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Seminars
NEGOTIATION SKILLS FOR BUSINESS AND MANAGING DIFFICULT CUSTOMERS VIA WRITING, TELEPHONE AND FACE TO FACE
Duration - 5 days; Fee - $1585 Venue – London, Nigeria & Ghana
Contact us for dates and volume discount
Who is this seminar for?
If you have faced difficult customer situations in the past, or are likely to in the future, either face-to-face or on the telephone, you will find this course of benefit. This course is for anyone who want something from someone or organisation. This course will be suitable for sales managers, sales executives and purchasing managers looking to get the best deal. The course will provide useful information to sales professionals or persons who want to gain new business and develop existing accounts. The seminar will cover:
How to use negotiation to get what you want
What is it about
It’s about planning your negotiation to ensure success, eliminating threats, maximising your negotiating power and ultimately forming lasting agreements that make all parties happy
Course Overview
In this two-day workshop you will have the opportunity to have
your own negotiation skills assessed
• Explore the three main factors of successful negotiation: stages of negotiation, planning the negotiation, styles of influence
• Undertake short negotiation exercises and receive constructive feedback from the trainer
• Know when to push, and when to pull, depending on the circumstances
• Determine the variables and concessions for beneficial needs and currency analysis
• Use currencies to establish a higher base price
• Open the negotiation and set the right questions: how high? how firm? how soon?
• Understand the power balance: know each party’s inter-dependence on the other
• Master the 10-point planning guide
What do I get out of it?
• A definition of what negotiation is (and what it isn’t!)
• The ability to achieve win/win outcomes every time
• A strategy for successful negotiation based on careful planning
• Meaningful questioning techniques to gain an understanding of what the trade currency is
• Effective consolidated agreements will all clients and suppliers
2. MEETING WITH CUSTOMERS FACE TO FACE FOR SELLING
Develop rapport with clients and negotiate with confidence
What is it about?
This workshop teaches delegates practical skills in structuring and controlling a face-to-face sales meeting. The course offers helpful insights into rapport building, overcoming objections and making a memorable impact. It is a popular session of real value to those who regularly visit clients
Course Overview
• Prepare for the meeting
Research the meeting effectively
Understand the client’s organisation and its core values
• Structure the meeting
Learn the four-part structure that signposts the meeting and maximises selling opportunities
Uncover client needs through advanced questioning techniques and active listening
Develop rapport with your clients through non-verbal communication techniques
Use features and benefits to demonstrate your capability
Gain the maximum possible commitment to move the sales process forward
• Deal with resistance
Anticipate resistance and overcome objections to your product or service
Make clients more flexible in their expectations
Get your key selling points across so they are remembered will be sold on by your buyer internally
What do I get out of it?
• Achieved objectives from every sales meeting• Control of the discussion without resorting to aggression or pleading
• Confidence in face-to-face selling
• The formula to beat resistance and overcome all possible
Transform customers with unreasonable expectations into lifelong allies
What is it about
This course gives customer facing personnel the skills to react calmly and positively with difficult clients by giving them an understanding of the causes of difficult behaviour and the basic tools to diffuse it. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering in to arguments. The course teaches strategies for dealing with different types of behaviour so that delegates learn how to adapt their service style appropriately. The course is very practical with plenty of time for practice and interaction.
Course Overview
• The behaviour iceberg: know what’s happening above and below the surface in difficult situations
• Handle and diffuse verbal aggression and insults
• Keep yourself in peak emotional and professional condition to manage your responses professionally: engage the professional brain
• Understand and handle different types of difficult customers, including the arrogant, patronising or persistent
• Learn how to say ‘No’ when you can’t say ‘Yes’
• Manage the extremes: know when and how to deal with unacceptable behaviour
(The content of this course does not cover physical aggression or violence)
What do I get out of it?
• An understanding of what causes customers to be demanding or difficult
• The personal skills to stop taking things personally or becoming emotional
• Recognition of the best way to manage your responses, engaging “The Professional Brain”
• Strategies for handling different types of difficult customer
• Confidence to deal with unacceptable behaviour
