Course objectives:
▪ Participants will learn the basic principles of effective communication and customer relations in sales▪ Develop sales process management skills, including the use of Sales Funnel and consultative sales▪ Be able to correctly identify customer needs and effectively convey the Value Proposition▪ Master techniques for managing objections and communicating in difficult situations▪ Improve negotiation skills using the Win-Win approach and BATNA/ZOPA models▪ Develop practical sales skills through Role-Play and simulation of real situations▪ Learn to effectively use feedback and maintain long-term relationships with customers▪ Become familiar with modern digital sales channels and techniques using social media▪ Strengthen emotional intelligence and stress management skills in the sales process▪ Be able to put theoretical knowledge into practice in real sales situations
Detailed course content:
1. Effective communication and customer relations in sales
• Principles of professional communication, active listening, and the right questioning techniques
• Easily convey complex information, adapt communication to different types of clients
• Verbal and non-verbal communication, specifics of online and offline communication
• Customer relationship management, service process
2. Long-term sales cycle and its management
• SALES FUNNEL
• Consultative sales: "Scanning" the client's needs.
• Value Proposition: How to translate product features into customer benefits.
• The importance of a relationship based on trust
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3. Objection Handling
• "Defuse" complaints related to price, deadlines and quality.
4. Practical Workshop (Role-Play)
• Real sales simulation and immediate feedback
• Work on sales skills and emotion management
6. The art of negotiation in sales
• Preparing for negotiations
• Interest-based negotiation - Win-Win approach
• Handling difficult questions and objections
• BATNA and ZOPA: Defining the boundaries of negotiation.
• Balancing position and emotion in negotiations
7. Feedback and relationship management
• Giving and receiving feedback, the importance of follow-up communication
• Maintaining customer relationships after sales
8. Basics of Digital and Online Sales
• Online user behavior and decision-making process
• The role of social networks in sales
• Sales via Facebook, Instagram and LinkedIn
• Messenger and chat sales techniques, online communication etiquette and user experience
9. Emotional intelligence and stress management
• The role of emotional intelligence in managing negotiations
10. Practical workshop
A certificate will be issued at the end of the course.
