The Sales and Customer Service Playbook is a comprehensive guide aimed at training employees to excel in customer interactions and sales, ensuring lasting relationships. It covers training for sales and customer service reps, focusing on developing necessary soft skills, job function knowledge, and coaching techniques. The guide includes various activities, recommended content, and self-assessment tools to ensure learners are well-equipped to be attentive, communicative, and patient. It emphasizes the importance of detailed training from day one, highlighting the critical role of customer-facing employees in retaining and satisfying customers. The playbook also outlines methods to measure training effectiveness and suggests ongoing learning and skill development strategies.

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