Over the past ten years dramatic changes have taken place in the area of selling Parts and Service. To support these changes and further the development of this Parts and Service Sales team we have designed a training course aimed at those charged with the responsibility of managing this segment of the Dealership business as well as the Product Support salesmen. Product Support Sales - The New Frontier consists of 4 elements presented during a two day seminar.

	The Fundamentals of Selling Everyone wants to succeed at what they do and this module aims at the fundamentals of selling. Preparation and presentation are two critical aspects of selling. Performing the research before the call, realistic objective setting for each call and the art of questioning during the call, explaining the benefits, meeting objections and closing the sale are the topics covered.
	The Foundation of Territory Management A "customer" has become a generic description of who we serve. We need to segment the customers, in the markets that we serve and define the customer using a broad array of categories that will allow us to group customers of similar characteristics. This segmentation structure is a critical element in "The New Frontier" for successful market penetration.
	Managing Customer Relationships Customer Retention is one of the most significant measures of market penetration and profitability ever devised. Even so the number of businesses that track this rate is very few. This module covers customer retention and defection measurements, the "value" calculations for customers and the methods to use to increase retention and lifetime value. Being organized, work habits, prospecting skills, building rapport, understanding customer needs, delivering product and services presentations, handling objections and testing reactions, all lead to closing the sale. Delivering after sales service closes out the loop. These basic steps are dealt with in detail in this module.
	Customer Service Fundamentals Strong Products or Services are central to customer loyalty and customer loyalty must be a central company goal. Everything should be aimed at creating and maintaining this loyalty. We expose methods to use to ensure that everyone in the dealership is focused on each order as new business, no old business. Call reporting, machine ownership, customer buying patterns all help in the sales effort. Direct order entry from customers, global positioning for equipment, and customer inventories as dealer assets all contribute to high levels of customer retention and loyalty. Explore tomorrow and be prepared for it.

This Unit provides a broad base introduction to Selling Product Support for the 21st Century. It is intended for Product Support Salesmen, Customer Service Representatives, Instore Sales Personnel, Supervisors and Managers. The material covers all of the management and sales disciplines required of a Product Support Salesman.