Marketing, Sales & Customer Service

Even a basic knowledge of marketing concepts can greatly improve the quality of the business decisions we make. Better business decisions naturally lead to better business performance. This course, for managers who want to get serious about marketing, provides a sound introduction to essential marketing concepts. Topics include: What Marketing means. Marketing Myths. Business orientations. Products or Services? The tactical marketing mix; the Seven Ps. Marketing Communications. The Product/Services Portfolio. Competitors; the 5 Competitive Forces. Strategy; the 3 generic competitive strategies. The 4 marketing growth strategies. Advertising and Sales. What goes into the Marketing Plan?

Research shows a clear correlation between the quality of Customer Service and Profitability. Developing a strong customer service culture can also be a source of sustainable competitive advantage, with implications for business strategy. This course, for business managers, examines the benefits of a Service Culture, customer expectations, how customers perceive and assess service quality, the GAPS model, measuring service quality, SERVQUAL, the Service- Quality Chain, and Gaining a Competitive Advantage through Service.

Designed for those new to selling and practising sales professionals who wish to update their skills. The course gives delegates a thorough grounding in the skills required to sell successfully in today’s highly competitive business environment. Topics include: Characteristics of successful sales professionals, The Buying and Selling Cycle, the Sales Funnel, Prospecting, Networking, Getting Appointments, Turning Prospects into Clients, Sales Proposals and Presentations, Negotiating Profitable Contracts, Account Management, Company Finance.

Superior customer service leads to customer loyalty, retention, competitive advantage and enhanced financial and operational performance for your organisation. This course aims to improve the customer service skills of all employees who deal with internal or external customers. Topics include: Customer Perception and Expectations, Customer vs. Organisational needs, Communication, Making Commitments, Keeping the Customer in the loop, Follow-up, Teamwork, Achieving a positive outcome when service fails, Handling difficult situations.

The Internet is an integral part of a changing marketing world. This course enables delegates to understand how the Internet impacts business-to-business marketing. Topics include: Integrating online and offline marketing activities; Generating and Qualifying leads with a website and email; Building Customer Relationships; Developing Internet Partnerships; Selling on the Internet. Developing an Internet Marketing Plan.

Marketing Skills for Business Managers (2 days)

Essential Customer Service Skills (1 day)

Professional Selling Skills (3 days)

Creating the Service Difference in Organisations (1 day)

Marketing and the Internet (1 day)

Think of the impact on your business if all your service and support personnel, during their daily contact with customers, had the skills to recognise sales opportunities, and provide well-qualified leads to your sales professionals. Delegates will learn about the buying and selling cycle, understanding needs, benefits vs. features, asking the right questions and supporting the sales professional.

This subject focuses on the importance of retaining and increasing the profitability of existing customers, with the emphasis on the development of long-term relationships. Designed for managers with responsibility for Customer Service, Marketing or Quality, this introductory course examines what Relationship Marketing means, the economics of customer retention, the advantages and disadvantages of RM, bringing together Marketing, Customer Service and Quality, Service Recovery Systems, Service Guarantees.

Relationship Marketing (1 day)

Selling Skills for Service and Support Staff (1 day)