Objectives
- Develop an understanding of the sales process and how non-salespeople can contribute to it with integrity
- Identify new opportunities that can be passed on to the sales force
- Further improve the customer experience and strengthen the sales-service synergy
Participants
- Managers and staff in customer service, technicians, after-sales, etc.
- 12 participants max.
Prerequisites
- None
Programme
- Make non-salespeople aware of the positive role they can play in sales, that they can influence with integrity and further increase customer satisfaction through listening, analysis and relevant advice
- De-demonise sales techniques, translating them into natural and honest communication techniques that improve the customer relationship
- Know how to read and adapt to the psychological and behavioural profile of the customer
- Know how to listen, question, analyse and reformulate
- Know how to create the expectation of advice
- Know how to present advice and argue for it
- Adult communication and handling objections
- Know how to deal with a complaint
- Train non-salespeople in role-playing concrete cases
- Structure interviews with the dual aim of meeting technical expectations and identifying commercial opportunities during a service interaction
- Obtain commitments from the customer without pressure
Methodology
- Role-playing to make each person aware of his or her practices that need to be improved
- Inductive facilitation to encourage active participation
- Individual coaching during the training
- Personal action plan
"Winfried's ability to deliver the training with a high level of pedagogy in line with the company's objectives and, last but not least, the pleasure we had working together are second to none."
"For more than 30 years, thanks to Winfried, I've been integrating into my DNA this passion and know-how for negotiation and management that he's one of the rare people to know how to pass on so well ... I prescribe his advice with my eyes closed!"
"WW has helped us support our international expansion through a digital training platform. He's talented [...] and, on a human level, he's been able to identify how to use everyone's strengths and weaknesses to get us all moving in the right direction. Well done!"
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