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Specialists in Success since 1993
Business development & training solutions for science /
technology / healthcare & medical / engineering companies
Tel: 0044 (0)1425 552125
For Bookings and Enquiries call 0044 (0)1425 552125
Open Programmes
( 1 day)

Price: £395 + VAT
(35% discounted rate for extra delegates attending same session)

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Terms & Conditions
One-to-One Intensive
( 1 day)
Price: £575 + VAT






Terms & Conditions
In-House Customised
(1 day)
Minimum 2 delegates
Price: £375 + VAT
for 1st delegate plus £225 + VAT for subsequent delegates to a maximum fee of £1350.00
+ travel + VAT

Terms & Conditions
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Success in Customer Service
The Internal Sales Role
This One Day Programme has been developed for those who are in the front line of customer contact and who also support the activities of the field-based team.

Delegates will be shown how to enhance their commercial communications skills so that they can deal with the needs of internal and external customers professionally and assertively.  The demands on an internal salesperson are many and varied and this Programme will enable them to plan and prioritise their activities so that they can be "all things to all people," as is generally expected.
PROGRAMME

The Internal Sales Role
- objectives & responsibilities
- who are your customers?
- customer expectations?
- setting expectations


Commercial Communication Skills I
- questioning techniques
- active listening
- telephone communication skills

The Sales Process
- customer buying motives
- initial contact
- establishing facts & needs
- qualification
- objection handling
- closing the sale

Commercial Communication Skills II
- defining & agreeing customer needs
- identifying & developing
    opportunities
- presenting solutions to
    customer needs
- closing on an agreed next step

Self-Management
- pressure & stress
- workplace behaviours
- workplace assertiveness

Time Planning
- a productive environment
- the impact of colleagues
- setting & agreeing priorities
- changing priorities
- procrastination
- coping with interruptions
- time saving & time wasting

Dealing with Unhappy & Difficult Customers
- why customers complain
- using empathy
- negotiating a solution
- managing solutions
- complaint ownership & escalation