Selling and Customer Relations
PSYCHOLOGY OF SUPERIOR SELLING
Outstanding salespeople have some very specific attributes that go beyond technique and which make them many times more effective than most.
While technical training provides good basic selling skills, technique alone cannot produce outstanding performers. In fact, the very attributes that make salespeople great can also cause them to resist using many of the traditional techniques generally taught in sales training sessions.
Master sellers instinctively know which technique will work best with different customer types. They can instantly pick up on clues that tell them what type of customer they are dealing with and can then adjust their approach, presentation, and closing style to fit the needs of the customer.
These powerful, money-making procedures can be learned and incorporated by almost any salesperson. Even seasoned professionals will discover new and innovative ways to improve their outcomes.
In this highly interactive workshop, participants will:
- Discover the psychology behind the techniques; why they work, why they don't, and when to use them most effectively.
- Discover how to make the most of their natural selling style
- Learn how to read people instantly and accurately; recognizing wants, needs, motivators, buying signals and buying styles
- Learn how to adjust their selling style to meet the needs of their customers
- Discover which customer type responds to the "assumptive close", and which type will NEVER respond to it
- Develop methods for overcoming fear and call reluctance
- Learn WHY and WHEN traditional sales techniques work (and why and when they don't)
- and much more!
Through a series of profiles, interactive exercises, and actual on-the-job applications, participants learn and internalize skills that produce dramatic results. This workshop takes ordinary sales people to new heights of success and make superstars of the already effective ones.
GREAT CUSTOMER RELATIONS
Businesses fail every day because owners and managers fail to understand the EXTREME importance of good customer relations. Throughout business history, those managers and owners who have understood, taught and required a program of good customer relations have grown and prospered, while those who neglected it are either out of business or on their way out.
More and more, today's consumer is insisting on courteous service. If they don't get it, research shows they are quick to go elsewhere and they seldom give the offender another chance.
Since it costs 12 times more to get a customer than to keep one, no business can afford to neglect this vital skill set.
This program takes an in-depth look at :
- The how's and the why's of courtesy and relating well to customers of all types.
- The wants, needs, desires, fears, concerns and attitudes of today's customers and specific ways to address these without compromising one's own values and needs.
- How to sell up most effectively and in a way that the customer will actually appreciate.
- How to establish credibility and trust, use greetings that get positive customer response and take actions that produce sales.
Turn every employee into a goodwill ambassador with the skills to turn unhappy customers into long-term allies. Win new customers, increase sales, and keep customers coming back again and again. You'll even have customers doing your selling for you!
VERBAL AND NONVERBAL COMMUNICATION
READ ‘EM AND REAP
Subliminal researchers state that as much as 93% of all communications are nonverbal. The ability to understand and properly respond to this form of communication is key to connecting with other people successfully, yet very few people have developed these important skills and they are the least taught in the field of communications.
Studies done by Harvard, the University of California-Berkeley and IBM have placed the effective use of nonverbal communications as the primary factor in successful selling, persuading and negotiating.
You'll be amazed at how much people tell you about their wants, needs, thoughts, moods and more using this silent, but very precise, language. You'll be able to tell people so much about themselves that they will swear you can read minds!
This program is an in-depth course that teaches participants to read people almost instantly and with amazing accuracy.
Participants will be able to:
- Improve customer relations and inter-company relationships
- Manage others more effectively
- Persuade and negotiate with greater ease
- Read individual and cluster gestures correctly
- "Hear" what is NOT said and correctly decipher what IS
- Read buying (or buy-in) signals to close more sales and get more ideas implemented
- Develop rapport and build trust without saying a word
- Quickly calm angry customers by silently addressing their unconscious needs
- and MORE!
This dynamic workshop promises positive results! In fact, we guarantee you will be "reading" people better by the end of the first session or the session is FREE!
AAA COMMUNICATIONS (Anyone, Anywhere, Anytime)
In business, in life, and in relationships of all kinds, communicating well is vital to success. . . and we all know from experience that just being able to talk is not communicating.
