Remote Selling & Improve Customer Experience In The Middle Of Covid-19
Event Information
About this Event
Remote Selling & Improve Customer Experience In The Middle Of COVID-19
OVERVIEW
While scientists and medical professionals work to research COVID-19 and help the sick, businesses all over the world are struggling to deal with massive disruptions to their supply chains, their production systems, and their ability to service their customers.
While a remote sales team means face-to- face meetings, training and coaching aren’t viable, There are still plenty of ways to keep sellers engaged and in the know. This sales guide will demonstrate how a virtual salesforce can be just as lucrative — if not more so — than its office-based counterpart, and how sales managers can ensure their teams have the support and resources needed.
For customer service professionals across many industries, a global crisis like Corona virus means a sudden spike in customer requests for information — and in cancellations and refunds from people who are often afraid, angry, and very stressed.
Maintaining high-quality service under those conditions is not easy. We’ve put together some crisis communication tips to help your team deliver the best service possible without burning out or lowering standards.
OBJECTIVES
• Uncover gaps and opportunities to optimize your revenue growth.
• How to Build Trust Selling Remotely
• Improve Customer Experience In Response To The Coronavirus Pandemic
• Increase sales during the pandemic
• Manage your sales team remotely effectively
• How to transition to online selling and remote selling
• Managing a flawless customer support
WORKSHOP METHODOLOGY
• Quizzes
For long, complicated training, stop periodically to administer brief quizzes on information presented to that point. Begin sessions with a pre-quiz and let participants know there will also be a follow-up quiz. Trainees will stay engaged in order to improve the pre-quiz scores on the final quiz. Further this will motivate participants by offering awards to the highest scorers or the most improved scores.
• Small group discussions
Break the participants down into small groups and give them case studies or work situations to discuss or solve. This is a good way for knowledgeable veteran employees to pass on their experience to newer employees.
• Case studies
Adults tend to bring a problem-oriented way of thinking to workplace training. Case studies are an excellent way to capitalize on this type of adult learning. By analyzing real job-related situations, employees can learn how to handle similar situations. They can also see how various elements of a job work together to create problems as well as solutions.
• Active summaries
Create small groups and have them choose a leader. Ask them to summarize the lecture’s major points and have each team leader present the summaries to the class. Read aloud a pre-written summary and compare this with participants’ impressions.
• Q & A sessions
Informal question-and-answer sessions are most effective with small groups and for updating skills rather than teaching new skills. For example, some changes in departmental procedure might easily be handled by a short explanation by the supervisor, followed by a question-and-answer period and a discussion period.
• Question cards.
During the lecture, ask participants to write questions on the subject matter. Collect them and conduct a quiz/review session.
• Role-playing
By assuming roles and acting out situations that might occur in the workplace, employees learn how to handle various situations before they face them on the job. Role-playing is an excellent training technique for many interpersonal skills, such as customer service, interviewing, and supervising.
• Participant control
Create a subject menu of what will be covered. Ask participants to review it and pick items they want to know more about. Call on a participant to identify his or her choice. Cover that topic and move on to the next participant.
• Demonstrations
Demonstrate the steps being taught or the processes being adopted.
• Other activities.
Create a personal action plan, paraphrase important or complex points in the lecture
Your Trainer
Angeline Ann Samuel
Bachelor of Software Engineering (Hons), University of Staffordshire, CEO & Founder Of A TECH Certified Ethical Hacker (CEH) Computer Hacking Forensic Investigator (CHFI)
Our consultant is an experienced specialist in professional devel- opment. She has been spearheading a global development company, primarily the management consulting wing specializ- ing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.
Her everyday role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive & market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio. Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.
COURSE OUTLINE
Day 1 (11th June 2020):
Sales - How to sell remotely like a pro? How to manage a remote sales team?
Module 1
• What is remote sales?
• Remote Selling: How to Transition From In-Person to Online Selling?
• What is the advantages and disadvantages of remote sales?
• How can you sell remotely like a pro?
• How to do remote sales effectively?
Module 2 :
• How to manage a sales team remotely?
• Be as personable as possible.
• Closely track your customers interest and interactions.
• Keep building your relationship via social media.
Module 3:
• Organize your meetings & process with maximum efficiency.
• Build daily habits around sales activity.
• Set clear goals & manage on input- level sales goals first.
• How to build trust, and how to run an effective online meeting?
• Content that’ll help you accelerate trust and your sales cycle.
• Remotely conveying the company brand.
Module 4:
• Essential Verbal Skills – The importance of vocal tone, pace, word choice.
• Customer Personalities – Understanding four personality types found in business.
• Strategic Questions – Techniques to uncover customer needs.
• Objection Handling – Turning customer objections into sales opportunities.
• Prospecting – Proven outreach and methods to re-engage + sell past customers.
• Communication Tips – Leveraging email + voice mail sales communication.
Day 2 (12th June 2020):
Building A Successful Remote Customer Service Team
Module 1:
• How to unite your remote customer service team?
• Be clear about who the audience is.
• Understand Your Customers In This Moment.
Module 2 :
• Critically review the current experiences you are delivering.
• Gathering sufficient information for your CS team
• How do you keep everyone productive and accountable?
• How do you replace the “office” culture?
• How to empower and engage remote service teams?
Module 3 :
• How do you manage support to ensure that nothing s lips through the cracks?
• How do you optimize support coverage over a 24-hour day?
• Best practices to help your service team adapt, survive and thrive in a homeworking environment.
Module 4 :
• Develop a customer-centric mission and consistently reinforce that vision.
• How to communicate to customers in anxious times?
• Delivering consistent support in a crisis.
• Surviving a crisis and preparing for next time.
