Module Content:
- Analysis of communication factors and the 5 sales steps
- Mastering telephone communication skills
- Courtesy as a prerequisite for building strong interpersonal relationships
- “Yes” questions / “Yes” sets as a method for aligning with the client
- Nonviolent communication based on Marshall A. Rosenberg’s model
- After-sales service
- Cross-selling and up-selling processes in the sales cycle
- Referrals as a source of new client contacts
- Proper handling of objections and complaints
Main Topics:
- Telephone communication
- Courtesy – relationship building
- Nonviolent communication
- “YES” sets
- Referrals
- Objections
- Complaints
- After-sales service
- Cross-selling and up-selling
Benefits – After Training, Participants Will Be Able To:
- Use the AIDA method in telephone communication and sales
- Overcome resistance in establishing good business relationships through courtesy
- Utilize “YES” sets as a tool for seller-client alignment
- Apply the nonviolent communication method when handling conflicts
- Activate after-sales service through cross-selling and up-selling processes
- Easily obtain client referrals as a foundation for establishing new contacts
- Properly handle potential client objections
- Manage existing client complaints in a way that creates opportunities for new sales
Methods of Work:
- On-camera training
- Recording sales conversations step by step
- Interpretation of recordings
- Providing feedback
- Simulations and exercises