Description
Boost your communication skills and effectiveness
In a supporting commercial or administrative role, contact with customers is very important. Naturally, you want to be customer-oriented and appear representative. When you communicate smartly with customers and colleagues and approach your conversations in a structured manner, you make an optimal contribution to the operating result. Through the combination of simulations, practical cases and theory, this training gives you plenty of applicable tools and information that you can use straight away! The result? Satisfied customers who can always find you again with new questions and follow-up orders!
During this training you will learn how structured and customer-oriented communication contributes to increasing customer satisfaction.
Desired result
You want:
- Use effective communication to optimally perform your sales support tasks!
- Understanding what customers need and responding intelligently!
- Using techniques to structure and direct conversations!
- Gain tools to counter objections and doubts!
- Increase your contribution to the organization!
This practice-oriented training, based on decades of sales expertise and proven insights into (behavioral) psychology, helps you communicate better and more purposefully and thereby achieve your (commercial) goals.
Learning objectives and topics
The following topics will be discussed during the training:
- Conversation preparation: motivation
What motivates the customer with whom you are having the (telephone) conversation? What questions should you ask to discover what your customer really needs?
- Conversation preparation: trust
How do you gain the customer's trust?
- Conversational techniques
What can and cannot be discussed? How do you stay on track and get all the information you need?
- Presentation
How do you pitch your organization and proposition?
- balance
How do you ensure balance in the conversation?
- Deal with resistance
How do you respond to objections, accusations and other negative feedback?
- Complaints handling
How do you handle complaints correctly and in a way that also satisfies the customer? - Closing techniques
How do you end a conversation well, so that your customer is left with a positive feeling?
Personal support
After completing the training, the trainer is available for online personal support. For example, to briefly discuss practical situations with each other. So nice!
Length of time
This training consists of 2 consecutive training days and a return day.
Attendees
This training has room for a minimum of 4 and a maximum of 8 participants.
Certificate
Upon successful completion of the training, the participant will receive proof of participation in the form of a certificate.