Outstanding customer experience
Build rapport
Trust
Manage & exceed client expectations
Listening
Empathy
Reading others
Power of language
Serving challenging customers
Telephone skills
Communication
Engaging customers
Beliefs
Mindset
Projection
Accountability
Educating & guiding
Positive interactions
Complaint handling
Problem solving
Emotional Intelligence
- Step into Sales with Confidence
The fundamentals of modern sales
Communication
Questions
Phone techniques
Commercial conversations
Building
relationships
Energy
Mindset
Listening
Engaging customers
Professional acumen
Control the conversation
Assertion
How to sell
Understanding the buyer
Reading each situation
Converting & closing
Confidence & certainty
- Be the Authority
- Subject Matter Expert
Sophisticated selling techniques
Trusted Advisor
Mindset
Be a business partner
Commercially minded
Beliefs
Assumptions
Exploration
Questions
Listening
Objections
Negotiation
Business Development
Account
Development
Presenting
Upsell / Cross-sell
Buyer behaviour
Following up
Converting & closing
- DISC Personality Types
- Speed read others
Understand Personality Styles styles to improve communication
Identify:
Your own default style for increased self-awareness
Your colleagues' & clients' styles for better collaboration
Understand: Different ways people think, act, and communicate
Speed-reading communication styles
Adapting your approach for stronger impact and results (emails, meetings, presentations)
Individual motivators (teams, clients)
- Creating Opportunities
- Driving Growth
Strategic Business Development for Account Growth & Acquisition
Winning traits of successful business development professional
Key steps for an actionable business development plan
Prospecting & existing customer development
Selling without 'selling'
Pre-suasion & influence: selling 'ahead'
Value propositions
Qualifying prospects
Follow up: purpose & timing
Referrals: turning one into many
Effective networking
Building EI
Linkedin optimisation
- Be a confident and successful Negotiator
Skilfully handle 'on-the-spot', planned and complex negotiations
How to plan a skilful negotiation
Choosing the best strategy
Using team strengths
Spotting key tactics others use and practical counters that keep you in control
Controlling the whole process to ensure you maintain a positive relationship
Assertion
360 Negotiation immersion:
planning, openings, tactics, power shifts, persuasion, process, control, and relationship management skills
Win Win
