Page 20 - Dale Carnegie Course Catalog

Referrals
Primary Competency Categories:
Asking for referrals can be an uncomfortable step for many people. A key way to change this is to recognize that asking for referrals can be a benefit for your existing customers. They can be helping you, their contact, and their company all at the same time. Customer service people benefit from helping create results for new customers and strengthening business relationships. The new customer benefits because they can find ways to solve problems and create new opportunities.
At the completion of this module, participants will be able to:
 Overcome the logical and emotional barriers about referrals
 Create win-win referrals that customers find comfortable
 Apply a process to ask for referrals with confidence
 Follow through on referrals to win new customers
 Interpersonal Skills
Displays a consistent ability to build solid relationships of
trust and respect inside and outside the organization.  Customer Experience
Creates an environment with customers to maintain a positive long-term relationship. Leverages positive experiences to create customer loyalty and a desire for them to be a champion for our organization.
Service to Sales Primary Competency Categories:
Customers today have high expectations when it comes to customer service. As a result, organizations devote tremendous resources to making sure that the customer is treated promptly and respectfully. These high service expectations put a lot of responsibility on those of you who deal with customers on a daily basis.
At the completion of this module, participants will be able to:
 Anticipate customer needs
 Guide customers to additional purchases
 Identify selling opportunities
 Customer Acquisition
Identifies and converts prospects who should be doing business with us into customers who are champions for our organization.
 Customer Experience
Creates an environment with customers to maintain a positive long-term relationship. Leverages positive expe- riences to create customer loyalty and a desire for them to be a champion for our organization.
Telephone Skills: Inbound and Outbound
Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENT1E9RS LEADERS WHO BUILD AMAZING SERVICE
Who is in sales? We all are! Even if your title isn’t “sales representative,” your company is expecting you to make the most of every customer contact. As more customer service teams and call centers move toward cross-selling and up-selling, you need to be all-around service and sales representatives. You need the knowledge and skills to build relationships, ask the right questions, close sales, and ensure that your products and services exceed your customers’ expectations.
At the completion of this module, participants will be able to:
 Develop confidence in customer telephone interactions
 Apply human relations to deal with difficult customers
 Use the in-bound information gathering model to understand customer needs
 Use an outbound call purpose outline to create favorable attention
 Communication
Practices active listening supported with
meaningful oral and written information.  Customer Experience
Leverages positive experiences to create customer loyalty and long-term relationships.