If Sales is important department for your company then I recommend you going along the sales persons and attend the sales calls. Find out what do they do and what they do not do. How many salespersons do you have? Go along with at least 10 salespersons to attend the sales call. Training that is based on field observations or research will be 100% authentic.
Secondly, when you make field visits, you need to observe whether the salespersons handle the sales call exactly in same fashion or there is dissimilarity. To bring similarity in the handling of the sales call, you need to have customised sales process. Companies fail to improve their sale because they allow salespersons to adopt individualistic approach. This is where sales training because it is not conducted to implement the sales process.
Any training material howsoever superior might it be, will not address the exact needs of your organisation. Field research has no parallel.
All the best!
12th July 2016 From India, Bangalore
If your customer service staff are unable to solve the customer query then it could be because of the lack of the product knowledge or technical knowledge. It need not be because of communication skills.
The second reason for their inability to solve the customers' queries is because of telling them to talk in English or some specific language. Therefore, in addition to lack of product knowledge they might be lacking command over English or the language in which customers' talk. Therefore, it could a problem of wrong recruitment and employee training may not solve it.
As far as customers' queries are concerned, have you done analysis or categorisation of the queries? On what issues customers ask the queries most and on what issues the queries are least? Do you know that? Irrespective of the type of query, your training should be on the sequence of the questions that customer service personnel should ask to solve their queries.
13th July 2016 From India, Bangalore