Sales Skills and Customer Service Courses

This module will cover the key elements of customer service from the point of meet and greet and will also explain why showing empathy, trust and professionalism help customer service.

We also cover how to plan and structure your phone calls, to ensure you make the most of every call you make and receive. We know you often have to deal with tricky situations, so we have included how to deal with an angry client and how to deal with abusive calls, to give you confidence in these situations.

• Understand the principles which impact on customer expectations in the property sector
• Understand how to create customer relationships
• Understand how to satisfy customer requirements and identify solutions to customer problems and complaints
• Describe techniques for dealing with customer problems or complaints
• Identify solutions to customer problems and complaints
• Describe the steps of how to be proactive to gain trust
• Understand the principles which impact on customer expectations in the property sector
• Understand how to create customer relationships
• Understand how to satisfy customer requirements

This course will give you a good understanding of how to structure a sale – how to question your customer effectively, how to sell using features and benefits and how to overcome objections and then close the deal.

These skills are a good core of knowledge and we apply them throughout the course. We challenge you to explore the service offered by your own business and explain why gathering excellent information from a prospect will help make advice based sales more straightforward.

• Learn how to use different questioning techniques to spot business
• Use key features and benefits your agency services to win more business
• Question clients to gain information in an efficient and effective way
• Learn how to overcome objections and barriers to closing the sale
• Understand different methods of closing a sale
• Understand how to register client details effectively
• Understand how to use sales skills to sell agency services

Every property negotiator, lister or manager needs to be effective at taking notes and making the most of information gathered about customers, as well as being able to handle reviews and tasks effectively.

This course also includes the processes to follow for effective, hot calling and managing a quality applicant database. These skills are the general day to day essentials. Negotiating a sale or let or handling price reductions are covered in more specific lettings and estate agency courses.

• Understand the importance of note taking and keeping an up-to-date database
• Understand how to prepare property details and arrange marketing
• Learn time management skills
• Understand how to be proactive hot calling new properties.
• Keep an up-to-date database and be efficient with reviews and task.
• Describe the different types of viewings available and how to select the most appropriate
• Create a high quality database using agency software and procedures
• Building skills of business generation and building a pipeline of leads