the role of being a service professional.
• Equipping staff with critical interface skills and essential techniques for effectively responding to varied service challenges & needs of different types of customers.
• Determine the necessary improvements you would make and in what priority.

Why Customer Experience Matters during uncertain times

As organizations around the world confront corona-induced slowdowns, organizing an effective response for many is uniquely challenging. Even before Covid-19, uncertainty was a fact of life in business. Much of it revolved around disruption caused by tech or the fallout of events at home or abroad.

Heightened competition, market slowdown, and the rapid advance of the Internet-based technology have accelerated the pace of commoditization, curtailing advantages based on innovation, availability, or functionality. The organizations that will perform the best through this period, and beyond will be those that maintain a strong customer focus while dealing with the uncertainty, and risk that clouds the business landscape. That would mean evolving from transitional service towards building memorable customer experience.

Given this context, we at Employee Connect firmly believe that reality comes into being, through interaction and analysis of diverse concepts, relevant to the organizational challenges. Scenarios are designed to simulate practical learning and insights, to make customer rapport and loyalty, relevant for creating memorable experience across your customer touchpoints.

Key Learnings:

• Know the difference between Customer service and experience.
• Understand the economics of having a good customer experience.
• Specify the criteria important to customers during their journey& imbibe the factors that create customer experience.
• Learn essential techniques and skills for responding to their experience challenges.
• Determine the changes they would initiate demonstrating ownership and accountability in their role to enhance their customer’s experience.

The idea is to create an understanding and business relevance of creating uniqueness through Customer Experience for your clients; by equipping your managers with the right service mindset and skills for coaching, motivating, and inspiring your supervisors and staff to deliver yourtrue brand value.

Key Learnings:

• Build Shared Understanding on the Organization’s current Customer Experience Journey.
• Envision the desired Customer Experience, and define success parameters for critical milestones.
• Explore concepts, tools and behaviour’s relevant to positively impact customer experience, loyalty,  and communicate brand values.
• Rethink roles and responsibilities to maximize customer loyalty.
• Upskill people& process management capabilities to manage moments that matter.
• Uncover root causes of the customer’s expectation-perception gaps, and create a plan for removing the roadblocks.
• Create an action plan to monitor & reward progress.