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

Closing the Sale

Overview
The bottom line is … well, it’s the bottom line! All the selling techniques, confidence, and knowledge are for nothing if you can’t close the sale. Successful sales professionals close more — and more often — than ordinary reps.

Learn the closing techniques that make successful sales professionals successful while simultaneously building the relationship with the client.

Performance Outcomes
As a result of participating in Closing the Sale, you should have confidence and tools to handle the close more sales more often. Specifically, you should be able to:

• Identify effective closing techniques currently in use.
  
  
• Describe the closing process.
  
  
• Identify customers’ buying signals.
  
  
• Listen for and responding to buying signals.
  
  
• Apply appropriate, non-manipulative techniques in closing the sale and making it stick.
  
  
• Summarize and use checkbacks when finalizing the sale.
  
  
• Explain how to make sure that the customer remains satisfied after the call or visit is completed.

Activities
Activities include brainstorming the closing techniques currently used in the organization and their effectiveness, interactive lecture on the closing process and buying signals, and role playing closing scenarios with a variety of “customers” (and receiving feedback).