Why you should take this training?

The training is designed to boost the effectiveness of sales and customer service staff by tapping into their assertive response skills. Increase their motivation and job satisfaction.

Who is it for?

The training is intended e.g. for:

1. those responsible for gaining and handling clients
2. sales representatives and salesmen
3. telemarketers
4. customer service and call centre employees

Following the training, the participants will be able to:

1. respond more effectively in crisis situations involving customers
2. establish better relationships with colleagues and superiors

Agenda of the training:

I. Assertiveness – an introduction:

1. The concept of assertiveness
2. Assertive behaviour
3. Five laws governing assertive behaviour

II. Building a strong sales personality:

1. Six pillars of a strong personality
2. Assertiveness and the nature of interpersonal attitudes
3. Internal barriers to assertive behaviour

III. Assertive communication in a sales talk:

1. Understand the needs of the parties involved
2. Prevent before bad things happen
3. Be prepared for change
4. Active listening
5. Difficult questions in a sales talk
6. Questions every customer asks
7. Body language in business relations

IV. Assertive behaviour in customer relations:

1. Criticism and attack
2. When you have difficulty saying no
3. Perceiving how others see you
4. Responding to criticism
5. Negative feelings
6. Reacting to boundary violations

V. How to deal assertively with sales games used by customers.

VI. An assertive approach to manipulation in the commercial process:

1. Manipulation in the commercial process

VII. “The salesman's intelligence” – an assertive approach to customer relations.

VIII. Typology of clients.