When we go to a new product training we have no choice but to learn because if we don’t, we won’t know the prices, the models, the features or the options available.  And we’ll sound unprepared and unprofessional in front of the customer.  

When we go to a systems or CRM training we have no choice but to learn because if we don’t, we won’t be able to enter an order, research customer history, look up a price or navigate anywhere.  And we’ll sound unprepared and unprofessional in front of the customer.

But somehow when we go to a sales skill training, or a negotiation training, or a customer service training, we think we have a choice to learn or to not.  Somehow because our system won’t lock up or we don’t fumble for the right pricing or we always find the history we are looking for, we think this kind of training is optional to apply.

Truth is if we choose not to learn and apply in these types of trainings we will sound woefully unprepared and unprofessional in front of the customer.

More and more today, what you say to a customer and how you say it is critical to differentiating you and your company from others.  Remember that customers today need less and less human interaction to get information; what they need and get from our live conversations however,  is the experience and that is a big deal. 

Pretend you have no choice when it comes to learning in these types of soft skills trainings.  Just because the path forward after the class doesn’t change and force you into learning the topic doesn’t negate its value.       

Till next time, 

Grow The Business.  

Mark