Rationale

This course provides participants with core knowledge about sales as a function and as a process; this means that participants will get solid exposure to sales and its contribution to company growth. They will also gain an in-depth understanding of sales and self-management, the art of prospecting, opportunity planning, and resource allocation. In addition, participants will acquire several skills related to negotiating deals, overcoming obstacles, resolving customer issues and closing sales. Also we cover all the most important elements of service that any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straightforward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Course Methodology

The course relies heavily on an interactive approach. Participants will enjoy working with business cases extracted from real-life situations taking them from understanding the situation to finding a solution. The course leverages role-play techniques where participants work and present scenarios related to deal negotiation, building relationships or problem resolution. Such role plays foster confidence, analytical thinking, and a teamwork mentality.

Course Objectives

By the end of the course, participants will be able to:

• Identify and adopt the right professional selling behaviors and skills needed to maximize sales performance
• Develop critical self-driven practices to optimize personal and business effectiveness and efficiency
• Master and implement the sales process to successfully handle objections and close more deals
• Manage customer expectations and exceed it to gain customer loyalty and generate repeat business
• Master the art of verbal and non-verbal communication to create an atmosphere of respect and trust in the seller-buyer interface

Target Audience

Salespeople, sales support, as well as potential candidates for sales and customer service positions who want to build and revitalize their existing selling skills.

Target Competencies

• Characteristics of successful salespeople
• Selling and handling objections skills
• Communication skills
• Customer service and retention
• Empathic outlook

Course Outline

• The changing business environment
  • The evolution of personal selling
  • The new sales competencies
  • Behaviors, characteristics and skills of a successful salesperson
  • Personal selling profile (self-assessment instrument)
  • Understanding your organization’s BIG pictures
• Preparation and self-organization
  • Targets from a sales perspective
  • Personal management
  • Time management for salespeople
  • Understanding the psychology of selling
  • Action plans for achieving & surpassing sales target
• Mastering the sales process: from initiation to post-sales
  • Prospecting and Qualification:
    • The vital importance of prospecting
    • Setting your ideal customer profile
    • Understanding the sales funnel
  • Pre-approach:
    • How to conduct effective competitive analysis
      • Neutralize or offsetting perceived competitor’s advantages
      • Working your company’s strengths against competitors’ weaknesses
      • Presenting your Unique Selling Proposition (USP)
      • Finding and sharing the Customer Value Proposition (CVP)
    • Approach:
      • Creating a positive first impression
      • The art of breaking the ice
      • Researching and simulating sales solutions
    • Presentation:
      • The presentation mix
      • The fundamentals of powerful sales presentations
    • Handling objections:
      • Reasons of customer objections
      • Dealing with sales objections
    • Closing:
      • Reading the buying signals
      • Understanding the art of closing the sales
      • Types of Closing Techniques
    • Follow-up and retention:
      • Handling customer complaints
      • Essentials of Relationship Management
      • Upselling and cross-selling techniques
    • Professional Behavior with Customers
      • The power of behavior
      • Principles of Effective Behavior
      • How to behave professionally with your customer
      • Verbal and non-verbal components of communication styles
      • Attributes of a professional salesperson
      • Personal effectiveness for success