The art of selling Bestseller
Sales with service training video
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Overview
The aim of the sales training video
To ensure staff who deal with customers learn the key skills, techniques and behaviours of selling.
About the core selling skills programme
The best thing about dealing with a good sales person is you don't feel like you're being sold to. As far as you're concerned you're just receiving good service.
This programme is designed to equip your staff with all the skills and techniques they need to approach sales opportunities with confidence. It looks at a variety of scenarios which all sales staff can relate to, such as the department store, the DIY store, the bank, the shoe shop and many more. Using humorous, and highly memorable, right- and wrong-way scenarios, the four key stages of selling, in both retail and financial situations, are illustrated.
Suitable for all levels of staff who deal with customers, the lessons demonstrated are immediately actionable and accessible, from winning the customer’s confidence, to discovering their needs, from knowing your product, through to closing the sale.
Included in the programme is specific extra content for both retail and financial sales. These cover everything from handling complaints to dealing with difficult customers. Each small, dramatic clip allows flexibility in facilitating a training course.The key video outcomes
-Perfects selling skills and techniques to guarantee customers the very best service
-Increases confidence and effectiveness in all sales staffIncludes electronic training resources:
Video (28 mins)
Video extras (10 mins)
Course leader's guide with full resource training programme
Group training workbook
Self-study workbook
PowerPoint presentation slides
All materials is customisable and providedInformation about the art of selling video
Video Arts 2007 production featuring James Fleet, Kim Wall, Mina Anwar and Beverley Hills.
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Learning chapters
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Bad example of selling http://wwew.videoarts.com/product/ARTSELL1 L01/Bad-example-of-selling http://wwew.videoarts.com/images/products/ARTSELL1 L01.jpgAnnie in a department store explains to the narrator her perception of the word 'sales' as pushy, aggressive and rude. Annie shows her experience in a department store as confirmation. Scene with Annie trying on a pair of shoes. The assistant demonstrates poor sales skills, resulting in Annie storming out. Back with Annie in department store the narrator talks Annie throu... (read more)
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An introduction to the key stages to selling http://wwew.videoarts.com/product/ARTSELL1 L02/An-introduction-to-the-key-stages-to-selling http://wwew.videoarts.com/images/products/ARTSELL1 L02.jpgThe narrator highlights that selling is a four stage process, each stage focusing on specific skills . The four stages are 'winning the customer's confidence', 'discovering their need', 'offering choices' and 'completing the sale'.... (read more)
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An autopilot service http://wwew.videoarts.com/product/ARTSELL1 L03/An-autopilot-service http://wwew.videoarts.com/images/products/ARTSELL1 L03.jpgMichelle, a customer, enters a bank and asks Ian about ISAs (Individual Savings Accounts). Ian answers all questions but fails to make eye contact, seems bored and unreceptive and doesn't smile. Michelle wants to open the account for her granddaughter. Ian explains that such accounts can only be opened by the applicant. Michelle leaves disappointed.... (read more)
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The human touch http://wwew.videoarts.com/product/ARTSELL1 L04/The-human-touch http://wwew.videoarts.com/images/products/ARTSELL1 L04.jpgMichelle, a customer, enters a bank and asks Ian about ISA (Individual Savings Accounts). Ian is friendly and helpful, keeping good eye contact and smiles. When Ian explains to Michelle that the applicant must open the account and not Michelle he offers a suggestion that is beneficial for Michelle and her granddaughter. The narrator concludes the scene by explaining the difference the... (read more)
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The wrong approach http://wwew.videoarts.com/product/ARTSELL1 L05/The-wrong-approach http://wwew.videoarts.com/images/products/ARTSELL1 L05.jpgFred, who works in a white goods store, approaches Eileen, a customer, with the wrong way to start a conversation -can I help you?- . It invites the response 'no thank you.' Fred then approaches Eileen again but this time it's a high pressured approach causing Eileen to leave quickly!... (read more)
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The relaxed approach http://wwew.videoarts.com/product/ARTSELL1 L06/The-relaxed-approach http://wwew.videoarts.com/images/products/ARTSELL1 L06.jpgA montage of different casual, relaxed approaches from Fred to Eileen. Approaches such as 'This one's got a particularly good freezer unit-. Would this be important to you'? And 'There's a special offer on this one: 10% discount until the end of the month.' 'Have you shopped here before, or is this your first visit? And so on. The narrator concludes the scene with stating the... (read more)
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Ignoring the customer http://wwew.videoarts.com/product/ARTSELL1 L07/Ignoring-the-customer http://wwew.videoarts.com/images/products/ARTSELL1 L07.jpgGeorge works in a mobile phone shop and is currently dealing with a two young customers answering their queries concerning a particular mobile phone. Meanwhile another customer, Harry, enters trying desperately to get George's attention. George continues to deal with the couple and ignores Harry completely. Harry snaps at George and then leaves. The narrator t... (read more)
