Business-to-Consumer Sales Essentials™ – A Complete Modular B2C Sales Training Program

This is the sales primer for all business to consumer (B2C) sales personnel! Whether you are new to B2C or sales, or an experienced B2C pro, B2C Sales Essentials™ provides a foundational set of B2C selling and customer relationship building best practices to achieve more sales, higher margins, and happier customers who evangelize for your products and services. B2C Sales Essentials™ is interactive by design and fully applicable to your product and service solutions as well as your specific industry and market.

Begin with the B2C Sales Essentials™ Assessment. The B2C Sales Essentials™ Assessment is an online assessment that measures someone’s knowledge and awareness of the current and emerging best practices in B2C selling. Upon completion of the assessment you’ll have a baseline measurement for the B2B sales and customer relationship building competence levels of both individuals and the organization, as well as a comparison to the international average. You can identify organizational strengths and weaknesses, and build a teaching and coaching plan to become strong in all areas.

Then Select the Specific Training That Makes the Most Sense . B2C Sales Essentials™ is a modular program that allows you to complete the specific modules you want, when you want them. While each module builds upon the principles and learnings of the previous modules, each module can also be used as a stand-alone course, especially helpful when members of your sales team need a refresher.

So Very Much More Than Just Training! How’s this for added value?

• We’ll embed YOUR culture, brand, products, and services into each training module, so that your employees learn what’s relevant to your organization, not something generic.
• We’ll train your trainers how to self-administer our programs, and license them to you, bringing your per-participant training costs down, down, down.
• Want to measure the effectiveness of your staff’s learning outcomes? We can help you do that with our proprietary assessment.
• Want help in designing manager coaching programs to help your staff master the B2C Sales Essentials™ principles? We do that as well!
• You can even use our B2C Sales Essentials™ Assessment as a pre-hire tool to help you identify training needs of new hires, and cut new staff onboarding time by 35%.
• In short, we’ll partner with you to ensure you get a program that changes behavior and provides an ROI you can measure. And speaking of ROI, most of our customers achieve between 10 and 100 times ROI for our programs!

Modules include:

Interpreting the Results of Your B2C Sales Essentials™ Assessment – B2CSE Module 0:

Session Length: 90 minutes | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• How the B2C Sales Essentials™ Assessment Was Developed
• What the B2C Sales Essentials™ Assessment Measures
• B2C Sales Essentials™ Assessment Applications
• Understanding Your B2C Sales Essentials™ Assessment Results
• Questions & Answers About Your B2C Sales Essentials™ Assessment

B2C Sales Attitudes, Preparation & Organization – B2CSE Module 1:

Session Length: 4 hours | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• Performing Market Research
• Performing Prospect Research
• Performing Competitive Research
• Learning Your Products & Services
• Understanding Available Product Support Options
• Prospect & Account Profile Information
• Developing & Utilizing Meeting Plans
• Time Management for B2C Professionals
• Utilizing STRAM Goals
• Preparing Yourself – The Mindset of a Tiger

Greeting Prospects and Building Rapport – B2CSE Module 2:

Session Length: 3 hours | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• Are You Personally Ready to Greet Customers?
• Are You Personally Ready to Listen to Customers?
• How do You Build Rapport With People?

B2C Prospecting Essentials – B2CSE Module 3:

Session Length: 4 hours | Target: All B2C Sales Staff | Delivery Options: traditional classroom strongly suggested to permit role plays

• Suspecting
• Fair, Show, Event & Venue Prospecting
• Face-to-Face Prospecting
• Networking
• Referral Prospecting

Building Trust During Your Initial Visit – B2CSE Module 4:

Session Length: 2 hours | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• Who’s Your Audience?
• Four Steps to a Successful First Few Minutes
• Transitioning to a Needs Assessment

Conducting Effective Needs Assessments – B2CSE Module 5:

Session Length: 5 hours | Target: All B2C Sales Staff | Delivery Options: traditional classroom strongly suggested to permit role plays

• The Prerequisite Skills for Conducting Needs Assessments
• Conducting Effective Questioning Sequences
• Correctly Interpreting Prospect Responses
• Solving Needs Assessment Scenarios
• Smoothly Transitioning from Needs Assessment to Presenting Solutions

Presenting Solutions to Identified Needs – B2CSE Module 6:

Session Length: 5 hours | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• Possessing the Requisite Presentation Skills
• Presenting Features With PSFAB
• Utilizing Effective Communications Techniques
• Measuring Prospect Interest
• Creating Value Throughout the Presentation
• Leading the Discussion About Competitors

Effectively Handling Resistance – B2CSE Module 7:

Session Length: 5 hours | Target: All B2C Sales Staff | Delivery Options: traditional classroom strongly suggested to permit role plays

• Possessing the Prerequisite Resistance Handling Skills
• Correctly Identifying the Resistance Type
• Six Steps to Handling Resistance
• Matching Resistance Tactics to Type
• Smoothly Transitioning to the Close

Closing Sales Professionally – B2CSE Module 8:

Session Length: 2.5 hours | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• Possessing the Requisite Closing Skills
• Utilizing Confident Statements to Close
• Avoiding Classic Closing Mistakes
• Completing the Sale With Add-Ons
• Thanking the Customer for Purchasing

Following Up Sales Effectively – B2CSE Module 9:

Session Length: 2 hours | Target: All B2C Sales Staff | Delivery Options:traditional or online classroom

• Possessing the Prerequisite Follow-Up Skills
• Following Up With Customers Who Did Buy
• Following Up With Prospects Who Didn’t Buy
• Asking Customers for Referrals

Delighting Customers With Exceptional Customer Service – B2CSE Module 10:

Session Length: 4 hours | Target: All B2C Sales Staff | Delivery Options: traditional or online classroom

• The Important Role of Trust
• Delightful vs. Disappointing Service
• What Do Customers Expect?
• Delighting Customers Regardless of Circumstances