Wouldn’t it be awesome if your company could have it’s very own training portal hosted by a sales, customer service and winning team culture expert? Yes, yes it would.
The following information outlines the Pinnacle Performance training program for the tire/auto service industry but can be adapted for any retail or service business that interfaces directly with customers.
Phase 1: Pinnacle Performance Sales/Customer Service Seminar
To get your team on the Pinnacle Performance path, the first step is your initial in-house training (at your facility or a local-to-you meeting facility).
Steve’s Pinnacle Performance is the Best Reviewed Sales/Customer Service Training Program in the Tire/Auto Service Industry!
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Awesome! But Now What?
The Problem With Sales/Customer Service Training
All too often sales/customers service training is treated as an event, rather than a proper ongoing process of continuous development. As unproductive, many business owners and/or managers initially seek the moves or the elusive script as a means to greater performance. All this is the equivalent of going to a Michael Jordan seminar and listening to “His Airness” speak about how to dribble, pass and shoot like an NBA superstar.
While immediately moving and motivating, this presentation will do little to develop your skill set and produce exceptional results over the long-term. To truly create world-class performance and lasting success, you must have the tools (the sneakers, the basketball, the playbook) but it is also critical that you consistently work on your game through a disciplined and committed training and practice regimen. Enter your training portal…
* The following is adapted from the actual client agreement
Phase 2: Institutionalizing the Pinnacle Performance Model
Steve will provide coaching and consulting services to further the performance of development of the client’s sales and customer service staff in conjunction with the onsite Pinnacle Performance Sales & Customer Service Training Program.
Phase 2 implementation is conducted in two concurrent programs:
a) Your Pinnacle Performance Sales & Customer Service Tool-Kit
b) Your Pinnacle Performance Sales & Customer Service Portal
Part A – Your Pinnacle Performance Sales/Customer Service/Winning Team Culture Tool-Kit
Steve will develop and produce the “Pinnacle Performance Sales/Customer Service Tool-Kit”; a comprehensive sales/customer service training/reference guide designed to institutionalize the Pinnacle Performance sales/customer service training model (best practices, principles, procedures, etc.).
This comprehensive, tailored-for- (your business) training and reference manual features expanded material from the initial Pinnacle Performance onsite training program in addition to new information and aids for training and further professional development of retail store personnel.
The tool-kit will consist of a minimum of 22 individual lessons with methodology, best practices, technique and process information consistent with the Pinnacle Performance Sales & Customer Service training model, including:
(Tire/Auto Service Example)
1) Values & Best Practices
2) Essential Elements of Extraordinary Service
3) Why We Need Superior Customer Service
4) Building Rapport & Earning Trust
5) Power of Positive
6) Customer-Focused Behavior
7) Consistency
8) Emotional Engagement
9) Emotional Intelligence
10) Selling Value – Methodology
11) Customer Communications – Active Listening
12) Customer Communications – Body Language
13) Managing The Two Customer Types
14) Therapeutic Selling – Methodology
15) Therapeutic Selling – Diagnostic Questions
16) Selling Value – Dealing with “the cheapest tire” customer
17) Selling Benefits vs. Features
18) Exceeding Customer Expectations
19) Telephone Relations – Effective Etiquette & Skills
20) Telephone Relations – Managing The Call
21) Managing Customer Problems & Complaints
22) Warm Welcomes & Fond Farewells
The tool-kit will also contain items tailored for the clients business. Steve will consult and collaborate with the client during the development process of this material:
- Service Vision Statement
- Customer Bill of Rights
- In-store and telephone evaluations
Part B – Your Pinnacle Performance Sales/Customer Service/Winning Team Culture Portal
For effective distribution, adoption and implementation of the training content provided in the “Tool-Kit”, Steve will concurrently develop and maintain the “(Your Business) Pinnacle Performance Portal”; a private interactive internet website exclusively for the clients’ sales and service personnel.
The primary purpose of the portal site is to provide a centralized location to implement the Pinnacle Performance Sales & Customer Service Tool-Kit. Additional benefits are to further the unity and consistency of the client’s sales personnel by providing a functional system to share ideas, receive feedback and provide coaching, develop best practices, etc.
Utilizing the portal, tool-kit training lessons will be introduced on a bi-weekly basis and this site will serve as a communication/coaching point between the client’s sales and customer service personnel and Steve. Each tool-kit training lesson will include a companion online test with 6-10 multiple choice questions related to the associated content, enabling personnel to “test out” the lesson and their understanding of the content.
In addition to tool-kit training lessons, the portal will be regularly updated with professional development subject matter in the form of articles, executive book summaries and affiliated content that appropriately ties into the Pinnacle Performance training model.
During the course of Phase 2 implementation, Steve will also function as “Sales Coach in Your Corner”, an extension of the client’s sales management. In this capacity, Steve will monitor the portal site and maintain consistent “real-time” communication with the clients’ sales and service personnel and provide unlimited coaching support as needed.
Pretty Awesome, Eh?
Yes, yes it is.
Your training portal will look and feel of this blog site but everything will be branded for your business!
Take The First Step Towards Pinnacle Performance!
Pricing is dependent on the number of employees that will be participating in the program. Contact Steve for more information today @ 866-721-6086 Ext. 701 or via email @ steve@saleawayllc.com
Comments on: "Your Team’s Training Portal" (3)
Thank you for sharing excellent information! Your site is so cool. I’m impressed by the details that you have on this site. It reveals how well you understand this subject. Bookmarked and will come back for more articles. You, my friend, ROCK! What an ideal site.
Whoa Steve.. I’m really loving this idea! With less than 10 employees in customer service here, my company is not big enough to justify a full time manager/trainer on staff. Your solution could work out real well for us and I’d think a lot of other companies in our situation.
I’ll email you my company info and contact info shortly and hope we can connect on this soon.
Liza
I love your writing style genuinely loving this website. “Whatever you can do, or dream you can, begin it. Boldness has genius, power and magic in it.” by Johann Wolfgang von Goethe.