All service involves selling and selling entails meeting needs. This module shows how service staff
can identify customer’s needs and then meet them by :
asking questions and actively listening
giving advice based on product knowledge
bending the rules
providing ‘extras’ and ‘add-on-sales’
taking personal responsibility for problems.
Target Audience
This module has been designed to meet the needs of frontline service staff. However, it would also
be appropriate for other service staff, including those in back-up and support functions.

Accompanying Videos
FIND OUT THE NEEDS 18 minutes
MEETING NEEDS 20 minutes

HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)


1 READ OVERVIEW Page

This covers
the initial approach 6
determining what the customer needs 6
using product knowledge 8
balanced attention 9
unusual requests 9
add-on selling 10
providing extras 10
bending the rules 10
taking personal responsibility 10
following up 11
Familiarise yourself with the information given in the overview. It will help you to understand the
subject and can be integrated into your training sessions.


2 PREVIEW VIDEOS 12
Using the video summary sheets provided for your notes, view
FIND OUT THE NEEDS - 18 minutes 13
MEETING NEEDS - 20 minutes 17

3 READ AND REVIEW ACTIVITIES MENU 21

Select the appropriate activities for your training participants.


4 DEVISE TRAINING SESSION

Select the appropriate training application 38
Study the two sample half-day training sessions 39
Then, design your own tailored session(s), incorporating
your input based on the overview
the videos
activities chosen from the menu
any other related materials.


The Improving Service Series...

... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.

Support Materials available: Training leader’s guide.

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