As a customer facing representative of your company, your non-sales staff have a unique opportunity to build strong rapport and gain confidence and trust. This course is designed to equip non-salespeople with the skills, knowledge and behaviour that they can use to enhance the customer experience and increase product sales through a consultative approach.
By identifying customer needs and understanding the drivers for their buying motivation you can better suggest which products and solutions would work for them and how your product features are relevant and beneficial.
Service staff will gain a proactive approach to core sales tactics and the ability to positively impact sales performance for organisations.
Their vital sales intelligence will uncover new business opportunities and enable deeper customer relationships as well as drive sales value. Participants will develop the confidence to deepen their business relationships with customers and embrace the philosophy that everyone ultimately is vital to the sales process in today’s markets.
By all means, bring your notebook, and yes, there may be a few hand-outs, but there will be a lot more discourse, debate, improvisation, use of role play, technology, practice and group dynamics.
The training will be conducted in a friendly, fun atmosphere, which not only allows for different learning styles, but respects each delegate as an individual and ensures each one is challenged and derives maximum benefit from the course. Our aim is that you will be highly stimulated and encouraged to rethink.
The course will have a maximum of 12 people who will be selected based on the type of business they are in and their job role to ensure a thorough mix of industries, ideas and experience.
This course is ideal for customer facing service staff such as technical staff, support staff, engineers, and administrators.
Whether you liaise with customers on the phone, by email or face to face you will gain an understanding of the sales process and psychology enabling greater confidence in your ability to assist customers.
It is also of interest to non-salespeople who need to understand how to successfully gain team support for their projects and ideas through uncovering organisational needs and highlighting benefits /value.
Graham has been resident in the UAE since 2010. His post-military training career involved running a range of courses in leadership, effective communications, team building, planning and organizing skills, decision making, etc. He also delivered a number of technical training programmes. Graham brings real life experiences into the training room, some of which, due to his military career, are outside the normal experience and scope of many trainers. His military career included positions relating to intelligence, counter terrorism, homeland security, and international security. This work required a very focused and analytical approach, combined with excellent communication and leadership skills, and the ability to work in effective, manageable teams.
Graham joined HMS Ltd, a security training organization as an internal trainer. In this post, he delivered training to international teams, from the USA, Europe, and the Middle East. In 2008, he was promoted to manage a team of five direct reports, with additional responsibility for the co-ordination of a 30+ member international team in multiple locations (including the USA, Europe, Asia, and the Middle East).In this role, Graham became something of an expert and was then requested to deliver training programmes to senior figures in the UK and US governments. He was also responsible for the project management of a number of government projects.
Graham gained PRINCE2 Practitioner (Project Management) qualification and utilised these skills in the new projects he worked on. He also delivered training courses in Six Sigma Facilitator Biography (a quality method for improving business efficiency and effectiveness), Change Management, Managing the Training Process, and Train the Trainer.
Graham has delivered training to over 1000 individuals in the MENA region across a diverse range of industries and sectors.Graham believes his experience and knowledge of the design, planning, and delivery of a wide range of programmes creates excellent outcomes in the training room, with positive feedback from delegates. Graham always strives to give people a positive and memorable training experience.
Graham’s key areas of expertise include: