Effectively communicating and selling to customers

Effectively communicating and selling to customers

Duration: One day

Objective

This programme is delivered over two separate half-day modules.
Module one (morning)
Confident and skilful communication in the workplace should be central to everyone's role, however too often issues arise purely as a
result of poor or ill-thought out verbal communication. This practical short course will demonstrate tools and techniques you can use
to communicate better with everyone - especially customers. Central to the delivery of this programme are understanding important
elements of emotional intelligence which demonstrate how to rescue potentially costly situations where communication appears to
have broken down.
Module two (afternoon)
The second module provides delegates with an understanding of the sales process and the vital role that plays within any
organisation. It will also provide tools for overcoming objections, how to suggestive sell effectively as a result of exploring the
customer's needs as well as the importance of closing the sale.

Contents

• Module one (morning)
• The difference between communicating ideas and selling ideas
• Barriers to good communication
• Transactional analysis - Parent, Adult, Child theory
• How behaviour and personality influence the way people communicate
• Communicating more effectively individually
• Using different styles of language to build rapport
• Dealing with difficult situations
• Module two (afternoon)
'• Selling' is not a dirty word
• How selling leads to job security - a quick study on the immense impact your role can have on the business
• Step in selling
• What to sell
• Suggestive selling
• Handling objections and overcoming hesitation
• Selling additional and/or related items
• Offering alternative items
• Selling high profit / better quality items
• Closing the sale
• Checking satisfaction

Who should attend

These modules are ideal for anyone employed in a customer facing role.

Course benefits

The importance of communication, tone and body language are covered and, regardless of experience, this course will identify and
rectify any bad habits that may have been allowed to develop.

Additional information

This short course can be delivered as an introduction or as a refresher for your customer-facing team, whether they deal with
customers over the phone or in person.

Certificates

All delegates who successfully complete this course will receive a certificate of attendance.

Trainers background

The trainer for this course has extensive experience in design and delivery of sales related training programmes. They have been
successfully delivering training to both public and private sector organisations for over twelve years and previously held a number of
senior sales positions in variety of industries.

Locations: 

We deliver courses in Inverness, Aberdeen, Stirling, Glasgow, Edinburgh, Newcastle, Leeds, London and Belfast.