Inside Sales Training to Increase Customer Retention and Revenue

Give your team inside sales skills training needed to win customers and keep them coming back

Why Choose the IMPACT for Inside Sales Training Program?

The experiences your customers have with your inside sales team will ultimately determine if they stay with your company and buy more, or if they decide to take their business elsewhere.

IMPACT for Inside Sales is a customizable training program designed to give your inside sales representatives the skills needed to engage clients, maximize every selling opportunity, and differentiate your company from the competition with world-class customer service.

Who is This Program Intended For?

Inside Sales professionals responsible for providing an exceptional customer experience during the sales process.

Program Benefits

Enhanced Communication Skills and Stronger Customer Relationships

Enhanced Communication Skills and Stronger Relationships

Improved Customer Satisfaction and Customer Loyalty

Improved Customer Satisfaction and Loyalty

Higher Client Retention Rates and Additional Sales to Existing Customers

Additional Revenue through Upselling and Cross-Selling Opportunities

Improved Positioning and Referral Business

Improved Positioning and Higher Customer Retention Rates

Empowered Customer Service Professionals Who Are Confident Handling Complaints and Presenting Solutions

Empowered Inside Sales Teams Who Are Confident Handling Objections and Presenting Solutions

Enhanced Ability to Uncover and Quickly Respond to Product or Service Weaknesses

Enhanced Ability to Solve Problems and Quickly Respond to Product or Service Weaknesses

Increased Access to Information About Your Customers and Marketplace Trends

Increased Access to Information About Your Consumers and Marketplace Trends

The steps of IMPACT for Inside Sales

The steps of IMPACT for Inside Sales

IMPACT for Inside Sales is designed to fit the everyday environment of inside sales employees while teaching them how valuable their function is to business profitability.

The steps of IMPACT for Inside Sales are:

INVESTIGATE
Understand the challenges and expectations of the insider sales role, evaluate your positioning, and prepare for calls
MEET
Optimize every client interaction and build a bridge by developing trust and rapport over the telephone and via email
PROBE
Uncover needs, expectations, and challenges, and leverage upsell and cross-sell opportunities
APPLY
Learn when and how to present recommendations and provide solutions that connect to customer needs and wants
CONVINCE
Confirm your recommendation, manage customer concerns and objections
TIE-IT-UP
Close the interaction, establish next steps, and practice timely follow-up

What’s included in the inside sales training program?

  • One day of practical, easy-to-implement customer service skills training presented by one of our expert facilitators
  • Personal assessment designed to help service agents increase emotional intelligence and interact effectively to build relationships with prospects
  • The IMPACT for Inside Sales workbook and job aids to help participants provide great customer inside sales service
  • Qstream – a mobile reinforcement app designed to deliver reinforcement tips and quizzes at customizable intervals

Is your service translating into additional revenue?

Give your inside sales professionals the skills and confidence to maximize opportunities with every customer interaction they have.

Client Testimonials

“The IMPACT program was excellent. It helped bring our team to the next level by showing them how to adapt their communication to match the styles of the people they’re interacting with on a daily basis. The best part of working with The Brooks Group team was the customization process. The time they spent from a consultative standpoint allowed them to understand our operations, culture, and needs--and tailor a program that really hit home with participants.”

—Lynn Clark, Vice President, Guy M. Turner, Inc.

“The IMPACT Program was outstanding and has enabled us to bring our team into the same training platform as our sales force. They can now share a common language around IMPACT. The overall energy and results received from our planning sessions through to the actual training event exceeded all other training services I have been a part of.”

—Chris Jones, VP of Dealer Relations, C.H.I. Overhead Doors

“The Brooks crew did an excellent job of understanding our company, clients, employees, and objectives—then customized the course to suit our needs. The outcome was a full day of training that provided exactly what we needed to give our employees the tools to engage with customers to achieve the best outcomes for all. This will allow us to turn our customer relationships into a differentiator. I would recommend The Brooks Group’s IMPACT program for any industry and any type of employee that is customer facing.”

—Morgan Brady, CEO, Composite Resources, Inc.

Frequently Asked Questions

How can the program be customized?

Inside Sales training programs can be designed to include learning tools and communication templates that incorporate the language, examples, and case studies that are most relevant in your organization’s unique environment.

Are communication skills covered in the training?

Through hands-on learning activities, participants will learn the etiquette required for successful, customer-forward communication. Your team will learn to listen for cues and identify the behavior style of external clients over the phone, and adapt their communication approach to match. They’ll also be instructed on the most effective way to communicate with internal customers—boosting alignment and collaboration within your organization.

Ready to turn excellent inside sales into sustainable profitability for your organization? A representative from The Brooks Group can help get you started.