TARGET MARKET

Anyone wishing to acquire the fundamentals of customer relations and improve his or her sales techniques.
 

DURATION

2 to 3 days
 

TRAINING OBJECTIVES

At the end of the workshop, participants will be able to:

• Prepare a complete selling procedure from the initial contact to the close.
• Master basic sales techniques in their field of operations.
• Understand and adapt to different customer needs.
• Demonstrate a proactive sales attitude in their customer relations.
• Develop their relational skills with the aim of establishing a relationship of trust.
• Know how to manage objections in an effective manner.
• Close the sale with elegance and perseverance.

KEY TOPICS

• Sales objectives.
• USP/Unique Selling Proposition or the competitive difference.
• How to obtain a meeting by telephone.
• Preparing a sales visit.
• The initial contact, a critical moment.
• Communicating effectively: asking the right questions and listening carefully to understand customer needs and desires.
• The pitch: the CAB model.
• Presenting the sales item or service.
• Dealing with objections: the start of negotiations.
• Buying signals, markers in the negotiating process.
• Closing techniques, knowing how to be persevering and elegant at the same time.
• “Asking for the business”.
• The active reference, the ultimate goal of selling.
• Dealing with complaints.

TARGET MARKET

• “Key account” executives
• Negotiators with commercial responsibility for several entities.
• Sales professionals forging long-term partnerships.
• Executives dealing with multiple negotiation issues.

DURATION

2 to 3 days
 

TRAINING OBJECTIVES

At the end of the workshop, participants will be able to:

• Clearly define the stakes and analyze the environment of a negotiation.
• Evaluate the risks and consequences of a negotiation.
• Prepare negotiating strategies and tactics.
• Maintain relations conducive to carrying out a negotiation.

KEY TOPICS

• Preparing the ground and the pertinent information, from the selling policy to the negotiating strategy.
• The “minimum/maximum” matrix for the negotiating criteria.
• Defining the decision-making sociogram: the 7 “Who” elements.
• The alliances and analyses of commercial situations (the win).
• The well-reasoned negotiation: the “win-win partnership”.
• Possible alternatives and lateral solutions.
• Commercial action plans.
• Evaluating the risks and opportunities inherent to any negotiation.
• The key principles of negotiating strategy.
• Operational negotiating strategies:
  • The questioning strategy
  • The persuasive effects

TARGET MARKET

Sales professionals with established negotiating experience.
 

DURATION

2 days
 

TRAINING OBJECTIVES

At the end of the workshop, participants will be able to:

• Structure meetings in a time framework and use the time length as a sales argument.
• Identify their customers’ primary personality traits.
• Develop the instinctive dimension of the commercial relationship.
• Use a creative approach during negotiations.
• Control their stress levels during difficult moments.
• Share their experiences and good practices as a negotiator.
• Use negotiating tactics.
• Work with the strategic games model.

KEY TOPICS

• Managing time in commercial negotiations.
• Making a “road map” of the meeting to develop self-confidence.
• Applying strategy games to negotiating (Awele, Chess, Go).
• The different personality profiles in negotiations.
• Negotiation tensions and their management.
• The criteria for ensuring a long-term relationship.

TARGET MARKET

• Wealth managers in universal banking.
• Assistant asset managers.
• Financial planning consultants.
• Independent wealth managers.

DURATION

3 to 4 days
 

TRAINING OBJECTIVES

At the end of the workshop, participants will be able to:

• Understand the specificities of negotiating in the field of wealth management.
• Know how to build a relationship of trust.
• Develop a proactive commercial approach adapted specifically for the private management clientele.
• Use and refine selling and negotiating techniques.
• Deal with difficult situations.
• Anticipate future developments for client relations in the wealth management field and customers’ coming needs.

KEY TOPICS

• The specificities of the relationship with a private wealth management customer.
• The principles of privileged communication.
• The parameters in building a relationship of trust.
• The positioning of a bank and its services.
• The constraints on prospecting for wealth management clients.
• The emotional dimension of the commercial relationship.
• Discovering customers’ explicit needs and implicit motivations.
• Evaluating a customer’s aversion to risk and desire for profit.
• The specific reasoning to be employed for each customer.
• Dealing with objections and obstacles.
• Finalizing and closing the business arrangement.
• Following up and anticipating difficult situations.
• How to announce bad results.
• How to say no elegantly.
• Developing customer portfolios and marketing action plans.

TARGET MARKET

• Telemarketers.
• Account heads who negotiate by phone.
• Customer services employees who deal with clients by phone.

DURATION

1 to 2 days
 

TRAINING OBJECTIVES

At the end of the workshop, participants will be able to:

• Give a positive image of the company on the phone.
• Treat incoming calls effectively.
• Obtain appointments during telemarketing calls.
• Deal effectively with difficult situations on the phone.

KEY TOPICS

• The telephone: the initial business card.
• Preparing the call: 90% of success.
• Canvassing and “pitch elevators”.
• Getting through administrative barriers.
• Effective pitch lines.
• Alternatives for obtaining appointments.
• The different rhythms of a phone call: a salsa beat or a slow waltz…
• Tips and tricks for gaining confidence on the phone.