Delivery: Online | Est. Length: 2 Seat Hours | Price: $145.00
Course Overview
The NCTI Techsellence course is designed to help broadband providers remain competitive by unlocking a hidden revenue stream: the field technician. Technicians are the only employees who get invited into the customer’s living room, giving them a unique advantage to spot sales opportunities.
This course teaches field personnel how to leverage Observation Strategies to evaluate a customer’s unique situation—spotting a gamer who needs faster speeds or a movie buff who needs premium channels. Students will learn to transition smoothly from “fixing the problem” to “enhancing the experience,” using specific communication techniques to introduce new products without feeling like a salesperson. The result is higher ARPU (Average Revenue Per User) and increased customer loyalty.
Who Should Attend:
- Field Technicians (Install/Repair)
- Dispatchers
- Customer Service Representatives
- Field Supervisors
What You Will Learn
Upon completion, students will be able to identify visual clues in the customer’s home that signal a need for upgraded services and execute a soft upsell.
Core Competencies:
- Observation Skills: Identify “clues” within the customer’s premises (e.g., 4K TVs, gaming consoles, smart home devices) that open new sales and communication opportunities.
- Service-to-Sales: Explain why communication skills are just as important as technical skills in driving revenue and retention.
- Upselling Strategy: Use product knowledge to match specific features to the customer’s lifestyle, creating a mutual benefit rather than a hard sell.
- Conflict Resolution: React appropriately to negative customer contact, turning frustration into a constructive conversation about better service tiers.
- Professionalism: Expand professionalism in the field to give customers tangible reasons to remain loyal in a competitive market.
- Teamwork: Leverage relationships with dispatch and customer care to ensure the upsell is processed smoothly.
Certification and Benefits
Unlock the Power of the “Trusted Advisor”
Technicians are trusted experts. This course teaches them how to use that trust to improve the customer’s experience—and the company’s bottom line.
Additional Benefits:
- Certification Path: Credits apply toward the NCTI Master Installer certification.
- Industry Recognition: Receive the NCTI Certificate of Graduation.
- Efficiency: Learn practical applications to test knowledge immediately on the next truck roll.
Course Outline
Module 1: Sales and Service Culture
- Fundamentals of customer service.
- Why change is needed in a competitive market.
- Benefits of a service-focused sales approach.
Module 2: How Do I Do It?
- Product Knowledge: Determining your individual level and filling gaps.
- Clues: Identifying physical indicators of customer needs.
- Teamwork: Working with support staff to close the loop.
Module 3: Working with the Customer
- Handling negative contact.
- Upgrading: Identifying opportunities to sell enhanced services.
- Reviewing scenarios and communication tools.