Personal and Business Competencies / Customer Service

Professional customer service - training for salespeople

The training is designed to equip salespeople with the skills necessary to conduct professional customer service at the highest level. The program focuses on developing the competency to accurately set and achieve business goals while exceeding customer expectations. Participants will learn comprehensive standards for professional customer service in a business environment, learning how to effectively lead the sales process from initial contact to closing the deal. The training combines theory with intensive practical training, allowing you to immediately apply the knowledge gained in your daily work.

Issues

Standards for Professional Customer Service
Why do we have ‘demanding customers’ and ‘difficult situations’ in sales?
Verbal and non-verbal communication
Active listening
Statements to keep the conversation going and techniques to defuse conflict
Types of questions, questioning techniques for understanding customer needs
Customers’ characteristics
Techniques and principles for responding to customer concerns, objections and objections
Persuasion and influence techniques
Assertiveness in dealing with ‘difficult customers’
Telephone conversation with ‘difficult customers’

Benefits

Comprehensive preparation for conducting professional customer service allows you to significantly increase the effectiveness of your sales efforts
Consciously control one's own behavior during sales visits leads to building more effective relationships with customers
Opening, conducting and finalizing sales translates into higher sales results
A variety of sales conversation styles and strategies enables you to better tailor your approach to individual customer preferences
A sales representative in the context of the entire sales process supports building a professional image in the eyes of customers

Who is this training for?

Sales representatives starting their careers in sales

Experienced traders looking to improve their skills

Customer service employees

Sales specialists

Account managers

Persons responsible for direct contact with business customers

Employees seeking to develop competence in professional customer service

Prerequisites

Basic knowledge of sales processes
Experience in direct contact with customers
Willingness to actively participate in practical exercises
Open to receiving feedback and developing communication skills

Training program

Professional Customer Service Standards — what distinguishes a professional salesperson, business client expectations, building first impressions
Why we have demanding clients and difficult sales situations — sources of client frustration, escalation mechanisms, typical difficult conversation scenarios
Verbal and nonverbal communication — body language in client contact, tone of voice, word choice, consistency of verbal and nonverbal messages
Active listening — active listening techniques (paraphrasing, reflecting, summarizing), statements that sustain conversation and conflict de-escalation techniques
Types of questions and questioning techniques — open, closed, leading questions, techniques for understanding the client's true needs
Client characteristics — client typologies, recognizing communication styles, adapting approach to the interlocutor's profile

Techniques for responding to doubts, objections and reservations — objection response model, turning objections into sales arguments, objection closing techniques
Persuasion and influence techniques — Cialdini's principles in a sales context, ethical use of persuasion in business relationships
Assertiveness with difficult clients — assertive refusal, setting boundaries, maintaining professionalism under pressure
Phone conversations with difficult clients — specifics of phone conversations, emotion control without eye contact, de-escalation techniques by phone
Sales process from contact to closing — opening the sales conversation, delivering a value presentation, transaction closing techniques
Practical workshops and summary — simulations of conversations with difficult clients, feedback from trainer and group, individual competency development plan

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

Who is the Professional customer service - training for salespeople training for?

This training is designed for professionals looking to develop skills in professional customer service - training for salespeople. Required level: intermediate.

How long is the Professional customer service - training for salespeople training?

The training lasts 2. Available in online or on-site format.

Will I receive a certificate?

Yes — every participant receives a completion certificate confirming acquired competencies. EITT holds ISO 9001 accreditation.

Can this training be conducted for a closed group?

Yes — we offer dedicated closed trainings for companies. We customize the program to your team's needs. Contact us for an individual quote.