Critical Service and Sales Skills is made for members within your organization who frequently interact with customers with an opportunity to cross-sell and upsell other products and services. This can include Customer Service Representatives, Technical Support Representatives, Project Managers, and other team members.

It is also an effective training program for retail sales representatives who need to make quick connections by welcoming customers and delivering an excellent customer experience while looking for sales opportunities.

We understand how critical it is to reinforce service and sales training to protect your investment. We offer a range of reinforcement and sustainment options to achieve optimal skill improvement and behavior change. Some of our reinforcement offerings include Xpert, Sales Coaching, Critical Sales Coaching Skills, and TOPS.

Yes, Critical Service and Sales Skills, along with all our other sales training programs, can be fully customized to truly reflect your sales organization and to strategically align with your business and training objectives.

Critical Service & Sales Skills won a coveted Brandon Hall Group Excellence in Sales Performance Award in 2021 in the category “Best Unique or Innovative Sales Training Program.” To learn more about this award, please click here.

A trusted advisor is someone who serves as a strategic partner to the customer. Service professionals are often the first interaction with potential new and returning customers who seek advice. It’s important for service professionals to quickly win trust and be able to identify upsell and cross-sell opportunities that could benefit these customers.

While any business can benefit from better customer service training, it is especially helpful in these industries:

• Retail: Developing robust retail customer service skills can enhance the store personnel’s ability to handle inquiries, resolve issues and make targeted product recommendations.
• Financial services: Training can ensure financial advisors provide accurate information and handle transactions securely, which helps build trust and establish long-term relationships.
• E-commerce: Online selling platforms can differentiate themselves and outshine the competition by delivering superior customer support in crucial areas like ordering, shipping and processing returns.
• Technology and software: Effective customer service training enables representatives to deliver valuable technical support to users who might not be familiar or comfortable with complex technological products.
• Transportation/logistics: Appropriate training allows staff members to manage various scheduling and tracking tasks and resolve package delivery issues promptly.
• Insurance: Agents and brokers can explain complicated insurance policy language and concepts more clearly to improve their clients’ understanding.
• Automotive: Focusing on service can support automobile sales efforts by establishing trust during the selling process and beyond.