Sales Training

Dealing With Customer Behaviour

Introduction

This course is aimed at staff that may have varying degrees of sales and customer service skills. The course will focus on generic human behaviour to assist participants to put the 'customers needs first.'

Course Aim

'People buy from people they like', this course will help participants to have a greater understanding of observable human behaviours and the need to match them in order to close more sales. An interactive course with, 'no scripted role play'.

Course objectives

By the end of the course participants will:

• Understand how their own behaviour will affect sales outcomes
• Observe and understand the needs of each customer
• Effectively work through the complete sales process to create positive outcomes
• Have more confidence in their role as a representative of their organisation

Pre-requisites

The course is aimed at staff of all levels that have a direct or indirect, sales and customer service role.

Course content

Modern selling versus traditional selling

• Understanding why we spend 50 % on rapport building

Behaviour

• Understanding human behaviour 'colours'
• Predicting dominant behaviours

Communication

• The communication process explained

Pre qualification

• How to minimise time wasters.
• How to isolate issues that will restrict sales.

Presenting

• Presenting information simply
• Communicating your service uniqueness

Asking Questions

• How to ask questions effectively

Dealing with situations

• Answering awkward questions

Value

• Working with, customer expressed values.

USP's

• How to link USP's to a customers needs.

Touring

• How to decide what to show the customer first.

Overcoming objections

• How to work with objections to gain information.

Presenting prices

• How to visually present prices in a logical way

Closing sales

• How to ask for the sale
• How to ask for referrals

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