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Improving your Net Promoter Score ®

A one day course for anyone who is using Net Promoter Scores® as a measure of Customer Service or those who want to increase the number of customers who recommend their company to others.

Introduction

Net Promoter Score® (NPS) is fast becoming one of the UKs most popular ways of measuring customer service within an organisation.

NPS is based on the fundamental idea that every company's customers can be divided into three groups. "Promoters" are loyal enthusiasts who buy from a company over and over again and urge their friends to do the same. "Passives" are satisfied but unenthusiastic customers who can be easily wooed by the competition. “Detractors" are unhappy customers who just haven’t got around to leaving.

Asking the killer question “How likely would you be to recommend this company?” allows companies to track promoters and detractors, producing a clear measure of an organization's performance through its customers' eyes. Companies that achieve long-term profitable growth—have Net Promoter Scores twice as high as the average company. And NPS leaders outgrow their competitors in most industries—by an average of 2.5 times.

The best way to gauge the efficiency of a company's growth engine is to take the percentage of customers who are promoters (P) and subtract the percentage who are detractors (D). This equation is how we calculate a Net Promoter Score for a company. In simple terms - P — D = NPS.

Course Aim

A one day course aimed at advisors, team leaders, managers and trainers who want to develop their service and sales skills to drive up the Net Promoter Scores in their business. It uses techniques drawn from up to the minutes social psychology research, Transactional Analysis and Neuro linguistic programming to help participants develop their influencing and sales skills to an advanced level. Better still these techniques are simple to understand and have been proven to drive up Net Promoter Scores.

Course Objectives

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

  • Describe how creating Net Promoters will help their business
  • Explain how to structure a call
  • Deal with “gatekeepers” effectively
  • Explain the 25 key principles and apply them in real conversations.
  • Develop a personalised “toolbox” that will deliver greater customer satisfaction and drive up Net Promoter Score.

Course Content

Introduction

  • Welcome to the training
  • What is a Net Promoter and how they can be measured
  • How this course will help drive up Net Promoter Scores and customer recommendations

Preparation

  • What you must do before you pick up the phone
  • Techniques for getting past “gatekeepers”
  • Using email - Ask for action not permission

Call Structure

  • Why we need one
  • What a good call structure delivers
  • The four elements of a call structure

Stage 1 of the call – the Introduction

  • 11 decisions we make in the first 7 seconds
  • Structuring the first 7 seconds:
  • Placing your name correctly
    • Gaining credibility
    • Delivering a benefit statement
    • Offering and opt out 

Stage 2 of the call – Fact finding

  • Dealing with angry customers before they get angry!
  • Signposting
  • Funnelling questions
  • Left brain questions
  • Listening
  • The power of because
  • Using “for you!
  • Accepting and sending “invitations”

Stage 3 of the call – Presenting options

  • Rephrase
  • Replay
  • Benefits, not features
  • The magic of 3 options
  • Promoting a colleague
  • Saying “No”
  • Weasel Words

Stage 4 of the call - Action

  • Asking with confidence
  • Signposting
  • Thanking the customer

Practice Session

  • In small groups

Action Plan and Close

  • Individual Action Plans
  • Link Back to Net Promoter Score

 

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