Service Sells
“I’m constantly harping on the fact that service
can be a major point of difference and very
difficult for competitors to copy or do better.”
Senior Lecturer in The Department of Marketing at The University of Auckland Business School
as quoted in NZ Marketing Magazine
HOW TO CREATE A COMPETITIVE EDGE
THAT NOBODY CAN COPY.
The Service Sells Workshop:
How your staff connect with people; how they relate to customers and the
communication skills they use will directly impact your sales.
Duration: 1/2 Day
COURSE OVERVIEW
Unique features
Providing customer service helps a customer, prospective customer or guest to
make a wise buying decision.
The Service Sells Workshop is designed in New
Zealand for local and current market trends.
This workshop provides the techniques to effectively carry out this process.
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KEY SUBJECT AREAS
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Processes and techniques for the meet and greet and the farewell.
The value of knowledge, skills and attitudes in customer service.
Listening and questioning techniques.
How to discover stated and unstated needs and how to exceed the
expectations of customers or guests.
Features and benefits (what’s the difference?) and understanding the customer
is only interested in benefits.
How to identify further opportunities that will add value to both the customer
and the organisation.
Techniques for getting commitment to the sale.
LEARNING OUTCOMES
This workshop will enable the participant to:
•• Understand the importance of gaining knowledge, skills and appropriate
attitudes.
•• Use meet, greet and farewell techniques that will enhance the customer’s visit
and encourage return visits.
•• Use active listening and open questioning to ascertain customer needs.
•• Identify stated and unstated needs and match product or service benefits to
those needs.
•• Uncover additional opportunities such as ‘add-on’ and other related items.
•• Ask for a commitment and close the sale.
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Professional facilitators use the most up to
date accelerated learning techniques.
An interactive, relaxed atmosphere with
real world examples.
Modern presentation methods using audio
and visual presentations.
Who should attend?
Those who work in a sales or service position
where they have the opportunity to influence
a customer or prospective customer’s buying
decision. This workshop comes in two versions:
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Generic-Business – for those employed in
retail or general service business.
Food and Beverage – for those working in
the hospitality industry such as cafes, bars
and restaurants.
Includes...
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Resource material & workbook.
An internationally recognised
customer service certificate.
For more information and to make a booking
please contact your local KiwiHost Office on:
Freephone 0800 801 233
SALES GET CUSTOMERS – SERVICE KEEPS THEM.
WWW.KIWIHOST.CO.NZ