Internal Sales/technical customer service
Workshop for customer-centered dialog with cross- and up-selling
Recognize and develop opportunities that arise with intensive customer contact through internal sales or technical customer service.
Create new approaches for special customer experiences with a “WOW effect”. Create customer loyalty through improved dialog management and increase your growth opportunities with cross-selling and up-selling.
What participants learn
- Basic knowledge communication
- How to create empathy
- Deepening part “The power of words”
- Questioning technique for structured needs analysis (OPAL) incl. cross and up selling
- Dealing with critical situations
- Deepening knowledge about customer types
Your Business Outcomes
- Structured conversation
- Better understanding of customer needs
- Adept handling of difficult customers
- Successful application of targeted questioning techniques in practice (cross- and up-selling)
- Team building
Possible formats
- In-person training/Online training
Target group
- Customer Service Representative
- Internal Sales Representative
- 1st level support employee
Duration
- 1 day OR
- 2×4 h (2 half days) for 2 groups or more
Languages
- German
- English
I want more information
You have questions about the training program?
