Service Sells

Download course details
Short Description Providing customer service helps a customer, prospective customer or guest to make a wise buying decision. This workshop provides the techniques to effectively carry out this process.
Duration ½ Day
Who Should Attend Those who work in a frontline face-to-face sales or service position where they have the opportunity to influence a customer or prospective customer’s buying decision. This workshop comes in two versions Generic-Business – for those employed in retail or general service business where contact with the customer is of short duration Food and Beverage – for those working in the hospitality industry such as cafes, bars and restaurants.
Pre-requisites There are no pre-requisites for this programme.
Key Subject Areas
  • Processes and techniques for the meet and greet and the farewell
  • The value of knowledge, skills and attitudes in customer service
  • Listening and questioning techniques
  • How to discover stated and unstated needs and how to exceed the expectations of customers or guests.
  • Features and benefits (What’s the difference?), and understanding the customer is only interested in benefits
  • How to identify further opportunities that will add value to both the customer and the organisation.
Learning Outcomes This workshop will enable the participant to
  • understand the importance of gaining knowledge, skills and appropriate attitudes.
  • use meet, greet and farewell techniques that will enhance the customer’s visit and encourage return visits.
  • use active listening and open questioning to ascertain customer needs.
  • identify stated and unstated needs and match product or service benefits to those needs.
  • uncover additional opportunities such as ‘add-on’ and other related items.
Certification Following successful completion of the KiwiHost Service Sells workshop, participants will receive an internationally recognised KiwiHost certificate.
Materials Supplied Each participant will receive a 40 page workbook and a Memory Jogger.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
Register for this Course » Enquire about running this course in-house »