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The immediate acknowledgement http://wwew.videoarts.com/product/ARTSELL1 L08/The-immediate-acknowledgement http://wwew.videoarts.com/images/products/ARTSELL1 L08.jpgGeorge works in a mobile phone shop and is currently dealing with a two young customers answering their queries concerning a particular mobile phone. Meanwhile another customer, Harry, enters and George acknowledges him with eye contact and a smile. While dealing with the young couple George is also able to answer Harry-s query. The narrator concludes with the importance of... (read more)
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Cross examining and not exploring http://wwew.videoarts.com/product/ARTSELL1 L09/Cross-examining-and-not-exploring http://wwew.videoarts.com/images/products/ARTSELL1 L09.jpgCharlotte works in a bank and is in her office. She tells the narrator that customer wants and needs are the same thing, aren't they? The scene moves to James a customer entering a clothes shop. He asks the assistant, Babs, for a jersey. Babs interrogates James concluding that she can-t help him. The narrator concludes: a customer's needs are much wider than they say.... (read more)
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Failing to probe request http://wwew.videoarts.com/product/ARTSELL1 L10/Failing-to-probe-request http://wwew.videoarts.com/images/products/ARTSELL1 L10.jpgCharlotte works in a bank and is in her office. Mr Hargreaves, a customer, enters and asks for an increase in his overdraft. Charlotte checks and tells him it can be done. The narrator points out to Charlotte that she didn't deal with Mr Hargreaves professionally and demonstrates this with the example of a doctor's surgery where Mr Hargreaves asks Charlotte (Doctor) for Metrazene. C... (read more)
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Probe the request http://wwew.videoarts.com/product/ARTSELL1 L11/Probe-the-request http://wwew.videoarts.com/images/products/ARTSELL1 L11.jpgCharlotte works in a bank and is in her office. Mr Hargreaves a customer enters and asks for an increase in his overdraft. Charlotte checks and tells him it can be done but suggests that a loan would be more beneficial. She then asks why he needs the extra money. Mr Hargreaves is looking to start a business. Charlotte is able to show possible alternatives for business start-ups. T... (read more)
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Not listening and checking back http://wwew.videoarts.com/product/ARTSELL1 L12/Not-listening-and-checking-back http://wwew.videoarts.com/images/products/ARTSELL1 L12.jpgKeith a 45 year old customer speaks to Lisa in the bank enquiring about a whole-of-life policy. Lisa doesn-t listen and check back Keith's queries missing opportunities.... (read more)
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Listen and check http://wwew.videoarts.com/product/ARTSELL1 L13/Listen-and-check http://wwew.videoarts.com/images/products/ARTSELL1 L13.jpgKeith, a 45 year old customer, speaks to Lisa in the bank enquiring about a whole-of-life policy. Lisa checks back Keith's details to confirm she's heard correctly. By checking back she is able to correct misunderstandings and false assumptions.... (read more)
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Watch out for clues http://wwew.videoarts.com/product/ARTSELL1 L14/Watch-out-for-clues http://wwew.videoarts.com/images/products/ARTSELL1 L14.jpgAnother rule for discovering a customer's need is to listen for clues. Opportunities can arise as a result. The narrator concludes that there are clues everywhere if you're looking for them.... (read more)
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Poor product knowledge http://wwew.videoarts.com/product/ARTSELL1 L15/Poor-product-knowledge http://wwew.videoarts.com/images/products/ARTSELL1 L15.jpgMichelle, the customer in a bank, asks Ian about the possibility of getting a bigger mortgage. Ian's responses are vague as he has poor product knowledge and is unable to offer choices.... (read more)
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Know your product http://wwew.videoarts.com/product/ARTSELL1 L16/Know-your-product http://wwew.videoarts.com/images/products/ARTSELL1 L16.jpgMichelle, the customer in a bank, asks Ian about the possibility of getting a bigger mortgage. Ian is able to help. The narrator concludes that you must know what you have to offer: know your products.... (read more)
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Feature overload http://wwew.videoarts.com/product/ARTSELL1 L17/Feature-overload http://wwew.videoarts.com/images/products/ARTSELL1 L17.jpgGeorge works in a camera store and details the features to the customer, Penny. But all it does is confuse her.... (read more)
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Show benefits not features http://wwew.videoarts.com/product/ARTSELL1 L18/Show-benefits-not-features http://wwew.videoarts.com/images/products/ARTSELL1 L18.jpgGeorge works in a camera store and relates the benefits of the product to the customer, Penny, so that she is able to understand what it can do for her. The narrator concludes: the importance of showing the benefits not the features.... (read more)
