Strategic Sales Management: Customer Service Training Manual Report

This report presents a comprehensive customer service training manual designed for the International Herb Express. It addresses the challenges faced by the customer service team in selling a new product with limited information. The manual outlines key customer service skills such as patience, empathy, and positivity, emphasizing the importance of team spirit and mentorship. It details a process for providing sales information to customers through online inquiries, phone support, email, and social media, highlighting effective sales techniques like maintaining eye contact and active listening. Furthermore, the report recommends utilizing technology, including Customer Relationship Management (CRM), self-service facilities, live chat, and mobile support, to enhance customer experience. The manual also emphasizes the importance of feedback to improve the training program and overall customer service. The report concludes with a bibliography of relevant sources.

Running Head: Implementing Training for Customer Service Team
0
International Herb express
Strategic Sales Management – Deliverable 3
Student name
6/20/2019

Process to Guide service team 1
Contents
Training Manual:........................................................................................................................2
Problem in this scenario:............................................................................................................2
Key Customer Skills:.................................................................................................................2
Process for giving Sales Information to Customers:..................................................................3
Recommendation for utilising Technology:...............................................................................4
Feedback:...................................................................................................................................4
Bibliography...............................................................................................................................5

Process to Guide service team 2
Training Manual:
The problem in this scenario:
International Herb Company makes a new type of product that highlights culture and
ethics running in the community’s people possibly. For this motive, the marketing of this
product is not only made to the target segment but also to the assumed potential customers for
making its sales.
In this regard, the challenge is faced by the customer service team that they are not
able to serve the buyers for making a purchase as, the product is new, therefore, not much
information available of this (Manecke, 2015). This is a different type of spice as compared
to, the normal one offered by the organization as it is, made up of unique ingredients which
cannot be known easily.
In this report, efforts to be put, in order to improve the service of the company, so that
customer can satisfy their needs and wants effectively by removing their obstructions at the
side. It also helps in building the permanent customers which in turn leads to an increase in
market share and goodwill for the organization.
Key Customer Skills:
Service team members play an important role in the company as they are the persons
who foster sales in the organization. For solving the disputes, service centres use telephone,
emails, website as well as social media sites.
In order to conduct this practice wonderfully, understanding is developed in the targeted
customer’s behaviour and attitude so to make consideration suitable to them.
i. An employee of this team needs to develop patience, empathy, and positivity in their
personality so to achieve the never give up and work till on the end result.
ii. Team spirit also maintained in the team so to handle conflicts together.
iii. For teaching them about a new product, a mentor is hired to serve this purpose and if,
not available than training and coaching be provided so to making them more
compatible in the circumstance (Gray, 2016).

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iv. Holding demonstration and role-playing activity so to developing a feeling of the
actual picture.
v. Development of knowledge-based software for the purpose of transferring knowledge
to the unknown person as by this, an individual who teaches the other becomes
clearer.
vi. LAST Technique is not only solving the particular query but also effective in the case
of general life as it is a process to listen, acknowledge, solve and thanks, it serves as a
guideline (Altinay & Poudel, 2015).
vii. Emotional Intelligence is nowadays necessary, to influence people in such a way so
that they can easily manipulate the particular mind-set of individual towards the
product.
Process for giving Sales Information to Customers:
It can only be implemented through the communication process as it is a basic one
which needs to be fulfilled for the goal of the organization.
Steps for providing information to buyers:
1. Online Inquiry is done at the customer’s portal firstly so that problem is solved
without any assistance from staff’s members.
2. Support is also provided on the calls so that queries of customers solved in an
efficient manner.
3. Email is also used for handling the problems (4 Strategies to Help Improve Your
Customer Service Standards, 2019).
4. For effectively addressing the grievances of the customer, the member must put the
phone on hold for solving the problems of buyers in the best way.
5. Social media sites are used for giving information as it is an effective method to reach
potential customers in less time as it is also a popular tool which customers use in
their daily life.
Effective sales:
Salespeople should show their interest while talking to the prospective buyers as to
build up a trust in between them it can be done by keeping a smile on the face, maintaining
eye contact, well dressed and maintain a proper voice which can be understandable to them

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(McFarlane, 2013). Develop ability to listening for proper communication as this process is
always supported with the listening part.
Recommendation for utilizing Technology:
Technology is a great contributor to enhancing the sales of the company as it improves
the experience of customers. It is used nowadays in every part of life so it can be used, for the
promotion of a product.
A. Customer Relationship Management: It is a tool which is implemented so to
understand the needs and wants of consumers by making a connection in order to
persuade them to buy. It is software which provides its facility 24 Hours (What is
CRM?, 2019).
B. Self-service Facility: It is a type of facility in which problems are solved by
consumers themselves only without any guidance from employees with the use of
frequently asked questions made by the company. As most of the time, people prefer
such type of facility in order to save their time from making a call.
C. Live Chat: It is a technique to get a quick response from experts. This service is
located on the company’s website (customer think, 2019).
D. Mobile Support: It is for the purpose of serving new high-tech generations.
E. Social Media: It is a platform where people share their experiences with family and
friends. It also attracts prospective ones by regularly checking the conversations done.
F. Support through mobile: It is happening due to high-tech generation as mobile phones
are carried by all people.
Feedback:
Feedback is taken from trainees, who are going to use this manual for their guidance.
It is also being tested to some of the individuals, so to make surer it is effective or not in the
actual scenario. It helps to identify the weakness of the system. The action plan is revised if
expectations of the plan are not meet.
This step is also followed in the service team while communicating to the consumer
for making the sales happen of the company as it also helps in capturing the potential
customers and also for gaining goodwill.

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Bibliography
4 Strategies to Help Improve Your Customer Service Standards. (2019). Retrieved from
SocialMediaToday: https://www.socialmediatoday.com/news/4-strategies-to-help-
improve-your-customer-service-standards/529799/
customer think. (2019). Retrieved from The Most Important Customer Service Technology:
http://customerthink.com/the-most-important-customer-service-technology/
What is CRM? (2019). Retrieved from salesforce: https://www.salesforce.com/eu/learning-
centre/crm/what-is-crm/
Altinay, L., & Poudel, S. (2015). Enhancing Customer Experience in the Service Industry: A
Global Perspective. Cambridge Scholars Publishing.
Gray, M. A. (2016). Associate Training Manual: “Culturally Responsive Practice” a
Prerequisite for Working with the Inmate Population. Xlibris Corporation.
Manecke, K. (2015). Customer Service Training Manual: The Training Guide for Smile: Sell
More with Amazing Customer Service. BookBaby.
McFarlane, D. A. (2013). The Strategic Importance of Customer Value. Atlantic Marketing
Journal, 2(1), 62-75.

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