Selling Skills

Selling Skills is our core class. It provides the foundation for our product and technology training, and provides attendees the sales skills necessary to gain and keep customers.

Selling Skills is aimed at all employees, with a special emphasis on front-line employees – customer service reps, installers, help desk staff – anyone who deals with your customers.

This class covers the sale from preparation to closing and includes:

• Target marketing
• Identifying features and benefits
• Uncovering needs
• Matching needs to benefits
• Closing the sale.

We use the concept of building bridges to the customer by finding needs, matching those needs to the benefits of the product, then closing.  This needs-based selling is the cornerstone of our sales training and is consistent with a telco culture of customer service.  Attendees can apply these skills in their everyday contact with customers - including inbound calls, new service orders and direct customer contact.  Armed with these new abilities, front line employees meet customer needs, solve problems, sell more products and services and give the personal attention that keeps the competition away.

MS Communications utilizes workbooks to learn the concept, a video to illustrate the skill, and role plays to learn the skills in an effective, time-tested Read-See-Do approach.  To illustrate the use of using effective questions to uncover needs, we use the setting of establishing service for a new customer.  In the service representative video scenario, the service rep uncovers needs for Internet and E-mail, voice mail, basic telephone service -- B-1 with call waiting, cellular and her company's own long distance service.  She demonstrates the important concept of ONE-STOP SHOPPING.

In the installer video scenario, the installer is at a customers premises on a routine jack installation.  He sees and hears needs for *69, *66 and a teen paging service.  He also illustrates how the installer and service representative work as  a team bridging to the customer.

Both videos also demonstrate effective customer advocacy and public relations skills, key ingredients in the successful ONE-STOP SHOPPING approach. In the service representative video, there are six more scenarios that illustrate both sales skills and product knowledge.  These are once again set in an everyday sales opportunity in a phone company.