Course outlines:
- The qualities of a successful sales person
- Researching the client and preparing for the call
- Professional telephone techniques.
- Communication - the 3 Ps of the voice - projection, pitch and pace
- Opening the call with impact - giving the client a reason to listen
- Setting the agenda
- Questioning techniques - using open and closed questions
- Understanding the need - where do needs come from?
- Probing techniques - using facilitation to build greater understanding
- Active listening, summarizing and empathetic techniques to build rapport
- Selling your product and service using features and benefits
- Closing the sale - how to gain client commitment
- Objections - recognizing and managing the sales objections
- The art of negotiation -
- Service delivery - tips on how to exceed client expectations
- Complaint handling - a five-stage process
Duration: 15 hrs
Cost: 490 L.E.
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