Core Skills

>	Impacting the Customer Experience
>	Focusing on the Customer
>	Exploring Social Styles & Motivators
>	Enhancing Customer Courtesy Skills
>	Communicating Effectively
>	Handling Challenging Situations
>	Balancing Business & Customer Needs
>	Providing Products to Customers
>	Recognizing Value
>	You REALLY are the One at Your Company

Selling Skills for Customer Service

>	Transitioning to Sales
>	Developing a Campaign Strategy
>	Listening & Questioning
>	Positioning the Sale
>	Managing Sales Objections
>	Closing the Sale
>	Integrating the Skills
>	Improving Personal Effectiveness

Customer Service Management

>	Leadership Support

Transitioning to Sales

Overview
You solved the customer’s problem. Now what?

Truly focused customer service professionals are able to transition problem solving calls effectively into sales opportunities. By listening for clues throughout the call and professionally and quickly solving the customer’s problem, you have the opportunity to provide further help to the customer by positioning products and services that he or she may find useful.

Performance Outcomes
As a result of participating in Transitioning to Sales, you be able to:

• Explain how Transitioning to Sales fits into the Communication Model call flow.
  
  
• Use clues and ask questions to transition to a sales conversation.
  
  
• Identify clues to customer interests.
  
  
• Question to clarify observations.
  
  
• Questioning, in the absence of clues, to uncover wants and needs.

Activities
Activities include interactive lecture, an exercise in using transitional statements, and questioning practice exercises.