Different personality types communicate differently; speak, hear and perceive differently; and focus on different things; so the potential for miscommunication is very high.
Overcome the communication handicap by first discovering your own communication style and then learning to recognize and effectively communicate with styles that are different from your own. With increased awareness and powerful communication skills, you will improve every interaction, every time.
MOTIVATION AND CONFLICT RESOLUTION
NEGOTIATION AND PERSUASION Powerful Skills for Moving People to Action
Learn skills that can open doors and get the results you want without making others feel pushed, prodded or manipulated against their better judgment.
Discover the tools and techniques used by the world's most effective persuaders and negotiators and learn to apply them for success with all types of people.
With these powerful skills you will:
- Improve outcomes in every area of your life
- Create win/win situations that foster long-term relationships
- Get more done through others without seeming "bossy"
- Get things done your way more often without sacrificing good-will or valuable relationships
- Make or save a lot of money by negotiating better deals
Negotiation and persuasion can improve transactions or relationships anywhere you want to see your plan put into place
You'll be amazed at how much more effective your dealings with people will be as a result of mastering these two invaluable skills.
DEALING WITH DIFFICULT PEOPLE
Difficult people in the workplace can cause tension, bottlenecks in work flow, missed deadlines, and ineffective teams. Some types sabotage the efforts of co-workers, spread vicious rumors and regularly offend co-workers, while others seek power at the expense of others and destroy morale without regard for the good of the company. In short, they rob your company of productivity and healthy bottom-line results.
When the difficult person is a customer or vendor their negative attitude can throw normally well-functioning employees into a tail spin.
This course is designed to help you identify the causes of difficult behaviors and deal with troublemakers more effectively. Learn how to handle the Bullies, the Anti-Socials, the Whiners and other difficult types in the most efficient and beneficial manner, and develop strategies for managing conflict without losing your cool.
The Ultimate Employee Effectiveness Program
Results of a study done recently by the National Employment Commission found poor interpersonal skills to be the number one cause of employee dismissal, and difficult inter-company relationships to be the number one cause of employee turnover, job dissatisfaction, absenteeism, decreased productivity and lawsuits brought against employers.
In light of those findings, the wisest investment a company can make is providing training to improve interpersonal skills and inter-company relationship skills company-wide.
For optimal results, there is no finer or more effective program than CORE Plus.
It is unconditionally guaranteed to make a positive, measurable, and lasting difference.
CORE Plus is a complete employee effectiveness program which results in genuine and measurable improvements in the way employees relate, communicate, solve problems, resolve differences, work within teams, follow instructions and function within the organization.
Everyone, from managers to mail-room clerks, can benefit greatly from this program.
CORE Plus is a six-part program built around the exceptional measuring instrument, the CORE Multidimensional Awareness Profile. It is presented in six segments (five 3 hour and one 6 hour - 21 hours total). Each segment is designed to build upon the previous ones so, at the end of the program, employees are well-trained and using the learned skills on a daily basis. The final segment focuses on experiencing and applying what was learned in the previous sessions.
Participants will gain a fuller understanding and appreciation of one another and learn valuable interpersonal, communication and conflict resolution skills. Throughout the training, employees are applying, practicing and learning to perfect their new skills in the workplace, where it counts.
Benefits include improved manager-employee relationships and results; improved peer relationships; greater awareness, understanding and appreciation of individual differences; better communication; less conflict; reduced stress; happier, more effective employees; improved customer service; improved selling and negotiation outcomes; greater productivity; reduced employee turnover; and an overall improvement in workplace dynamics.
The Six Sessions include:
- CORE MAP - Understanding Self and Others
- Communication - Verbal and Non-Verbal
- Functioning Fully in a Changing Environment
- Working Interdependently and as a Team - When, Where and How
- Resolving Conflict/Building Cooperation - Leadership and Negotiation Techniques for a Win/Win Working Environment
- Bringing Out the Best in Self and Others
