At the end of the session delegates should be more familiar with the sales process, be able to identify additional customer needs and be able to confidently up sell and cross sell products.


Each delegate may be given a Personal Action Plan to record any learnings and personal development commitments that they make as a result of this training.


This guide is designed for a manager or a facilitator to deliver a short workshop featuring videos from the Video Arts Customer Service Essentials Series.


Each video comes with a series of activities around the following structure:

LOOK - watch the video and reflect on the content and message.

THINK - activities and questions linking the video to their own experience and workplace. REMEMBER - a summary of the key learning points.

Each section relating to the video will last around 15 minutes.

PRACTISE - At the end of the series of videos there is a 30 minute practical training exercise which will bring the learnings together.

Delegates should be encouraged to record any personal development actions on their Personal Action Plan sheet.



 Discovering their needs (I wonder why he didn't buy any undercoat?)

 Storytelling (I remember a couple buying the very same bed)

 Dealing with objections (I thought this was a slam dunk?)



Trainer Tools

  • Personal Action Plan
  • Service for Sales Workshop Guide


  • CSE-ESS Service For Sales Infographic
  • Customer Service Essentials Summary Infographic

Service Sales