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Integrity Selling for Service Professionals (ISSP)

Say it with us: “Sales is service and service is sales!” Get a competitive advantage by teaching your service team how to guide customers to additional purchases by creating the critical roles of answering questions and problem-solving.

Integrity Selling for Service Professionals® (ISSP) bridges the gap between customer service and sales.   Yes, customer service professionals have the critical role of answering questions and solving immediate problems.  But that’s just the start.  Often an untapped opportunity for these reps is to recognize additional selling opportunities.  By strategically guiding the customer to discuss other, often unstated needs, skillful customer service professionals offer greater value that will set you apart from competitors and improve customer satisfaction and loyalty.

What is ISSP?

Because many customer service professionals and organizations have a negative view of selling, they struggle to believe that embracing a sales philosophy through better listening and asking better questions is in the best interest of customers. They’re convinced that if you’re going to execute a growth strategy, it means superior service will end up taking a back seat.   This, obviously, couldn’t be farther from the truth.

In our experience, to successfully transform a culture, you must implement solutions that engage the hearts and minds of your employees. To accomplish this, they must learn to embrace the definition of selling and customer service as one and the same.   This is at the core of ISSP®.

In this interactive workshop, participants learn how to adopt a “service to sales” mentality that makes work—and the customer experience — much more rewarding.

coaching efforts of a sales leader

In addition, ISSP participants learn:

  • The difference between satisfied and loyal customers
  • Strategies for approaching people to build rapport and loyalty
  • Techniques for recognizing and adapting to different behavior styles
  • The value of active listening and asking questions to determine customer needs and concerns
  • How to translate product and service features into benefits
  • Beliefs about selling that support the consistent application of positive, customer-focused behaviors
  • Importance of values, ethics, and beliefs 

What Makes ISSP So Impactful?

Easily adaptable service and selling process with a common language

Highly interactive course dynamics

Content may be customized based on organization or industry

Workshop is reinforced with 7-Week Sustainment & Accountability Program as well as Monthly Performance Accelerator Modules

Participants learn the need for ethical behavior in forging long-term customer relationships

As a result, organizations that implement ISSP see an increase in customer service professionals’ impact on the top line,  increased customer loyalty, improved employee engagement and retention, and a sharp drop in sales hesitation and avoidance. 

Methodology

Prior to this interactive, one-day workshop, we provide your managers with an overview of what to expect and how they can support the application of the learnings.  We follow up the workshop with a 7-week sustainment and accountability program to ensure that the lessons are being applied and integrated into attitudes and behaviors to achieve the desired results.  Further, we also provide 6 monthly performance accelerator modules and a manager’s coaching component.  

CLIENT SUCCESS

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Integrity Solutions is just what we needed for our frontline staff! They have gained the confidence they need to provide excellent customer service. They now realize that sales is service and service is sales! They take pride in their work and think of themselves as problem solvers.

Marcy Moser
Modern Office Architecture

There’s a Big Difference Between Satisfied Customers and Loyal Customers — The Quality of Your Customer Service Is What Drives Loyalty

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