Performance Solutions for Sales
The most customer-centric, practical, and effective skills for today's sales challenges.
Most people think "selling" is the same as "talking". But the most effective salespeople know that listening is the most important part of their job.
What is Customer-Oriented Selling?
Customer-Oriented Selling is the most comprehensive and flexible sales training program available in the marketplace today. Your sales force will learn how to build successful business relationships by helping customers achieve both their business and personal objectives.
This sales training program teaches a consultative process for developing understanding and agreement between the customer and your salespeople throughout the sales process. It's a logical, non-manipulative approach that works. COS develops proven selling skills while teaching your salespeople to be responsive consultants — individuals sincerely interested in helping to achieve the business objectives of their customers with your products or services.
In short, Customer Oriented Selling offers a route to more satisfied customers, more successful salespeople, and better long-term business relationships.
Program Description
Unit 1: Introduction to Customer-Oriented Selling
Provides an overview of the COS Program content and sales process.
Unit 2: Focusing on the Customer
Introduces concepts that are the foundation of Customer-Oriented Selling.
- The customer's perspective described by customer situation factors and customer objectives.
- The customer-focused skills of questioning, listening, and verifying.
Unit 3: The COS Sales Process
Covers the steps in each of the four phases of the sales process. These phases include: opening the call, determining customer objectives and situation factors, presenting recommendations using the objective-benefit-feature (OBF) concept, and obtaining customer commitments. Customer-focused skills, taught in Unit 2, are reinforced throughout this unit. Role-plays customized to your sales environment are a key activity in this unit.
Unit 4: Managing Sales Obstacles
Covers the processes and skills used to identify four types of sales obstacles. Participants are taught how to respond to these obstacles and then return to the sales process.
Unit 5: COS Call Planning
Call Planning applies the ideas, skills, and terminology learned in Units 1-4 to plan upcoming calls. COS Call Planning covers developing a customer profile, outlining a call plan, and conducting post-call analysis. This unit also contains an optional Final Role-Play Exercise.
Organizational Impact
Customer-Oriented Selling will enable salespeople to:
- Learn to determine the customer's objectives and situation factors.
- Understand and use the key customer-focused communication skills.
- Prepare for and learn from each sales call through pre-and post-call analysis.
- Conduct sales calls using a proven four phase customer focused sales process.
- Effectively handle obstacles without feeling uncomfortable or adversarial.
And old Dave, he'd go up to his room, y'understand, put on his green velvet slippers - I'll never forget - and pick up his phone and call the buyers, and without leaving his room, at the age of eighty-four, he made his living. And when I saw that, I realized that selling was the greatest career a man could want.
What are users saying
It is the truth - COS has a major advantage... the selling process is appropriate not only for the sales staff, but also for other staff members who interact with, and serve the customer.
For more information on another success story, download the World Wide Coffee Company case study in pdf format.
Customer Oriented Selling is designed as a 2-day interactive workshop for 6 – 18 participants.
For online or blended versions of this program, please see our Online Campus at www.norquestonline.com.
Easy Program Delivery!
The comprehensive Administrator’s Kit includes everything you need to facilitate this course. Each facilitator guide includes a Facilitator Resource CD that contains forms, a PowerPoint, a Pre- and Post-Test, as well as additional materials to help instruct the programs and enable users to have a more powerful learning experience.
Order Administrator Kit Your Price: US$ 1,500 Participant Workbooks: includes a wealth of help and a complete record of the program. One book is required for each participant. This workbook is designed to be used with the classroom or online course Order Participant Workbook Your Price: US$ 88.
Training Support
Support is also provided to both facilitator and participant alike through our exclusive website. This site contains downloadable, interactive forms, assessments, trainer tips, certificates of completion, and much more, all designed to enhance and reinforce the learning experience.