ASC WebCoach Automotive

The Certified Sales Professional Programme is comprised of 6 modules:

• Introduction to Sales and Sales Overview
• Enquiry Management
• Sales Activity – Part 1
• Sales Activity – Part 2
• Referrals and Renewals
• Customer Retention and Lifetime Value

By the end of this course participants will be able to:

• Consider the customer behaviour and activity at each stage of the buying cycle
• Recognise the sales funnel and describe each category from lead to client
• Consider sales channels and communication methods
• Create a robust and comprehensive activity plan focussed on the management of incoming enquiry by sales channel
• Reflect on current behaviours and how they impact on current sales activity and performance
• Recognise and describe 5 communication channels commonly used by customer for new enquiries
• Consider the value in effectively managing all incoming enquiries in a professional manner and the impact this may create in the business
• Demonstrate improvement in logging and recording quality information
• Demonstrate an increase in customer enquiries progression
• Describe key factors in creating engaging conversations
• Demonstrate a structured approach to customer qualification and ongoing information gathering
• Describe key best practice in communication skills including specific questioning techniques, active listening and presentation skills
• Consider and develop their own use of body language to enhance the customer experience
• Demonstrate improved questioning techniques linked to active listening to improve qualification skills
• Describe the key factors in presenting a financial solution professionally
• Demonstrate the SELL model to effectively provide the right information for the customer to make an informed decision
• Demonstrate 3 objection handling techniques
• Describe and demonstrate 3 stages of negotiation
• Relate activities required in the customer stage ‘Post Purchase Behaviour’ to their own CRM activity and communication strategy
• Describe Customer Relationship Management and consider the activities required at each stage (Signposting, Referrals and Post-handover follow up)
• Identify CRM activity required for both sustainment and growth
• Demonstrate a proactive approach to CRM activity, Lost Sales Analysis and engaging lapsed customers
• Develop an actionable strategy to create engagement, commitment and relationship with each customer type
• Consider all available loyalty products that are designed to support the customer’s ownership of our products
• Identify actions that can be taken to engage customers over a longer period for both sales and aftersales
• Consider the value in creating a Lost Sales Analysis to identify new business opportunities through effective CRM
• Develop a functional word track to improve confidence when prospecting by telephone
• Demonstrate improved confidence and success in telephone prospecting
• Describe the differences between prospecting calls, research calls and follow up calls
• Demonstrate increased outbound activity to develop new sales opportunities