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+Virtual: Customer Service, Sales & Marketing

Select customer service, sales & marketing topics are available virtually for your remote workforce. New options are added as demand warrants with all available in a live, interactive format.

Check out popular topics, review module descriptions and contact us to schedule virtual training for your workplace.

  • Call Center/Customer Care Center
  • Customer Experience
  • Fostering Strong Internal Customer Relationships
  • Proactive Selling
  • Sales Fundamentals
  • Telephone Techniques

Additional Information

Module Options

**Call Center/Customer Care Center**

  • Critical Core Skills for a High-Performance Contact Center 2-3 hr. per
  • Call Center Customer Service: Repair/Troubleshooting Focus 3 hr. per
  • Call Center Customer Service: Sales Focus 3 hr. per

**Customer Experience**

  • Going above and beyond what is minimally expected
  • Creating an amazing experience for customers
  • Critical communication components and their importance
  • Handling the difficult and challenging customers
  • Working with difficult customers and the tools to use

**Fostering Strong Internal Customer Relationships**

  • Self-evaluate how paradigms can be self-limiting
  • Building and maintaining the relationships we have with others
  • Understand how others perception of us influences the reciprocal value of relationships
  • Tips to improving even the best workplace relationships

**Proactive Selling**

  • Research on the value of cross-selling and upselling
  • How cross-selling and upselling benefits my customer and my company
  • Effective language for cross-sell and upsell
  • Six important tips/practices for cross-sell and upsell conversations
  • Trial, direct, and assumptive closing techniques

**Sales Fundamentals**

  • What influences purchase decisions
  • Horizontal and vertical selling
  • Preparing for your customer and building rapport and trust
  • Knowing your competition and differentiating yourself
  • Asking the 'right' questions and actively listening to your customer
  • Handling customer questions and making tailored recommendations
  • Creating a strong value proposition and decoding buying signals
  • Resolving objections to the offer and closing the sale
  • Following up and following through after the sale

**Telephone Techniques**

  • Identifying needs and expectations of telephone customers
  • Identifying and applying customer service concepts to telephone conversations
  • Speaking at an appropriate rate and volume
  • Responding appropriately to incoming calls, including complaints
  • Taking complete, accurate messages
  • Using good listening skills to understand the message and diffuse emotional barriers
  • Creating effective voicemail messages
  • Communicating a positive, courteous and helpful attitude
Business and Industry Services

Fox Valley Technical College
Business & Industry Services (BIS)
D. J. Bordini Center
5 N. Systems Drive
Appleton, WI 54914-1655

bi.services@fvtc.edu
www.fvtc.edu/bis
View BIS Calendar

P: 888-458-0449
P: 920-735-2525
F: 920-735-4771


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