O'Reilly logo

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Mastering Sale and Service

Video Description

In this dynamic, informative series, psychologist Peter Quarry hosts a panel of sales and service experts: Michael Schiffner, managing director of Collective Intelligence, an award-winning sales training consultancy, Gayarthri Buur-Jensen, a top retail sales manager, and Andrew Stuart, co-founder of real estate giant Hocking Stuart. Learn a range of skills to improve sales performance.

The eight video chapters are:

  1. What Customers Love and Hate: 12 minutes How to avoid turning customers off, instead converting them on the spot. Engage customers with skills: • Punctual, polite, ask permission • Use open questions to explore needs • Create value and link benefits
  2. Selling Yourself First: 12 minutes First impressions, building a rapport and developing trust – how can you improve? Build customer relationships: • Build rapport and trust • Impress with questions and warmth • Look professional, be fit and positive
  3. Presenting with Impact: 16 minutes Some presenters put you to sleep, others instinctively energize. Learn techniques for great presentation. Strategies to impress customers: • Engaging questions to learn needs • Listen, encourage, invite questions
  4. Overcoming Objections: 16 minutes Learn how to overcome objections without feeling overcome by customer negativity. Learn strategies for typical objections: • No need, price, feature or time • Acknowledge and normalize feelings • Use reference examples, features and options
  5. Closing the Sale: 12 minutes Is it a question of ‘closing’ a sale or ‘ensuring’ it instead? Is there a formula or is it better to go with instinct? Closing with success is the natural progression: • Customer commitment stages • Ask progressively, add items • Summarize needs, link to product
  6. The Phone as a Friend: 13 minutes Knowing how to maximize phone interactions and capitalizing on new technologies. Effective and efficient phone use: • Sell or add on inbound calls • Do calls early, use SMS, log calls • Effective messages and follow up
  7. Managing Difficult Customers and Complaints: 13 minutes How to transform a difficult customer into a transformative win-win for everyone. Turn angry customers into advocates: • Acknowledge, apologize, allow venting • Don’t argue or take personally • Probe for cause, determine best fix
  8. Working Constructively in a Sales Team: 13 minutes Harnessing all the salespeople into an effective, collaborative team of happy, high-achievers. Achieve best results from the team: • Winning characteristics, value diversity • Promote fun environment • Two-way feedback, coaching, being a role model