The Course Suits

Training Benefits

• Maximise your effectiveness to get the most out of the time you have with your customer
• Understanding selling from the customers' eyes
• Understanding the importance of body language in selling
• How to handle objections

Course Timetable

09:30 - 09:45 Coffee & Course Objectives

09:45 - 10:00 Introduction - What Do We Hate about Being Customers?

10:00 - 10:15 The Good, The Bad & The Ugly (Delegates compare their own good, bad and ugly experiences of customer care when they have been a customer.)

10:15 - 11:00 Through the Customers' Eyes & Ears (Tutor makes live call enquiry to a company and delegates feedback their impressions)

11:00 - 11:30 The Importance of First Impressions & Lasting Impressions (This module looks at the importance of body language and the voice. How enthusiasm for the product can be seen visually and detected vocally.)

11:30 - 12:15 The Science of Qualification & Objection Handling (This module gives participants an in depth look at why customers make objections and how they can be most professionally handled. The group will share their own experiences and discuss ways of improving this vitally important part of the sales process.)

12:15 - 13:00 Role Plays - Qualification (Participants practise techniques in questioning and develop a qualification prompt form.)

13:00 - 14:00 Lunch Break

14:00 - 14:30 Listening Skills (This module identifies when you should resist from talking too much and listening too little.)

14:30 - 15:00 Closing Strategies & Maximising Opportunities

15:00 - 16:30 Role Plays - Closing (Delegates are given realistic scenarios where they are at the end of the sales process. They must close and overcome the last objection of the prospect and maximise their sales opportunities.)

16:30 - 16:45 Summary & Action Plans Agreed