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.
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Learning Objectives
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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Length
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