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Selling and Relationship Management Skills

By: IBFCAlliance Limited  

Lagos State, Nigeria

02 - 04 Nov, 2016  3 days

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NGN 120,000

This course is designed for individuals in a client facing role needing to develop a more confident approach to developing and maintaining client relationships. Participants will learn how to influence, manage, meet and exceed their customers’ expectations.

Content Overview

Overview Of Selling

  • What is selling?
  • What makes us buy?
  • The sales process
    • Prospecting
    • Presenting
    • Closing
    • Follow up

Research And Preparation

  • Understanding The Prospect
    • Customer focused selling
    • Determining the call objectives
    • Creating a positive first impression
    • First approach
    • Rapport building techniques
    • Building trust and confidence
    • Influencing the buying decision

Communication Skills for Relationship Selling

  • The importance of body language
  • Listening skills
  • Asking questions to uncover customer needs
    • Uncovering unspoken needs
    • Summarizing and checking understanding
  • Making Presentations

Introduction to Customer Relationship Management

Handling Customer Objections and Relationship Management

  • Dealing Constructively with Tough Situations
  • Calming upset customers with active listening
    • Demonstrating emotional intelligence
    • Displaying empathy and showing neutral support
    • Establishing rapport and defusing anger
    • What you should not say to an upset customer
  • Overcoming concerns and reservations
    • Identifying concerns and reservations
    • Remaining objective in challenging situations
    • Asserting your position through polite repetition
    • Handling the obstinate customer
  • Transforming objections into opportunities
    • Generating useful feedback and learning
    • Turning a negative situation into a loyal customer
    •  Tapping into the potential advocate within your customer
    •  Dealing with Weaknesses of each Customer Personality
  • Negotiating and closing the deal
  • Leveraging on your area of service excellence
  • Customer satisfaction and loyalty driver

Cases

Studies, Role Plays and Videos will be used to enhance participants’ understanding of the subject matter.

IBFCAlliance Limited, 3rd Floor, East Wing, City Hall, Catholic Mission Street, Lagos Island Nov 02 - 04 Nov, 2016
NGN 120,000.00
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+234(0)817-421-9674

Discounts will be offered for more than 3 participants