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CONTACT InterAct, Inc. 5 Mountainside Road Berkeley Springs, WV 25411 304.258.1611 voice 304.258.2003 fax Send Us 
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| Visualize the Strength of the InterAct Workshop Skills Practice |
Visualize the Strength of the InterAct Workshop Skills Practice
Real Life Case Studies - Participants have to "hear" the hidden customer messages and find both a human solution and a business solution to the problems.
Actual "Killer Comments" made by FSRs - Participants are asked to develop better responses.
- The customer doesn't feel the need of a service agreement though in reality there is a great need.
- The customer blames the vendor for a problem the customer caused but won't accept responsibility for causing.
- The customer doesn't have money to spend on new equipment but would like to increase productivity on old equipment.
- The customer is upset about the high cost of parts and feels your company is pricing itself out of the market.
Consulting Case Studies and Role-Plays: The customer situations are from workshop participants work experience and are tailored to the products they service. Each of these consulting situations involves a specific difficult personality.
- Convince a customer who needs a solution to maintenance caused problems that there are several low cost solutions to the customer's concerns.
- Convince your manager of a solution to his/her concern about increased overtime costs.
- Convince a customer that his problems are training related and that he needs a training solution.
- Convince a customer that she could save money by upgrading her equipment.
"Right now it is difficult to sell service agreements but after the workshop I went back to work and sold five more. My thanks to Stan for my recent sales and my different approach now." Pete Pucci, Field Service Engineer, Laserscope Surgical Systems
"In the role-plays we had to offer a solution and verify how it would work. These last two steps were the hardest to do. I often reflect on how to apply the workshop skills to what I am doing everyday." Paul Sullivan, Field Service Rep, Stiles Machinery, Inc.
"Stan taught me to listen, to understand, be sympathetic, be enthusiastic, and most of all just to care. Each customer is as an individual with a different personality, a different problem, and a different home life that affects their work. I have seen the influence of the workshop in my negotiation skills, talking to customers to find out their real needs, and understanding the actual impact a down piece of equipment has on the customer's business." Paul Swerdlick, Training Manager, Leica Microsystems, Inc.