Description

Given the growing level of customer demands, communicating well is an essential point for a successful sale. This course will teach you how to properly identify the customer profile as well as how to improve your performance by implementing good communication practices.

Who is this training for ?

For whom ?

Point of sale salesperson, employees of small, medium or large stores, after-sales service employees, merchants, staff in contact with customers.

Prerequisites

Training objectives

Revitalize and exploit your relational potential

Improve your commercial performance

Know and use communication techniques

Satisfy customer requirements

Adopt the correct posture during difficult situations

Training program

• Seller: convey the brand image
  • - Remember the missions and role of the salesperson.
  • - Identify the capacities and skills required for selling.
  • - Know the company's commercial policy.
  • - Adapt your attitude and behavior to the company's values.
  • - Retain customer loyalty: the cost of lost customers.
  • - The notion of customer service according to the Kano principle.
• Master communication techniques
  • - Identify the obstacles to interpersonal communication.
  • - Know nonverbal communication.
  • - Identify the phenomena linked to perception.
  • - Practice active listening.
  • - Understanding NLP: synchronization.
  • - Knowing your brain preferences.
• Express yourself to generate interest
  • - Identify the frame of reference and its impact on communication.
  • - Express oneself visually: outfit, attitude, behavior.
  • - Express oneself simply and clearly verbal level.
  • - Be precise and avoid erroneous interpretations.
  • - Use questioning appropriately.
  • - Use positive words and terms for sales.
  • - Practice oral communication: tone of voice, tone.
  • - Use key words and phrases at appropriate times.
• Managing difficult situations
  • - Identify the types of customers and their behavior.
  • - Know your usual attitude in a face-to-face situation according to PORTER.
  • - Deal effectively with customer complaints and dissatisfaction .
  • - Define what a difficult customer is and channel aggression.
  • - Know how to assert yourself and adopt assertive behavior.
  • - Manage your emotions by public.
  • - Understanding stress and stage fright.
• Reflection and Personal Action Plan for progress

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