Customer Service & Sales Development 

This customer service and sales course is designed to provide the employee with basic skills for servicing and selling in a professional and effective manner.  The intent is to keep the program simple and brief for ease in learning and retaining.  We believe this common sense approach will encourage optimum participation from the employees and provide employees techniques they can immediately implement.  This class is recommended for all personnel.

Chapter I - Crucial Steps to a Successful Greeting

• The Greeting

• First Impressions

• Professional Work Area

• Handling Transactions Professionally

• Using the Customer's Name

• Thanking the Customer

• Review Questions

Chapter II - Attitude, Body Language and Image

• Negative and Positive Language

• Body Language

• Active Listening

• Professional Image and Appearance

Chapter III - Customer Development

• Managing Complaints

• Confidential Information

• Learning from Our Mistakes

• Cross-Selling and Fact-Finding

• What is Your Role?

• Asking the Right Questions and Increasing Growth

Each participant is provided with a workbook for note taking and to keep for future reference.  The employees will also learn through group discussion, workbook exercises and role playing.