Course description
Converting Inquiries into Sales and Rentals
By managing the customer experience through the delivery of exceptional customer service, you can generate additional revenue and set your company apart from competitors. Using fun and inspiring activity-based training, your front-line team will learn to better focus on the needs of your customers and drive revenues.
Converting Inquiries into Sales and Rentals is a unique training program, customized to the construction equipment industry, that demonstrates the why and the how of providing legendary service, while behind the counter and on the phone. It gives your team the skills and tools to deliver an exceptional level of service at every rental, parts, and service touchpoint.
Our highly experienced trainers are experts in onsite and virtual course delivery and converting incoming inquiries into sales.
Signature Worldwide's course will help participants:
- Convert incoming inquiries into sales and rentals.
- Build consistency in your customer service interactions.
- Strengthen relationships with your customers by asking the right questions.
- Identify up-selling and other sales opportunities.
- Deliver long-term results through a comprehensive reinforcement/sustainment program.
Program Outcomes:
- Increased sales
- Consistency in service standards
- Increased level of professionalism
- Clear expectations for delivering legendary service
- Greater employee confidence
- Clear differentiation from the competition
- Increased customer satisfaction
Who should attend?
Anyone responsible for converting incoming calls or in-person inquiries
to rentals or sales, including:
- Inside Sales Counter Staff (Rental, Parts, and Service)
- Customer Service Representatives
- Parts, Rental, Service Managers
- Branch Managers
- General Managers
- Receptionists
Training content
Course Agenda
Introduction
- Welcoming activity and overview of the session.
Legendary Service
- Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed.
What's in it for Everyone?
- Review value of delivering legendary service-benefits to the employee, benefits to the customer and benefits to the company.
Reality Trip
- Listen to recorded phone calls and identify the customer service skills that were effectively used and areas where improvement is needed.
Calling the Competition
- Make phone calls to competitors and critique the services and skills used.
Connecting with the Customer
- Insuring that the interaction starts in a positive and professional manner.
Discovering and Gathering Information
- Tips and process for ensuring understanding of customer's needs.
Skill Practice
- Practice role plays and other activities to apply the skills.
Closing and Selling Strategies
- Identifying additional sales and rental opportunities through up-selling and cross-selling. Build techniques for securing the business.
Skill Practice
- Practical role plays and other activities to apply the skills
Next Steps
- Discuss the components of Signature's reinforcement program.
Course delivery details
- This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
- Both training options are delivered by a highly experienced Signature Worldwide trainer.
Costs
Please request more information from Signature Worldwide about dates and pricing.
Why choose Signature Worldwide?
Our 30+ years of experience includes training over 36,000 businesses in 50 countries
98% of our customers would highly recommend Signature Worldwide to others
Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers
About Signature Worldwide
Signature Worldwide
Customer service training that increases sales. Sales training that enhances your customer's experience. Training can and should be fun! Whenever the phone rings, a customer approaches an employee, or an online inquiry is generated, Signature Worldwide helps to improve your...
Contact this provider
President & CEO David Turner is here to answer your questions.
Contact info
Signature Worldwide
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