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Missing opportunities http://wwew.videoarts.com/product/ARTSELL1 L19/Missing-opportunities http://wwew.videoarts.com/images/products/ARTSELL1 L19.jpgFred works in a DIY store and is approached by Quentin for white paint. Fred shows Quentin where the white paints are and mumbles to himself 'why didn't he ask for undercoat?'... (read more)
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Keep looking for opportunities http://wwew.videoarts.com/product/ARTSELL1 L20/Keep-looking-for-opportunities http://wwew.videoarts.com/images/products/ARTSELL1 L20.jpgFred works in a DIY store and is approached by Quentin for white paint. Fred shows Quentin where the white paints and suggests a wider range of paint, and extra tools, once he's aware what Quentin is intending to do.... (read more)
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Failing to offer other choices http://wwew.videoarts.com/product/ARTSELL1 L21/Failing-to-offer-other-choices http://wwew.videoarts.com/images/products/ARTSELL1 L21.jpgAnnie, the hotel receptionist, checks-in Penny early. She does all the right things with regards to customer service but the narrator calls her hopeless.... (read more)
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Offering services from other departments http://wwew.videoarts.com/product/ARTSELL1 L22/Offering-services-from-other-departments http://wwew.videoarts.com/images/products/ARTSELL1 L22.jpgAnnie the hotel receptionist checks in Penny early. Annie tells of the extra facilities within the hotel even services of other departments. The narrator concludes that you can offer services from other branches and departments. Even when you don't have versions of what they are asking for you can still offer choices.... (read more)
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Ignoring the link or alternative sale http://wwew.videoarts.com/product/ARTSELL1 L23/Ignoring-the-link-or-alternative-sale http://wwew.videoarts.com/images/products/ARTSELL1 L23.jpgJames enters a clothes store and asks for a plastic rain coat as its pouring with rain. Babs, the shop assistant, tells him they don't sell raincoats and fails to tell him that they sell umbrellas: missing the link or alternative sale. Narrator concludes by stating 'keep looking for opportunities'.... (read more)
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Handling objections poorly http://wwew.videoarts.com/product/ARTSELL1 L24/Handling-objections-poorly http://wwew.videoarts.com/images/products/ARTSELL1 L24.jpgGeorge deals poorly with Harry's objections when buying a camera. The camera is not waterproof so Harry is not interested. George fails to examine the objection and fails to look at the positive sides.... (read more)
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Putting objections in perspective http://wwew.videoarts.com/product/ARTSELL1 L25/Putting-objections-in-perspective http://wwew.videoarts.com/images/products/ARTSELL1 L25.jpgGeorge deals poorly with Harry's objections when buying a camera. The camera is not waterproof. George asks -why the need for a waterproof camera?- By putting the objections in perspective and showing the positive, George is able to sell the camera to Harry. The narrator concludes: it is important to put objections into perspective.... (read more)
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Failing to close the sale http://wwew.videoarts.com/product/ARTSELL1 L26/Failing-to-close-the-sale http://wwew.videoarts.com/images/products/ARTSELL1 L26.jpgMichelle, the customer, is happy with the responses from Ian regarding a protection plan. But Ian fails to close the sale. The narrator points out to Ian that he missed many closing clues.... (read more)
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Closing clues http://wwew.videoarts.com/product/ARTSELL1 L27/Closing-clues http://wwew.videoarts.com/images/products/ARTSELL1 L27.jpgA montage of responses from Michelle, the customer, to Ian. Ian is able to use these responses to close the sale. The narrator concludes that there are a number of ways to close a sale but you must watch for closing clues.... (read more)
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Not harnessing the power of silence http://wwew.videoarts.com/product/ARTSELL1 L28/Not-harnessing-the-power-of-silence http://wwew.videoarts.com/images/products/ARTSELL1 L28.jpgFred, who works in a white goods store, tries to close a sale with Eileen, the customer. He continues to talk about the product; even commenting on recent repairs. Although his intention was to aid closing, he actually did the reverse and misses the sale.... (read more)
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Harnessing the power of silence http://wwew.videoarts.com/product/ARTSELL1 L29/Harnessing-the-power-of-silence http://wwew.videoarts.com/images/products/ARTSELL1 L29.jpgFred, who works in white goods, gives a closing line to Eileen the customer and then remains silent; leaving Eileen to make her decision. The narrator concludes that Fred harnessed the power of silence.... (read more)
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Summary http://wwew.videoarts.com/product/ARTSELL1 L30/Summary http://wwew.videoarts.com/images/products/ARTSELL1 L30.jpgThe narrator summarises the four stage process to successful selling. 'Winning their confidence', 'discovering their need', 'offering choices' and 'completing the sale'.... (read more)
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Confidence (financial service) http://wwew.videoarts.com/product/ARTSELL1 L31/Confidence-(financial-service) http://wwew.videoarts.com/images/products/ARTSELL1 L31.jpgIn an office of a bank, Charlotte speaks to the camera on confidence. There are four cures for -lack of confidence-, -know the products/services-, -know the procedures-, -know the competition- and -know publicity-. The other great confidence builder is time.... (read more)
