MSP School

Target audience:
Company employees

Purpose of the training:
Provide employees with an understanding and criteria for quality customer service. Raise awareness of the importance of a customer-oriented approach and full informing the client about the Company’s services.

Training program:
What is customer-oriented approach? Perception by the customer of service quality. Components of high service in bank and expected behavior of employees.
Establishment of contact and building of relationships of trust. Understanding the emotional state of the customer. “Small conversation” techniques as a tool for working with regular customers.
Diagnostics of the situation and needs. Ability to ask the right questions and listen to the customer.
Presentation of services and competitive advantages of the bank. The ability to transfer the product properties to the language of the final benefits of the customer, logically advance arguments for the advantages of the bank and specific products.
Dealing with questions and objections. The main mistakes made when answering objections. Techniques for responding to objections.
Ways to close the sales. Reaching an agreement. Formation of commitment.

Target audience:
Sales Managers

Purpose of the training:

1. Increasing the number of effective calls (finalized by a firm meeting agreement).
2. Increasing the percentage of meeting conversion (finalized by the sale of the company’s services).
3. Focus on achieving the purpose of the training – the level of the company’s high-performance employees in the field of sales.

Training program

1. Types of customers
2. Cold calling technique
3. Effective communication techniques
4. Telephone sales
5. Preparing for telephone sales
6. The main stages of sales
7. Dealing with customer objections.

Target audience:
Sales Managers
Purpose of the training:
Train participants in active sale techniques

Training program:
Session 1: Search and collecting information about potential customers

1. How find potential customers to promote products?
2. What information is needed and where can it be found?
3. Which organizations are your target customers?
4. How to plan further contacts with the customer based on its potential?

Session 2: Cold call to the customer

1. How to capture the attention of a dialogue partner and catch his interest from the first seconds of the conversation?
2. How to present the benefits of working with your company over the phone?
3. How to overcome the customer’s contact resistance?
4. How to come to an agreement with the customer on the next steps (review of commercial offer, meeting with the sales manager, etc.)

Session 3: Stages of active sales

1. Establishment of contact with the customer and presentation of the company, creating an atmosphere of trust and transparency;
2. Identifying the needs of the customer, the basics of dialogue holding technique, checking the correctness of perception;
3. Product offering, training of communication skills in the “language of benefit”;
4. How to identify the readiness of a customer to make a deal, motivate the customer to make a decision, making a deal, customer follow-up.

Session 4: Dealing with typical objections

1. Reasons for objections; comparison with competitors, lack of money, attempts to get a discount, comparison with an incomparable product, lack of price knowledge.
2. What is behind the customer’s objections in fact, identifying the true reasons for objection.
3. How to deal with an objection depending on its reason?
4. Objection dealing techniques.