Service Technician Seminars
- Modules:
- Selling Service
- Winning the Customer
- Trouble Shooting
- Objections and Complaints
- Customer-oriented behaviour
- Dealing with difficult objections
- Customer Orientation and Additional Selling
- Organizing Service
- How to sell Service Agreements
- Professional persuasion
- Activating your energies
- Reduce Stress and win Friends
- Seminar descriptions PDF-Download
Service Selling
Seminar objectives
- The participants will
- Get to know the sales features of Service
- Learn to formulate the benefits from the sales and customer viewpoints
- Learn to present the benefits to the customer
- Learn to recognise sales opportunities and take advantage of them
- Learn to describe the benefits of various service quotations
- Learn the right sales points and when to apply them
- Learn to convince the customer and deal with resistance/objections
- Learn to give active advice
Contents
- The process of convincing
- Formulating to convince
- USP
- Sales situations
- Genuine spare parts
- Backup
- SAM ...
- Follow the customer's thought process and give active advice
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Selling
Seminar objectives
- The participants will
- Learn the customer's decision motives
- Recognise the customer's motives
- Learn how to orientate discussions and arguments towards these motives
- Learn the most important factors in the process of convincing
- Learn to adapt to the customer's behaviour
Contents
- Decision motive
- Recognizing motives
- Meet the customer's motives
- Motive-oriented discussion and argument
- The process of convincing
- Adaptation to the customer's behaviour
- Improve discussion atmosphere and customer relations
- The island of the other one
- Pacing - Rapport - Leading
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Conflicts
Seminar objectives
- The participants will
- Set the right priorities and decide on the right procedure when recognizing suboptimal / wrong installations
- Work on recognized disorders in the customer's compressor station
- Explain the situation to the customer
- "Sell" necessary changes to the customer
- Give feedback to the General Manager/sales representative regarding recognized disorders
- Be able to discuss critical cases
- Be able to give and accept feedback.
Contents
- Set priorities with the customer
- Give feedback about wrong installations
- Johari-Window, feedback
- Giving feedback to GM / Sales representatives
- Rhetoric for difficult situations
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Conflicts
Seminar objectives
- The participants will
- Refresh their communication skills
- Get to know the important rules of customer orientation on the phone
- Learn how to deal with arguments of the customers
- Learn the meaning of complaints and how to deal with them
- Understand the different aspects of a statement
- Train to be more successful in situations with strongly emotional customers
Contents
- Customer orientation
- Discussion partner's arguments
- The complaint
- 8 steps of dealing with complaints
- The four aspects of a statement
- Stress model
- Strongly emotional behaviour
- Unfair arguments
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Personality Types
Seminar objectives
- The participants will
- Get to know the different dimensions of behaviour of the DISC personal development profile
- Understand themselves and others better by a new framework for looking at human behaviour
- Gain self-understanding and will analyze their behaviour in relationship to their customers
- Recognize their behaviour pattern
- Learn to adapt their behaviour more to the types of their customers
- Understand the demands of their customers in a new and better way
- Get further knowledge how to deal with difficult customers
Contents
- DISC® - Personal Development Profile
- Key Characteristics of the four behaviour dimensions
- Strength and weakness of the characters
- DISC service strategies
- Suggestions for interaction with the different client´s DISC® - style
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Conflicts
Seminar objectives
- The participants will
- Analyze, differentiate and understand the background of difficult communication problems
- Be able to respond suitably to arguments against your company
- Recognize and win over customers having a negative frame of mind
- Be able to positively formulate advantages
- Be aware of the effect of their points of discussion
Contents
- Decision motive
- Recognizing motives
- Meet the customer's motives
- Motive-oriented discussion and argument
- The process of convincing
- Adaptation to the customer's behaviour
- Improve discussion atmosphere and customer relations
- The island of the other one
- Pacing - Rapport - Leading
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Selling
Seminar objectives
- The participants will
- Optimize their discussions
- Think for their customers and therefore do cross selling
- Adapt the customers behaviour
- Be aware of the effect of and improve their behaviour
Contents
- Improvement of customer orientation (positive verbalization, same track, acknowledgement, benefit argumentation, motivating voice)
- Listen actively
- Questioning
- Recognize the customer's needs and offer useful additional equipment
- The impact of rhetoric, argumentation, voice, attitude, mood, body language
Methods
- Lectures
- Group work
- Single work
- Exercise
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Organization
Seminar objectives
- The participants will
- Learn the fundamentals of self-organization and time management
- Learn to keep their training and information up to date and to organize these themselves
- Learn to actively obtain new information from Coburg
- Learn to organize customer information exchange with their colleagues (together with the Service Manager)
- Understand their position as responsible members of the Service organization and work on principles of operation
- Learn to support their Service Manager by actively following thought processes and passing on information
- Learn to bring their suggestion for continuous improvement in the Service concept to the customer
Contents
- Self-organization
- Time management
- Dealing with flow of information
- Passing on information
- Responsible negotiation
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Selling
Seminar objectives
- The participants will
- Know, what has to be organized before, during and after the customer visit
- Get to know the sales features of Service agreements / contracts
- Learn to use the benefit argumentation due to the customers motives
- Learn to present the benefits to the customer
- Learn to recognize sales opportunities and take advantage of them
- Learn to describe the benefits of various service quotations (e.g. service contracts, full service, service agreements)
- Learn to sell by phone (Coordinators)
- Find out and establish the right benefit argumentation for the customer
- Learn to convince the customer and deal with resistance/objections
Contents
- Organisational task before, during and after the customer visit
- Benefits of Service agreements
- The process of convincing
- Convincing by directing the customers motives
- Sales situations
- Phone contact with customers
Methods
- Lectures
- Group work
- Feedback
- Role-play
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Selling
Seminar objectives
- The participants will
- Learn the technique of argumentation
- How to use the benefit argumentation
- Learn how to deal with objections
- Learn how to sell products
Contents
- Technique of argumentation
- Benefit Argumentation
- Product selling
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service Motivation
Seminar objectives
- The participants will
- Be able to influence their own mood
- Are able to deal with changes in a positive way
- Learn how to get a strong self esteem and see its benefits
- Mobilize their own energies
- Introduce themselves in a professional way
Contents
- How the different Behavioural Types deal with changes
- Positive Thinking, Feeling and Action
- Dealing with changes
- Anti-cyclical Action
- A strong self esteem
- Self management - get energy (Physical Energy, Quality of Energy, Focus the Energy, Relevancy)
- Self introduction - Positioning, Creating Trust
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Service - Dealing with Stress
Seminar objectives
- The participants will
- Recognize the effect of stress to their performance
- Recognize the development of stress
- Learn how to avoid stress
- Recognize the coherence of stress and customer orientation
- Get aware of the connection between stress and partnerships
- Learn the fundamental principles how to win friends (customers)
Contents
- Stress Development and effect
- Dealing with stress
- Reduction of stress
- Effect of stress to (customer) relationships
- Establish relationships and win friends (customers)
Methods
- Lectures
- Group work
- Feedback
- Emphasis training
Organisation
- Target Groups
- Service technichian
- Service staff
- Period
- 1 day
Selling Service PDF-Download
Winning the Customer PDF-Download
Trouble Shooting PDF-Download
Objections and Complaints PDF-Download
Customer-oriented behavior PDF-Download
Dealing with difficult objections PDF-Download
Customer Orientation and Additional Selling PDF-Download
Organizing Service PDF-Download
How to sell Service Agreements PDF-Download
Professional persuasion PDF-Download
Activating your energies PDF-Download
Reduce Stress and win Friends PDF-Download