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Universal skill (financial service) http://wwew.videoarts.com/product/ARTSELL1 L32/Universal-skill-(financial-service) http://wwew.videoarts.com/images/products/ARTSELL1 L32.jpgIn a bank, Lisa speaks to the camera on the universal skill of selling. Although there are specialist techniques to selling the fundamental key to selling is finding out what the other person really wants and why and showing them how your solution is best for them.... (read more)
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Handling rejection (financial service) http://wwew.videoarts.com/product/ARTSELL1 L33/Handling-rejection-(financial-service) http://wwew.videoarts.com/images/products/ARTSELL1 L33.jpgIn a bank, Ian talks to the camera on how to handle rejection. You can do everything right and still not get the sale. Failure to close the sale is not that they don't want to, or that they don't know how to, but they don't want to expose themselves to rejection. Rejection is normal. And it happens to everyone. If you've done the job properly it's not your fault. And if a customer goes a... (read more)
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Complaints (retail) http://wwew.videoarts.com/product/ARTSELL1 L34/Complaints-(retail) http://wwew.videoarts.com/images/products/ARTSELL1 L34.jpgIn a white goods store Fred talks to the camera on handling complaints. Complaining customers are usual in an emotional state. Don-t start defending or disputing. The key is to sympathise. Ask questions and sho-----------------------------------------------------------------------------------------------... (read more)
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The offensive customer (financial services) http://wwew.videoarts.com/product/ARTSELL1 L35/The-offensive-customer-(financial-services) http://wwew.videoarts.com/images/products/ARTSELL1 L35.jpgIn a bank's office Charlotte speaks to the camera on handling the offensive customer. Mr. Hargreaves is present and Charlotte demonstrates how to handle his offensive remarks and responses. Staying cool, calm and sticking to the facts.... (read more)
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Universal skill (retail) http://wwew.videoarts.com/product/ARTSELL1 L36/Universal-skill-(retail) http://wwew.videoarts.com/images/products/ARTSELL1 L36.jpgIn a department store Annie speaks to the camera on the universal skill of selling. Although there are specialist techniques of selling the fundamental key to selling is finding out what the other person really wants, and why, and showing them how your solution is best for them.... (read more)
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Handling rejection (retail) http://wwew.videoarts.com/product/ARTSELL1 L37/Handling-rejection-(retail) http://wwew.videoarts.com/images/products/ARTSELL1 L37.jpgIn a white goods store, Fred talks to the camera on how to handle rejection. You can do everything right and still not get the sale. Failure to close the sale is not that they don't want to, or that they don't know how to, but they don't want to expose themselves to rejection. Rejection is normal. And it happens to everyone. If you've done the job properly it's not your fault. And if a... (read more)
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The offensive customer (retail) http://wwew.videoarts.com/product/ARTSELL1 L38/The-offensive-customer-(retail) http://wwew.videoarts.com/images/products/ARTSELL1 L38.jpgIn a hotel Annie speaks to the camera on handling the offensive customer. Penny is present and Annie demonstrates how to handle her offensive remarks and responses. Staying cool, calm and sticking to the facts.... (read more)
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e-learning course
Module preview
Each e-learning course uses Video Arts memorable video content and includes thought-provoking questions that ensure the user is learning and being challenged.
Bite-size modules allow individuals to go at their own pace as they work their way through the demonstrations, tutorials and video clips.
Each e-learning title includes:
- Pre-test to establish current knowledge and determine which modules the learner needs to complete
- Test results and summary notes at the end of each module
- Glossary of commonly used terms and key video clips
- Final knowledge check to test retention
- Full tracking and reporting capabilities
e-learning course contains:
- Trailer
- Pre-test
- Introduction
- Winning their confidence
- Discovering their need
- Offering choices
- Completing the sale
- Action plan
- Knowledge check
We provide access to full tracking and reporting so you can keep up-to-date with the learner’s progress. All our courses are fully SCORM-compliant for use with learning management systems and virtual learning environments.
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of the customer service training video Learn how to satisfy even the most demanding customers.Help make your customer care PERFECT This entertaining and amusing programme demonstrates the techniques for making demanding customers satisfied. Four realistic scenarios draw on the everyday experiences of front-line staff and the different characters they fa... (read more)
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Actors
Mina Anwar, James Fleet, Beverly Hills, Sherridan Smith, Kim Wall
Keywords
core selling skills, sales, negotiation, listening, objections, closing, complaints, confidence, retail, financial sales
