Influencing the customer

Participants will learn why they contact customers in the first place and analyze specific sales situations and their objectives.

Participants will test the effectiveness of different contact methods depending on the objective, stage of the process, and time cost. They will have the opportunity to practise phone conversations and writing emails to both existing and new clients—supported by simulation scenarios and worksheets for analysing email communication.
Following a mini-lecture on the research of N. Rackham and an introduction to transactional and consultative sales models, participants will develop a shared understanding of the concepts of progress and continuation. They will learn how to open meetings, agree on desired outcomes, and apply best practices in conducting sales meetings.
They will then begin working with worksheets designed to help them prepare for real-life conversations in their day-to-day work.

Knowledge

• key elements of contact
• the SMART model in client interactions
• the model of an effective telephone conversation
• model of an effective meeting
• the model of an effective email.
• client contracting
• the concepts of progress and continuation

Results

• Participants are aware of the importance of setting specific goals for each planned contact.
• Participants select the appropriate form of contact based on their objectives.
• Participants analyse the key elements of different forms of contact and their impact on effectiveness in client relationships.
• Participants develop the ability to effectively use three selected forms of contact: phone, email, and face-to-face meetings.
• Participants are familiar with basic influence techniques.