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Certificate Course in Sales and Service Excellence
Rating: 4.3 out of 5(41 ratings)
1,335 students

Certificate Course in Sales and Service Excellence

The Art of Exceptional Customer Experience
Created byAakaro Consulting
Last updated 4/2026
English
English [Auto],

What you'll learn

  • Identify and analyze critical touch points in customer interactions, ensuring consistent and exceptional service delivery throughout the customer journey.
  • Differentiate between various types of brand promises and effectively align them with customers' expectations to build trust and loyalty.
  • Implement the GUEST model to engage customers skillfully, from capturing their attention to expressing genuine gratitude.
  • Demonstrate proficient product/service presentation skills, effectively communicating value propositions and benefits to customers.
  • Apply consultative selling approaches to recommend tailored solutions that address specific customer needs, ultimately increasing conversion rates.
  • Assess their own performance and continuously seek opportunities for improvement in sales and service delivery.

Explore related topics

Course content

6 sections • 14 lectures • 1h 1m total length

  • Customer Touchpoints in Customer Experience Management1:58

    Explore touchpoints as customer-brand interactions across channels, categorize them into pre-purchase, purchase, and post-purchase, and connect, deliver value, and shape the customer experience.

  • Brand Promises in Sales & Customer Service2:11

    Identify brand promises by category—product quality, service, price, speed, and luxury—using Apple, Emirates, Walmart, Domino's, and Ferrari, and learn how ongoing feedback and market dynamics shape and keep promises relevant.

  • GUEST Model for Sales and Service Excellence3:00

    Apply the guest model—gain attention, understand needs, explain, suggest, and thank you—to treat customers as guests. Enhance service and loyalty through first impressions, attentive listening, addressing objections, and suggesting solutions.

  • Attention-Grabbing Sales Techniques for Customer Engagement9:55

    Gain attention through thorough preparation—grooming, environment, and knowledge of product, company, and competitors—then use varied greetings (social, merchandise, customer-benefit, special offer, personalized, open-ended) to engage customers.

  • Understanding Customer Needs in Sales Process2:12

    Understand customer needs by asking open-ended and closed-ended questions, using why, what, where, when, who, how, and how much to guide a tailored sales pitch.

  • Product & Service Explanation Skills in Sales1:56

    Explain how to use the fabbing technique, combining features and benefits, to confidentially present product or service value, build trust, and help customers compare with confidence.

  • Upselling & Cross-Selling Techniques in Sales5:04

    Learn the suggest stage: apply cross-selling and upselling with three rules—show the requested product, offer a higher-priced alternative, present the dream product—and master objections with feel, felt, found.

  • Customer Follow-Up & Relationship Building in Sales1:41

    Apply the guest model by expressing gratitude and shaping first and recent impressions, using cross-selling, upselling, and feel, felt, found technique in objections to elevate personalization and proactive problem solving.

Requirements

  • No prior experience required.

Description

The Sales and Service Excellence course is designed to equip participants with the essential skills and knowledge to excel in customer-centric environments. This comprehensive online course focuses on various touch points and explores how businesses can effectively deliver on their brand promises.

Participants will delve into the GUEST model, a powerful framework that guides them through each stage of customer interaction to ensure a seamless experience. The course will cover the following key topics:

  1. Touch Points: Understand the significance of touch points in customer interactions and learn how to create memorable experiences at each interaction point.

  2. Types of Brand Promises: Discover different types of brand promises and explore how they shape customers' perceptions of products and services.

  3. The GUEST Model: Implement the GUEST model (Gain attention, Understand the needs, Explain about the product/service, Suggest, Thank you) to engage customers effectively and provide personalized solutions.

  4. Gain Attention: Learn effective techniques to capture customers' attention and make positive first impressions.

  5. Understand the Needs: Develop active listening skills to comprehend customers' requirements and preferences accurately.

  6. Explain about the Product/Service: Master the art of product/service presentation and confidently communicate the unique value propositions.

  7. Suggest: Explore consultative selling approaches to recommend tailored solutions that meet customers' specific needs.

  8. Thank You: Understand the importance of expressing gratitude and maintaining customer relationships through genuine appreciation.

Join us on this transformative journey towards Sales and Service Excellence, and empower yourself to elevate customer experience and drive long-term business growth.

Who this course is for:

  • All

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