Conversation life cycle - Employee Training

 

Conversation Life CycleTM: 4 Part Program

The Conversation Life Cycle program is meant for customer service, customer support and sales professionals. This program is meant for small businesses that have hired individuals for these positions and needing those employees to be confident, take initiative, handle questions and be self-reliant in their positions all while providing an exceptional customer experience. 

Start – 4 hour session 

Start: This is the starting point of establishing a foundation for a successful conversation life Cycle. In this segment we will establish the fundamentals of strong foundation for prospecting, converting to customers and keeping existing customers engaged.

Skill Development Focus: Organization, Sales Process and Phone Skills 101

  • Determine/review who you serve and how you serve

  • Define OR refresh current messaging

  • Setup time blocking and scheduling of conversation activities

  • Get organized with setting up the necessary systems and practices

  • Build a sales process to reflect realistic yet challenging goals

  • One-on-one training for call and email scripting

  • One-on-one role playing for phone calls

 

Engage – 4 hour session 

Engage: This phase of The Conversation Life Cycle confronts the process of acquiring new prospects and the strategic conversations to convert those prospects in to customers. You will also learn the strategies to keep existing customers engaged and appreciated.

Skill Development Focus: Lead Generation and Follow-Up Strategy

  • Review homework from Part 1

  • Focus on lead generation and prospecting efforts

  • Define outline and foundation of 8 Touch Follow-Up Strategy

  • Create custom messaging for 8 Touch Follow-Up Strategy

  • One-on-one training for call and email scripting

  • One-on-one role playing for phone calls

 

Hold – 4 hour session 

Hold: This phase of The Conversation Cycle provides best practices for increasing sales by utilizing your existing database of customers and power partners.

Skill Development Focus: Existing Customers and Database Management

  • Revisit 8 Touch Follow-Up Strategy

  • Define cross-selling and up-selling opportunities

  • Create strategy around collecting referrals

  • Create a quarterly Customer Retention Plan

  • One-on-one training for call and email scripting

  • One-on-one role playing for phone calls

 

Renew – 4 hour session 

Renew: The final phase of The Conversation Life Cycle focuses on renewing customers as well as up-selling and cross-selling. This phase also addresses how The Conversation Life Cycle renews and begins again with each new prospect to customer relationship.

Skill Development Focus: Customer Renewal, Retention and Experience

  • Revisit 8 Touch Follow-Up Strategy

  • Address cross-selling and up-selling quotas

  • Review referral collection

  • Review a quarterly Customer Retention Plan

  • One-on-one training for call and email scripting

  • One-on-one role playing for phone calls

Bonus:

  • Unlimited email support in between each 90 day session

  • Monthly phone call Q&A session

  • 1 (30 minute) one-on-one accountability call per month

 

Schedule A Chat!