Why you should take this training?
The training is designed to increase the effectiveness of the Seller or persons dealing with negotiations by presenting the individual stages of sales and negotiations and implementing effective sales and negotiation techniques.
Participants will learn how to deal with Customers’ manipulative games. Moreover, they will get to know how to effectively diagnose the customer type they are dealing with and how, instead of trying to change the customer, to adapt to the diagnosed type, so that the customer follows where Salesperson or Negotiator is headed.
Who is it for?
The training is intended for those who deal with customer service on a daily basis
Agenda of the training:
I. Establishing a relationship with the customer:
- Establishing contact and keeping one's attention
- Opening and ice-breaking strategies
- Non-verbal communication in the sales proces
II. Active listening and probing customer needs:
- Asking probing and suggestive questions
- Business talk funnel model
- Building understanding with the customer
- Principles of active listening.
- Paraphrasing.
III. Presentation of the offer:
- Language of benefits
- Social engineering techniques in sales
- Giving the customer a choice
- Inducing additional needs during the presentation
- Persuasive communication
- Rules for the presentation of the price and other conditions
IV. Sales negotiations:
- Introduction to negotiations
- Initial negotiation techniques
V. Manipulation tactics and concession management:
- Principles of building concessions as perceived by the customer
- Make concessions the hard way and slowly
- The concessions need to decrease over time.
- Demand something in return,
- Make concessions where it is easy for you
VI. Overcoming objections – difficult situations, difficult customers:
- Strategies for dealing with objections and opposition
- The 5 essential methods for handling objections
- Typology of difficult customers and situations
- Difficult situations