Professional Sales & Service Empowerment

PROFESSIONAL SALES & SERVICE EMPOWERMENT

DURATION: 2 Days (Both days from 9am - 5pm)

Whether in confrontation with economic downturn or taking advantage of a robust economic growth - this program is just what you need for maintaining quality service excellence and an increasing sales momentum in order to perpetually grow your business.

Sales and service are the twin engines that drive a business towards sustained growth and success. Sales ignite the journey—connecting products or solutions with the right audience, building awareness, and fostering trust. Service, on the other hand, ensures that the relationship thrives beyond the transaction—turning satisfied customers into loyal advocates.

Together, sales and service create a powerful synergy. They build bridges between businesses and customers, transforming needs into solutions and promises into actions. Sales introduce value, while service reinforces it. Both are essential for not just attracting customers, but also nurturing long-term relationships that inspire loyalty and fuel a brand’s reputation.

Ultimately, sales and service aren't just functions—they’re commitments to understanding, delighting, and growing alongside your customers. Their importance can’t be overstated, as they shape the foundation upon which every successful business is built.

CLICK here to continue reading & understanding the twin engine of Sales & Service

FOREWORD

‘Selling’ is a very common business buzzword for getting / securing customers. Selling has moved beyond ‘here’s the product, please pay up’ to a more consultative approach. Everyone claims they know how to sell, but do they? It takes more than just years of hands-on sales experience; it takes refined and proven skills and more practice.... But then again, a sale without service excellence is like of beauty without brain. Sales & Service must go hand-in-hand. It is the two sides of a coin in business.

Selling is an Art and Service is an extension beyond just a smiling face. It requires a demonstration of professionalism and quality that need to be reviewed and refined from time to time. This program is intended to sharpen your sales / service people and provide the solid foundation that paves the way towards establishing an ever-increasing sales momentum.

BENEFITS OF THIS PROGRAM

Better sales and service can lead to increased sales and revenue, customer loyalty, and a positive reputation. When customers are satisfied with their experience, they are more likely to make repeat purchases. Precisely this program is focused on imparting a myriad of skills & techniques on professional selling including ways to improve customer service.

WHO SHOULD ATTEND:

All those who are directly or indirectly involved in sales & those in the service lines.

TRAINING METHODOLOGY:

Motivation, Lecture, Role Play, Group interactions, Assignments, Videos etc.

POST SEMINAR ACTION

At the end of the session, participants will have to develop a specific ‘sales & service plan’ for action. Their plans will be brainstormed thoroughly (evaluated – rectified

verified) before execution!

COURSE OUTLINE

DAY 1

1. Professional Image Management

The first impression is how a person projects his/her image via appropriate dressing as well as his/her ethics and mannerism.

2. Your Attitude as a Sales Professional

Attitude here emphasizes on sincerity, integrity, being a good listener and persistency.

3. Developing Confidence in Selling

This requires the understanding that having possessed the requisite selling skills and knowing how to handle the customer types, a salesperson has no reasons to lack confidence.

4. The Golden Rules of Selling

Among other Golden rules, the pertinent one is ‘not to achieve sales target’ instead exceed it!

5. Leader-shift into the Professional Sales Paradigm

This session will clear any doubts one may have in the professional selling field and thereon develop such leadership abilities to compete effectively.

6. Networking & Qualifying Prospects

“If you are not networking, you are not selling”. Participants will not only amass a reservoir of prospects but must learn the art of qualifying prospects.

7. Time Management & Goal Setting

To achieve if not exceed sales targets; one must weave as many profitable sales appointments within the week-to-week limited timeframe of 168 hours. As such time and territory management is one of the keys to success.

8. Making & Securing Appointments

Making and effectively organizing appointments ensure targeted prospects are approached and secured.

9. Greeting Skills & Techniques

The number 1 kung-fu in selling lies in greeting skills which quickly develop acceptance, approval and appreciation by the prospects for the salesperson, allowing greater opportunity in securing deals.

10. Rapport Building, reducing relationship tension & developing friendships

As in all business relationships, salespeople must acquire the art of rapport building. NB: “People will buy from people they like”

11. Discover Needs - probing with designed questions

Among many other questioning techniques, the initial two are the use of both closed-ended and open-ended questions to discover including creating the need to buy.

12. Sell Solutions - stressing benefits & advantages

The illustration of Features-Advantages-Benefits (FAB) is another key factor that determines an effective close. The art of discovering and focusing on what the customer needs to know will break down many objection barriers.

13. Tackling Questions & Handling Objections

In this tactical selling program, participants will learn a wide range of questioning techniques to enable the dissolution of objections and expedite the close.

14. Sell the Sale - applying a myriad of closing techniques to secure the sale

In this section, participants will learn the use of a myriad of closing techniques. They can apply more than one closing technique in any one sales presentation. It’s likened a gun with more than one bullet.

