Home Features EDA Insight: From Good to Great – Elevate Your Customer Service Skills

EDA Insight: From Good to Great – Elevate Your Customer Service Skills

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The EDA’s Product Knowledge Modules help businesses like yours create cross-selling and up-selling opportunities by building knowledge and confidence.

Customer Services is one of the 12 EDA’s Product Knowledge Modules created to develop the professional knowledge and confidence of your team.

Training in Customer Services includes:

  • Introducing our customers
  • What is excellent customer service?
  • The customer journey
  • Customer service: right first time, every time
  • The importance of stock availability
  • Time management
  • The skills of questioning and listening
  • Selling add-ons as a service
  • Measuring customer service and going the extra mile

Online learning through The EDA Academy

All the EDA Product Knowledge Modules are available to study electronically via The EDA Academy, the Association’s e-learning portal. Each training course is delivered through video and interactive learning, but if the original hard copy textbook is preferred these are still available.

Years of knowledge to give your team a commercial edge

City & Guilds accredited, this training programme harnesses decades of combined expertise from product experts at EDA manufacturers and allied trade associations to create an accessible and practical training opportunity for you and your team.

EDA Product Knowledge modules are also approved for Continuing Professional Development by The CPD Certification Service.

Test your knowledge

Have a go at this quiz sampled from the Customer Services module. Then check your answers below. If the results show that you need to boost your team’s know-how, talk to the EDA today.

Test your knowledge.

Q1: What do all customers want as a minimum service?
Q2: What is a “bread and butter” product?
Q3: In a wholesaler with a turnover of £1 million and based on the 80/20 rule, how much of the turnover will be generated by the high movers (or top 20% of products)?
Q4: If you processed 500 orders a week in a year of 52 weeks calculate how much more profit you could make by adding £2 profit to every order you process in a year.
Q5: How long does it take to make or break a habit?
Q6: Why would selling add-ons to a customer help them?

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Answers

Q1: The goods or service delivered right first time, every time.
Q2: A high-moving product that a customer would expect to be available from stock in store.
Q3: £800,000 (or 80% of the sales)
Q4: 500 orders × £2 × 52 weeks = £52,000
Q5: Six weeks
Q6: Ensure that the customer doesn’t forget things they actually need.

How did you do?

Full marks: Well done.

3 – 5 out of 6: Not bad. Could the EDA training help you to fill in any gaps in your knowledge and help you progress in your career?

Less than 3: The EDA Product Knowledge Programme could be just what you need to boost sales.

Watch the video and download the Course Directory

There’s plenty of information online at www.eda.org.uk including video and downloadable Course Directory, giving you a summary of what’s covered in each of the 12 training modules.

The EDA team is ready to help. Call 020 3141 7350 or email training@eda.org.uk

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Find more ‘EDA Insight’ articles here

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