Turning Service Into Sales Online

Turning Service Into Sales Online

Try our online demonstration - Frequently asked questions

Purpose - To help frontline contact center agents and their managers:

Understand the link between service and sales

Apply a four-step LEAP Model (Listen and Look, Explore needs, Act on opportunities, and Propose next steps) to expand customer interactions beyond the point of the initial service request

Identify sales opportunities and apply a questioning strategy to explore them

Use “speed statements” to create compelling sales recommendations

Employ closing techniques that get the business

LEAP live back on the job

What Is Included

With Turning Service Into Sales Online, you can train one agent at a time or your entire contact center. Six online modules are accessible 24-hours a day, seven days a week and are designed to be completed in four hours. This flexibility enables agents to train during periods of low call volume and maximize downtime spent at their workstations. Laura, the course’s animated narrator and online coach, guides agents through the modules, encourages them throughout the program, and provides immediate audio feedback to their course responses.

Results You Can Expect

Increased wallet share/deepened customer relationships
Improved customer loyalty
Increased employee confidence/reduced employee attrition
Enhanced customer experience

With multiple opportunities to improve skills through interacting with the course material (75% interactivity!), agents stay engaged and retain what they learn. Other course skill-building components include a record and playback capability, as well as multiple customer simulations for applying skills in on-the-job situations. Finally, a cumulative exam offers the opportunity for both the organization and the individual to confirm mastery of the course material.

The course is easy and convenient to access. Recognizing that agents may need to interrupt their training to attend to customer calls, it book marks progress in the course and returns agents to their point of departure upon their return. Turning Service Into Sales Online can be implemented as a stand-alone training intervention or as part of a more comprehensive blended solution. Turning Service into Sales Online is available in both high and medium bandwidth versions, to accommodate a range of organizational capabilities.

Module 1: Expanding the Service Definition

Overall Objective—Define the importance of the agent’s role in meeting customer needs, ensuring customer satisfaction, and increasing profitability. Understand the value of applying a Customer Interaction Model, focusing on the LEAP addition.

Key learning outcomes:

Recognize how establishing and meeting team and individual goals contributes to the customer experience and overall success of the organization
Explore the benefits of pursuing sales opportunities during customer calls
Determine the behaviors that define the steps of the Customer Interaction Model (CIM) as used during service conversations
Pinpoint the skills and activities required to elevate service by LEAPing within customer calls
Identify the differences between a standard customer service interaction and a customer service interaction with a sales focus

Module 2: The LEAP Model—Look and Listen

Overall Objective—Demonstrate, identify, and practice how to look and listen for sales opportunities.

Key learning outcomes:

Recognize and define sales opportunity triggers in customer calls (verbal and visual cues)
Identify sales opportunities in customer calls through recognition of call type
Identify sales opportunities in customer calls through recognition of cues in customer profiles
Identify sales opportunities in customer calls through recognition of conversational cues

Module 3: The LEAP Model—Explore Needs

Overall Objective—Demonstrate and practice how to explore needs to determine recommendations for opportunities.

Key learning outcomes:

Recognize statements and questions that are used to transition customer calls from service to sales
Develop a questioning strategy using open and focused questions to uncover individual needs
Recognize effective summary statements for use during customer calls
Practice using transitions, questions, and summary statements to explore needs during customer interactions
Demonstrate the behaviors of the Listen/Look and Explore steps of the LEAP Model in a skill practice

Module 4: The LEAP Model—Act on Opportunities

Overall Objective—Demonstrate acting on sales opportunities to ensure behavioral change on the job.

Key learning outcomes:

Recognize features and benefits and their importance in explaining products and services during customer calls
Recognize and create effective speed statements for use during customer calls
Understand the effectiveness of using benefit-oriented questions to test for customer understanding when recommending a solution during customer calls
Practice recognizing and writing speed statements including features and benefits and questions to test for understanding for use during customer calls

Module 5: The LEAP Model—Propose Next Steps

Overall Objective—Demonstrate process and procedural knowledge to ensure customer understanding and a highly satisfying experience.

Key learning outcomes:

Write action statements and closing offers for use during customer calls
Demonstrate the behaviors of the Act and Propose steps of the LEAP Model in a skill practice
Recognize the effectiveness of using the Handling Objections Model during customer calls
Practice using the skills and behaviors of the Handling Objections Model in a role-play situation

Module 6: The LEAP Model—Putting It All Together

Overall Objective—Test understanding of the Turning Service Into Sales concepts through quizzes and understand the skills and techniques for turning service into sales during simulated calls to ensure transference to the job.

Key learning outcomes:

Demonstrate an understanding of content and skills by completing a cumulative-based exam on all topics covered
Create and commit to an action plan to help focus on the skills and behaviors to improve, maintain, or stop doing back on the job

Delivery Options

The workshop is typically facilitated as one and one-half days of instructor-led training followed by one-half day of practice with the facilitator. The intensive practice and feedback, including the role-play skill practices, require one facilitator for up to nine to 15 participants.

Omega Performance can lead the program, one of our leaders can lead the first workshop and then provide leader training for your leaders, or we can co-facilitate the workshop with a trained organization leader.