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OBJECTIVE:
- Developing skills through sales cases exercises in order to make better presentations and closures so they can make more and better sales.
- Mastering the techniques that allow to identify and deal with problems of different customer kinds.
- Learning to recognize and satisfy angry or unsatisfied customers, but not willing to show it, through the CEAA methodology
- Spotting the critical and important activities that provide better results with the customers.
BASIC COURSE INFORMATION:
ADDRESSED TO:
Managers, sales executives, customer service staff, call centers and all areas involved in the selling process.
DEVELOPING COMPETENCIES
Customer service, business spirit, listening, company sensitization and communication.
SYLLABUS
I. INTRODUCTION SESSION
A. Objectives and Course Program
B. Participants Expectations
II. SALES PROCESS
A. Prospecting Capability
B. Sales Goals Definition and Accomplishment
C. Sales Projection Planning
D. Probing and Support
E. Application Exercise
III. SALES PRESENTATION
A. Sales as Communication Process
B. Communication Obstacles and Easiness
C. Sales Empathetic Listening
D. Customer Needs Satisfaction
E. Abilities to being Understood
IV. CUSTOMER OBJECTIONS AND ATTITUDES
A. Handling Real and Psychological Objections
B. Handling the Unbelieving Customer
C. Handling the Skeptical Customer
D. Handling Aggressiveness
V. CEAA METHODOLOGY
A. Detecting and Handling Customer Personality
B. Types of Customers
C. Dealing with Unsatisfied Customers through the CEAA Process
D. Opportunities for an Extraordinary Service
E. Exercises
VI. CLOSING SALES
A. Analyzing Personal Attitude before a Sale Closure
B. Analyzing Techniques to Accomplish Commitment
C. Exercises
VII. CONCLUSION
A. Learning Evaluation
B. Event EvaluationDiplomas Delivery