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About Richardson

In ESR's words:

A recognized and award-winning leader in sales force training, Richardson helps organizations around the world to improve their sales performance.

Richardson is a large sales performance improvement provider with an international client base.

What does ESR have to say?

Richardson’s Service-to-Sales Program helps customer service representatives in any industry turn cues into revenues by providing the process, skills, and confidence to have outstanding sales dialogues and ask for the business. Participants learn a Service-to-Sales Framework to first have a consultative dialogue that resolves the initial need, such as an issue with a bill or a question about an account.

Service to Sales

Provider Name: Richardson	Link to Vendor Site
CourseID: Rich1122
Duration (in hours): 8
Duration Comment: I day session delivered in a variety of formats	Category(ies): Sales skill basic Sales skill advanced Consultative Selling Audience intended for: Sales manager Sales vp Inside sales Direct sales Reseller sales Account executive Customer service Marketing Consulting Language(s) available: English Spanish French Italian Japanese
Course Level: Basic
Management version available: YES
Train the trainer available: YES
Pre-requisite1:
Pre-requisite2:
Pre-requisite3:
Other requirements or restrictions:
Stand-alone or Methodology-based: Methodology
Available at customer's site: YES
Available outside US – list countries (Comma separated):
Public course available:
Workshops as part of course: YES
Case Studies as part of course: YES
Special training of instructor(s): YES
Tools available with course?:
Technology (including elearning) available with course:
Post Program reinforcement:
Approved for Continuing Ed. (if so list):
Improvement Measurement: NO
Customizable: YES
Outline of the course: Service to Sales Think of the many “cues” about customer needs that are mentioned during the course of a typical day to representatives in service positions. For example, a service representative for a telephone company is helping a customer with a question about her bill and learns that the customer is leaving next week for a cross-country family vacation — and the company’s new GPS phone tracking system could be a very useful tool. Or a call center representative for a computer manufacturer is helping a customer to resolve a service issue and learns the customer’s son will soon be starting college — and he just lost his laptop. Imagine how revenues would grow and customer satisfaction would increase if all those cues for additional needs were responsively met with the right products and services. Richardson’s Service-to-Sales Program helps customer service representatives in any industry turn cues into revenues by providing the process, skills, and confidence to have outstanding sales dialogues and ask for the business. Participants learn a Service-to-Sales Framework to first have a consultative dialogue that resolves the initial need, such as an issue with a bill or a question about an account. Next, based on the cue, participants learn to drill down and probe the customer’s additional needs and then persuasively position the right product or service, resolve objections, and ask for the business. The Framework is applied in highly customized scenarios that give participants real-life practice at turning service opportunities into sales while exceeding customer satisfaction. Business Benefits Increase the potential to provide an unexpected value-add component to every customer service interaction Increase revenues and customer satisfaction Transform a traditional service culture into a service and sales culture Objectives Provide a Service-to-Sales Framework that delivers a common language, process, and methodology for exceeding service expectations by meeting additional needs Build skill and confidence in executing the most challenging parts of a sales scenario such as transitioning from the service to sales portion of the dialogue, probing and qualifying the additional need, positioning to needs, resolving objections, and asking for the business Audience: Program content is highly customized to any level, from new to experienced customer service representatives and their managers Delivery Options: Available through 1 day classroom delivery (Richardson-led or train-the-trainer), online eLearning, one-on-one coaching, or webinar; wide variety of relevant books and support materials to embed and sustain learning are also available

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