Training: Effective Sales and Customer Service

Topics covered in the training:

Introduction: What are service and customer service, and what are sales and selling? What do these activities have in common, and how do they differ? How can they be combined? Are they teamwork, and how does this affect a company’s reputation and image?

What customers expect from customer service staff: Customer expectations for good service and solutions. How to create a friendly, trusting atmosphere with customers and reduce tension.

Positive customer service: Preparing to achieve results. Getting yourself ready for an effective customer interaction and why it matters. What you can and cannot influence or control. Important attitudes that help you stay balanced and shape your outlook. Creating positive contact with a customer: starting a conversation and making a pleasant first impression. Identifying customer needs and understanding the situation. Customer wishes, expectations, needs and reasons. Why do people and companies buy? Key skills for understanding customers, including asking questions. Clarifying the customer’s request or problem. The importance of listening. Offering a suitable solution and analysing specific situations. “Show the customer the value and uniqueness of what you offer”—the features of the offer and its benefits to the customer. Finding opportunities for additional sales and making a specific offer. How to make active sales and what can undermine them. Concluding a meeting with a customer and what matters at this point. What colour is an angry customer, and how to deal with them. Agreements and next steps with a customer who did not buy this time but understood the features and benefits of what you offer. Each participant’s personal summary: what I decide to change in my work going forward.

About the trainer: Guido Paomees graduated from the University of Tartu, where he studied architectural history. His sales career began in 1995, when Wm.Wrigley Co offered him the opportunity to work as its sales representative and manager in Estonia. The results of this period included establishing an Estonian team and increasing market share to over 50% in five years. From 2000 to 2003, as regional director, Guido managed the Central Asian region of Uzbekistan, Turkmenistan, Kyrgyzstan and Tajikistan. The environment, significantly different from Europe, gave him valuable experience for further development as a manager. Previously, he worked as a historian and as foreign relations and culture adviser at the Hiiu County Government. Guido has been active in training since 2005. His main areas as a trainer are time management, sales, teamwork and personal development, as well as longer-term in-house development projects, delivered in Estonian, Russian and English.

Schedule:
10:00 Training
11:30 Break
11:45 Training
13:15 Lunch
14:00 Training
15:30 End

Participating companies’ attendance will be counted as de minimis aid (VTA). The event is being delivered with support from the European Union, which co-financed it.