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Read moreThis course tackles the four key areas which have the most impact on attracting and retaining customers or supporters and gaining maximum value from them. Â
You will be challenged to reappraise your existing activities and procedures and take a holistic view of the customer experience, its commercial value and areas for personal and team improvement.Â
Who is this course for?Â
Those involved in customer relationships including managers, account managers, sales executives, project leaders and anyone delivering part of the customer experience. The course is suitable for those who work in commercial, charitable and not-for-profit sectors.Â
You will discover:Â
- How to ensure customers get value and feel valued.Â
- How to use communication methods that influence behaviour.Â
- Advanced questioning techniques to ask more meaningful questions.Â
- How to develop a deep, professional rapport.Â
- Methods to overcome objections, including price, early in the process.Â
What will delegates be able to do differently?
- Use and communicate processes that generate results.
- 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.
Download the full course schedule here.
Joining this management course
Joining this course is easy: just call us on 0800 619 1230 now or complete the form above.
Book Now| Course | Location | Venue | Date | Availability | On Tour | Trainer | Price | No. Days | Level | Booking Options | More | |
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| Course | Location | Venue | Date | Availability | On Tour | Trainer | Price | No. Days | Level | Booking Options | More |
There is one option for certification available with this course
Process, Questions, Objections and Value can be completed as a standalone course, or as part of the following awards and certificate programs.
Learn more about the Certificate of Learning and ILM Awards
Option 1
The Level 3 Certificate of Learning in the Professional Sales Environment
The Certificate of Learning is made up of four modules – all of which are lively, challenging one-day courses with limited numbers of delegates.
Process, Questions, Objections and Value is the core module with all delegates being able to choose the optional courses that give them the best returns in their roles.
Book multiple places across many courses
Buy multiple training days on account at discounted prices
Call us on 0800 619 1230 to find out more
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What we do
Everything we do is about encouraging managers, leaders and key team members to consider the power and agency they have to deliver at the highest level.
We’re chosen repeatedly by many of the UK’s leading employers.
Our Customers
We’ve delivered results for over 9,000 businesses, public-sector organisations and non-profits. See some of them.
Case study
Ocado
Ocado partners with Impellus to deliver consistent, high-quality management training across its rapidly growing business.
Continue readingCustomer testimonial
I was slightly skeptical about the online learning side of things, but it worked well, especially with the breakout rooms. Having a wide range of different courses to suit individual needs is also a great idea.
I found the Effective Communication Skills course helpful, it opened my eyes to how even body language can be a form of communication that may come across as negative. It has shown me I need to be more aware of how I come across to others when communicating with them.
The courses that led to my Certificate of Learning have incredibly improved my awareness when I communicate with colleagues. I am now in control of what I want to deliver, and I have the tools to do it effectively.
I found the course extremely useful and loved the psychology behind the different types of communication. I have been able to take this information back to my workplace and use the techniques to improve communication between myself and my team.
Mel really helped provide insight and offered points of difference that can help me in a professional setting. I enjoyed learning more about the ways body language and tone can have an impact. The eye accessing cues were also really interesting.
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