Essential Sales and Service Skills Curriculum
Training is only as effective as the performance it improves and the results it produces… Therefore… DVR Learning offers a comprehensive web-based sales and service skill building curriculum that produces measurable & sustainable results – This is more than just training!
This program includes…
- Assessment
- Mentoring/Coaching
- Interactive Online Learning
- On-the-Job Application with Feedback
- Online Dashboard for Communicating with Peers and Coaches
- Evaluation and Measurement
- Coaching Guides and Reinforcement Activities
- Certification Options
The Essential Sales and Service Skills Curriculum and Certification Program is a proven method for increasing sales relationships and outcomes. Our comprehensive approach to learning ensures that skills are learned, practiced and applied to produce the outcomes that your organization needs.
Interactive e-Learning Modules
| Speaking Your Customer’s Language Enhance your communication with internal and external customers by identifying communication styles and applying effective communication, listening and rapport building skills. |
It Takes All Kinds Learn how to build relationships by reading people, understanding yourself and adjusting your approach to gain commitments and improve communication. |
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| Handling Stalls & Objections This module will prepare you to handle even the most difficult objections. Learn how to handle stalls, overcome customer doubt, get customers who are dragging their feet to make a commitment and learn to quantify value over price objections. |
Service from the Inside Out A common thread in all outstanding organizations is that service starts on the inside. This module will enhance customer service and relationship building skills with internal and external customers to provide service beyond expectations. |
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| Negotiating for Impact As a result of this highly interactive e-learning module, you will develop win-win negotiation plans for key accounts that will produce higher margins and customer satisfaction. Learn your negotiation style, make better concessions and overcome tactics. |
Expanding Your Business Increase market share of your products and services by growing your current and prospective customer base and obtaining more competitive sales. Position yourself within your accounts by developing relationships with multiple influencers. |
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| Closing, Gaining Commitments & Follow-up Gaining commitments is a natural part of the consultative sales process when applied correctly. As a result of this module you will eliminate fear of commitment, recognize buying signs & appeal to different “convincer” strategies to confirm the sale. |
Consultative Selling – Identifying Needs This module will help identify customer needs by utilizing questions effectively. You will also learn how to present solutions that target the customer’s true needs and interests even if those needs are not communicated. |
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The Process
Application Exercises
Roughly one to two weeks after completing a module participants will be asked to participate in an application exercise. The feedback provided by the participant will then go to their assigned coach who will provide written feedback. Providing feedback is a breeze thanks to the built-in starter templates.
Coaching Guides
Each module includes a comprehensive coaching guide with reinforcement activities. These guides provide insights for recognizing and coaching desired sales and service behaviors with individuals and groups. Several group meeting ideas and agendas are included.
The Consultative Sales Model
The Essential Sales and Service Skills Curriculum and Certification Program is based upon the Consultative Sales Model. Each module focuses on a segment within the model.
Powered by DVR Impact
The entire process is managed by DVR Impact, DVR Learning’s Coaching and Performance Management platform. Assessments, coaching, communication and evaluation are all handled from one easy to use website. Fore more information about DVR Impact please see Training & Performance Management Toolkit.
