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TRAINING AND WORKSHOPS · AREA 01

Sales training
and customer service.

For salespeople, advisers, account managers and customer service teams.

Sales training covers the whole process, from prospecting and understanding needs to presenting solutions, defending price and closing. With customer service teams, we work on difficult conversations, complaints and additional sales. We select tasks relevant to your salespeople, advisers and account managers, using products, proposals and situations from their work.

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01

Consultative selling and closing

A sales conversation should move from understanding the customer's situation to a decision to work together. We develop needs analysis, questions about goals and difficulties, selection criteria and the buying process. Participants prepare presentations that show how the offer would be used and its value for a specific customer. We use their company's own products and services.

We practise defending value and price, and handling objections by identifying their causes, clarifying concerns and choosing a response. We work on buying signals, asking for a decision and closing the sale. Participants prepare follow-up conversations after a proposal, agree on next steps and examine how to avoid contacts ending with 'we'll be in touch'.

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02

Finding and winning new customers

Who is worth approaching, why and with what opening message? This workshop structures prospecting, from assessing company potential and identifying buying influencers to preparing a call, message or meeting. Participants consider where to find contacts and what information to gather to start a conversation about an issue that matters to the prospect.

We work on opening conversations, briefly explaining the value of the contact and responding to refusal. We practise qualifying questions and proposals for a next step. We review priorities, activity planning and consistent follow-up. Participants prepare their own messages and a way to assess what leads to conversations, proposals and sales.

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03

Customer service and additional sales

Customer contact requires understanding the issue, clarifying expectations and explaining available solutions. We work on face-to-face conversations, phone calls and correspondence. We address complaints, grievances, pressure and situations where a refusal is necessary. Participants practise explaining, setting boundaries and agreeing on next steps without escalating conflict.

Additional sales start with an additional customer need and an assessment of whether a larger or complementary purchase is justified. Participants practise questions, timing, presenting benefits and responding to concerns. We work on closing the additional sale and confirming agreements. Materials include actual service cases, complementary offers and messages used in the company.

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WORKING WITH YOUR EXAMPLES

From training
to everyday work.

Before the session, we agree on participants' needs and the intended result. During the workshop, we analyse company situations, practise specific skills and refine solutions for use after training.

We can combine training with management consultations or support for the team during implementation. We adapt the scope and format to your situation.

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QUESTIONS AND ANSWERS

Practical questions about training

How can we defend price without automatically offering a discount?

We start by checking what the customer is comparing and how much the solution matters to them. Participants practise explaining price through specific uses, benefits and terms of cooperation. They also examine when 'too expensive' is about price and when it reflects a lack of confidence in the offer.

How should we analyse customer needs before preparing a proposal?

Questions should establish the customer's goal, current difficulties, selection criteria and decision process. Salespeople prepare questions for their own products and services and learn to confirm their understanding with the customer. This gives the solution a clear connection to the customer's situation.

Does the training cover objections and closing?

Yes. We work on concerns about price, competitors, timing and the purchase itself. Participants practise clarifying doubts, responding and asking for a decision or next step. We also examine follow-up after a proposal when the conversation stalls at 'I need to think about it'.

How can we combine customer service with additional sales?

We start with an additional customer need and assess whether expanding the purchase makes sense. Participants practise timing, presenting benefits and responding to concerns. When handling a complaint, we first clarify the customer's issue and agree how it will be resolved.

Related training:Commercial negotiation and protecting your terms →

OTHER AREAS

NegotiationLeaders and teamsAI in businessChange

TRAINING AND WORKSHOPS

Let's talk
about your team.

Tell me what your people are dealing with and what you want to change. We will choose a topic, scope and way of working that fits your situation.

Ask about training
wszewczykowski@o2.pl+48 502 722 755