Lesson One on this course is a great introduction to Winning with Customers. It includes the table of contents for the total course, so you also get to find out which topics are included in the remainder of this customer service online course. A short quiz has been included so you can see how they work!
Would you like to be able to sell any product or service, and be really good at it? Or are you a business owner and would like your staff to improve their selling skills? Upon completion of the course you will enjoy encounters with your customers, as you will know what to do and how to make a sale (without that 'hard sell' feeling!) You will sell anything with ease, whether it's a cruise, an iPhone, accommodation in a luxurious hotel, or whichever product you currently find difficult to sell. This course caters perfectly to your needs. It includes information, insights and 'stop & think' exercises to practice finding out customers wants & needs; what service excellence & 'value' really mean; how to ideally communicate with your customers; and how customers' attitudes can vary and influence your service behaviour.
Find out what customers needs and wants are, and also what they are absolutely not looking for!
In this lesson you will find out what happens to those customers who are dissatisfied. Do they leave? what if they stay - what can you do??
Read and complete this lesson to find out what excellence service is really all about, and how you can start applying this new knowledge in your job immediately!
Learn more about provision of excellent service to customers - and how different people view customer service differently due to their expectations and previous experiences.
Customers usually look for value for money? But what does that really mean? Is it the same for everyone? Find out in this chapter.
Learn more about how you can personally ensure that customers feel they have received value for money. Also look at the aspect of discounting. Complete your first quiz.
Communication is important in all aspects of your life. However if you want to provide excellence in customer service, your communication skills have to be near perfect! Learn here how to perfect your skills in communication.
You have probably heard of feature and benefit (F&B) statements previously. Because these F&B statements are so important in selling, we have dedicated a lesson to this topic.
This lesson is about the personal attitudes people have, and this attitudes which work well when providing service to your customers. Do you have the right attitudes? If not, you can change your attitude!
Dealing with corporate clients, and building relationships to ensure you can properly serve the accounts you are responsible for, is quite different to dealing with consumers.
B2B is discussed in depth in this lesson, with lots of valuable tips and activities to make you think about what you currently do.
Often customers will have yet another question to ask, or seem hesitant about something. These are resistance, or objections, to buying.
This lesson teaches you what to look for, and how to overcome and/or handling any objections. Very important in closing the sale!
To close the sale is the name of the game for successful sales people. And it doesn't have to be a hard sell! Learn how to close a sale, and also read information about add-ons.
Following up on customers who have or haven't bought your product or service is an important part of excellence in customer service. Read more about this in this lesson. Complete another quiz to test your understanding!
Read and learn about the workings of a sales team, how sales targets are set, and why some targets are not met.
Communication skills are vitally important when dealing with customers, and when you're trying to sell them the right products and services. Learn more about your skills.
This lessons looks at Barriers to Communication, which get in the way of effective communication with your customers. Test your skills along the way!
How is your attitude towards your customers? Do you treat them all equally well? Or does it change with the weather or time of day? Read here about attitude, and how it affects you and your ability to sell and provide customer service.
Effective time management is important in customer service, selling skills, and well... in life in general! Clients expect to be dealt with in a timely manner; be phoned back at the agreed time; and receive their products at the pre-arranged time. This lesson has lots of valuable suggestions on how to improve your time management skills.
Learn all about how to handle and overcome complaints from customers. Complete your assessment.