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Sales & Customer Service Virtual Workshops

In today’s business environment it is increasingly difficult to differentiate oneself. One of the best tools that you have for success are your people. However, your people need to know how to sell and service all kinds of customers effectively. Just as there are four generations of employees, your organization sells and services at least four generations of customers and clients.

Our training workshops in sales and customer service meet three objectives: they train participants on sales and service skills, ranging from the fundamental to the more complex; they take into account that your customer and employee base is multigenerational; and they are customized to your operational environment.

Different Generations – Different Approaches to Selling

Sales teams face the challenge of effectively selling your organization’s products and services to different types of customers.

Your customer base, more than likely, is comprised of different generations (Traditionalist, Baby Boomer, Gen X, Millennial, Gen Z). Each of these customer groups possess unique identities and expectations of how they expect sales people to interact with them.

It is important for sales representatives to tap into the values, expectations and buying motivations of each generation in order to increase levels of customer engagement. The higher the level of customer engagement, the higher likelihood that the relationship leads to sales. The objective of this workshop is to provide concrete tips and techniques for how to apply a generational approach to the sales process.

We explore the identities of the different generations and how these identities translate into different behaviours and expectations. We discuss how to execute a sales process that engages all different generations. Participants leave the session having solved a sales challenge and having analyzed how their current sales process can be improved.

Audience

• Sales representatives, sales managers

Length:

• Half or full day workshop; 60-90 minute presentation

Learning Objectives

• At the end of this session, participants will be able to:
• Key characteristics and values of the different generations
• How generational identities translate into different behaviours, as it relates to authority and work styles
• Generational perspectives of customer loyalty
• Layering on a generational perspective to the sales process
• Solving an individual sales challenge

Different Generations – Different Approaches to Customer Service

The clients and customers you serve are, more than likely, from different generations (Traditionalist, Baby Boomer, Gen X, Millennial and Gen Z). Each customer group possesses unique identities and expectations of customer service.

It is important for customer service and sales representatives to learn how to deliver exceptional service according to how the customer expects to be served, rather than how the rep would like provide service. It is only by being able to exceed customer expectations that organizations will be able to build strong brands and relationships. The objective of this workshop is to build concrete behaviours that improve service to a multigenerational customer base.

We explore the identities of the different generations and how these identities translate into different behaviours and expectations. We discuss what each generation of customer classifies as service excellence. We determine concrete tips and techniques that will improve service from a generational perspective.

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