Essential Skills Your Employees Can Enhance With Sales Online Training Programs
Skill mastery is priceless because employees can utilize these vital talents in every aspect of their lives. However, it’s particularly important in the sales industry. Your staffers must interact with customers on a daily basis. They must listen to their problems to find the right product. As well as work with colleagues to ensure an amazing Customer Experience. For example, collaborate with the customer service team to facilitate an exchange or add-on a service contract. No matter what role they fill or how long they’ve been with your organization, employees expect to see these 8 crucial skills in your sales online training programs.
1. Active Listening
There’s nothing more frustrating for customers than salespeople who simply don’t care. Particularly when these customers are most of the work for them. They’re voicing their buying concerns, needs, and expectations so that employees can help them find the best product. But staffers are so inattentive that they miss the clues. For this reason, your sales online training programs must include active listening skills. Employees should know how to listen to the customer, acknowledge that they’re paying attention, and analyze the information.
2. Problem-Solving
Successful employees are Sherlocks on the sales floor. They know which questions to ask to find the right product. Granted, some customers know exactly what they need and require minimal employee intervention. But others require some tactful sleuthing. Sales employees must know which products are available, the purposes they serve, and who they’re intended for. And that’s just one piece of the puzzle. They must then get to the bottom of the problem. What are the consumer’s challenges and how can your products help them resolve it? Which item is the best investment based on their expectations and budget? If they adress these issues effectively, it will be a great starting point for developing a winning sales enablement strategy.
3. Empathy
The sales team doesn’t have to sit down with everyone who walks through the door to chat about their day and listen to them vent. Instead, they must exhibit a unique form of empathy. They must show genuine interest in the customer and their needs. To listen and try to understand their point of view. The same courtesy must be shown to their co-workers to avoid conflicts and build a strong team dynamic.
4. Non-Verbal Communication
Sometimes the most important part of customer interaction isn’t what is said, but the non-verbal cues. Shrugs, eye rolls, and disguised grins are just a few ways that customers communicate with your sales staff. Negative gestures may be a sign that they’re about to walk away. While positive expressions indicate that your team is close to a sale. The consumer just needs a little nudge to get them there. Simulations and demo videos are effective ways to build non-verbal communication skills. Since they give employees the opportunity to interact with personas and decipher their body language.
5. Negotiation
Some employees may not need negotiation skills because the product is a set price and there’s no room to move. There aren’t any add-ons or upgrades to offer them. However, this is rarely the case. Most employees need to be strong negotiators who can boost per-ticket sales. Or agree on a mutually satisfactory price during the client meeting. Even if it requires some back and forth to seal the deal. Persuasion also comes into the picture. Can they persuade customers or clients to purchase the service warranty without resorting to gimmicks?
6. Patience
Anyone who’s ever worked in sales knows the importance of staying calm and composed. There are certain customers who test the limits. They ask a series of questions, only to walk away empty-handed. Or ask to see the manager for issues that anyone can easily resolve. Thus, sales online training programs must instill patience as a virtue. A great tool for this is anecdotes that offer a different POV. For example, a story that explores the customer’s motivations and why they came into the store in such a bad mood. Maybe they purchased a product, only for it to break a month later. Thus, the sales employee must earn back their confidence and patiently address their concerns.
7. Time Management
Customers are usually in a time crunch. They don’t want to spend an hour in the store to find the right product. That’s why your sales team is there. To assist consumers and recommend the perfect item for their everyday problems. Thus, your sales employees need strong time management skills. Are they able to help multiple customers in an hour and multitask to some extent?
8. Positivity
They say that successful sales employees have a 'thick skin,' but it’s more about staying positive. Staffers need to get back up after stressful interactions that don’t result in sales. As well as learn how to maintain their optimism when dealing with challenging or angry customers. They must also be able to take 'no' for an answer without feeling defeated. Because every failure is a chance to benefit from mistakes and perfect their sales approach.
Of course, every sales niche has unique online training requirements. Some might need a higher degree of interpersonal skills while others lean toward product knowledge. As a general rule, your sales team should be well-rounded. Staffers must have the chance to hone their talents and identify personal areas for improvement based on their job roles. There should also be online training resources to help them upskill and cross-train in different departments or paygrades. For example, sales employees must be adept at customer service and have opportunities for advancement. So, offer a certification path that imparts all the skills they need to apply for management positions.
As a general rule, your sales team should be well-rounded. Is a new sales online training course worth the investment? Download the eBook Skyrocket Sales On A Global Scale: How To Launch A Successful Sales Online Training Program In Your Organization and get to know how to launch, enhance and retain successful programs in your organization.
