Process, Questions, Objections and Value

Who is this training course for?

Those involved in customer relationships including managers, account managers, sales executives, project leaders and customer service professionals. The course is suitable for those who work in commercial, charitable and not-for-profit sectors. 

The course allows delegates to consider how the customer value chain can be made more efficient and effective.

What does it cover?

• How to consider how your customers get value and feel they are getting value. 
• How to use communication methods that influence behaviour. 
• Advanced questioning techniques to ask more meaningful questions. 
• How to develop a rapport at the level you determine.
• Methods to overcome objections, including price, early in the process. 

What will delegates be able to do differently?

• Use and communicate processes that generate results - both internally and externally.
• Use influential communication techniques that nudge behaviour.
• Qualify customer requirements either at point of sale or throughout the client journey.
• Ask superior questions that open up customer requirements and even problems that you can handle.
• Plan for objections and deal with them professionally.
• Understand and apply the Value Model.

The course can be delivered using open courses for managers and senior personnel, and can also be delivered in-house where it provides an excellent forum for a sales and customer service teams to learn, share experiences and define best practice.