Description

This course is designed for individuals who are new to sales roles or require an introductory understanding of the principles, responsibilities and techniques involved in effectively selling products and services to customers. The course introduces the purpose of selling and considers different sales environments, including retail, business-to-business and telephone sales. Learners consider the responsibilities associated with a sales role, including working towards sales targets, maintaining organisational reputation, developing positive customer relationships, managing feedback and maintaining an appropriate understanding of products, services, competitors and target customers. The course explores the selling process from initial preparation and customer contact through to identifying customer needs, recommending appropriate products or services, responding to questions and objections, closing the sale and providing appropriate follow-up. Learners consider questioning techniques, active listening, rapport building and adapting their approach to different customer behaviours and purchasing preferences. Learners also consider how product and service features can be translated into relevant customer benefits, the importance of providing accurate and honest information and appropriate techniques for responding constructively to customer objections without creating conflict. The course concludes by considering effective sales closure and the importance of post-sale communication, administration, customer support and maintaining longer-term customer relationships.

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