15. Preventing Rescissions - keep the sale!

It is not how many sales you close, it's how many you keep. Customers can change their mind, so don’t just close but learn how to prevent rescissions or cancellations.

DAY 2

1. Understand How Customers are Lost & Designing Ways to Retain Them

Sales and service are 2 sides of a coin and as such being aware of how customers are lost will establish the need to discover ways towards customer retention.

2. Serving the Different Customer Personalities

The ability to assess customer personalities and strategize to win them gives salespeople the upper hand.

3. Interpersonal & Communication Skills Can Make the Difference

It’s not what you say rather it’s how you say it that will make a sales presentation effective.

4. Linguistic Skills: Empower yourself to speak better

Sales Linguistic Skills is the art of reframing how you speak that will get better attention and understanding.

5. Listening Attitude & your Listening Skills

Here, participants will learn the Art of Active Listening

6. The VIN Principle of Serving Customers

As in all businesses; it must be Value-driven, Integrity-based and Non-Manipulative!

The 10 Dimensions of Service Quality

These dimensions are Reliability-Responsiveness-Competence-Access-Courtesy-Commuication-Credibility-Security-Understanding-Tangibles

7. How to Better S.E.R.V.E the Customers

To better serve customers is to: be Specific, Evaluate the situation, Rectify to improve, Verify to ensure the right approach, then Execute without a hitch.

8. Telephonic Excellence

The telephone is an important tool for a salesperson. Learning how to use it can improve sales.

9. Common Sense Techniques in Serving & Making the Customer Happy!

Here, participants will realize that there is more than one way to make a customer very happy…. happy enough to buy from you and recommend friends to buy from you as well.

10. Review the Winning Balance between Selling & Serving

This session will ensure salespeople will not take existing customers for granted and after all it takes 5 times more effort and money to secure a new customer than it is to serve an existing one.

William Leon Chua PhD

He is the Founder, Chief Trainer and Principal Consultant of DRC Management & Training PLT. He is a sought-after management consultant and compelling corporate trainer & motivator on Leadership Empowerment, Strategic Management, Team-building, Interpersonal & Communication skills, Strategic Marketing, Professional Selling Skills, Customer Service, Sun Tzu Art of War, Corporate Ethics, Mindset Change, TQM, and High-Performance Management etc. He speaks to audiences in Malaysia, around the Asia-Pacific Region, and occasionally in Europe. He was a member of the Malaysia Association of Professional Speakers (MAPS) & the Malaysia Institute of Management (MIM) and a registered corporate trainer with the Human Resource Development Corporation of Malaysia (HRDC). Academically, he has acquired a Diploma in Sales Management, a Diploma in Business & Management, a BA majoring in Psychology and a PhD in Organizational Behavior.

Working Experience - With his more than 30 years of multi-industrial experiences complemented with his years as a professional corporate trainer since 1999, he has amassed volumes of skills, techniques, and ideas. He is more than a lecturer; he is a corporate trainer qualified with years of in-depth multi-industrial experiences. During this 1-day program he will impart 30 years of his research and invaluable experiences on the subject matter to the participants. All in all, he has provided corporate training to companies ranging from various manufacturers, universities, hotels, time-share companies, wholesale companies, housing developers, forwarders, pharmaceutical companies, MLM companies, fund management companies, banks and insurance companies etc. both locally in Malaysia and abroad. His approach to facilitating seminars is expounded with years of experience, research-based & is up-to-date informative as well as edu-taining, highly motivating and at the same time pragmatic to ensure that learning is effectively projected into action and results. He has to-date directed & produced 2 astounding motivational training videos: (1) Manifestation & Transformation (2) The Kung-Fu of Business Management

To-date, he has conducted training to more than 700 companies, some of which are: ING Insurance, Cerebros, TA Investment, TQS Enterprise, The Edge Communications, UCB Pharma, Unisem, VIA Communication Network, RHB Bank, RHB Unit Trust, Alliance Bank, Asia Life, American Home Assurance, Amanah Saham Sarawak, Chartered Bank, Hong Leong Bank, Hong Leong Unit Trust, Wing Tiek Holdings, Mitsui Sumitomo, Amassurance, Techdos, PBDS, Toyota, Honda, Brother International, Basis Bay, Blue Scope Steel, BTV Productions, Betamek Electronics, Affin Bank, Boilercare, Miri Port Authority, Bintulu Port Authority, Paramount Property Development, ISL Services, Infiniti Medical, IOI Loders Croklaan Oils, Pantai Medical Center, SPC Industries, SNC Consolidated, Syntronic, Synergy Worldwide, P & O Global, PGF Insulation, Innosabah Securities, Jashin Cabins, SkyNet Worldwide, Sime Darby Travel, Top Glove, Epcos, Eli Lili, Eisai, Tashin Steel, Eliston Engineering, Exxon Mobil, Farmchochem, Techdos, Tekla, Total Oil Malaysia, TH Properties, KDU, Nottingham University, KDU, Nottingham University, TT Engineering & Manufacturing and many more.