+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 & Industry Services (BIS)
5 N. Systems Drive
Appleton, WI 54914-1655

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