Influencing the customer

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

They will test the effectiveness of different contact methods depending on the goal, stage of the work, or cost of time. They will have a chance to practice phone calls and writing e-mails to current and new clients – simulation scenes and worksheets for analyzing e-mail messages will help them. After a mini-lecture on N. Rackham’s research, and learning about the models of transactional and consultative selling, participants will develop a common definition of the concepts of progress and follow-up. They will learn ways to open meetings, contract for the outcome of the meeting, and practices for conducting sales meetings. They will then begin working on worksheets that will help them prepare for real conversations in their daily work.

Knowledge

• key elements of contact
• the SMART model of customer contact
• effective telephone conversation model
• effective meeting model
• effective email model
• customer contracting
• the concept of progress and follow-up

Results

• participants are aware of the role of setting specific goals for each planned contact,
• the participants make a proper selection of the form of contact according to the set goals,
• participants analyse important elements of particular forms of contact and their influence on effectiveness in relations with a client
• participants develop skills of effective use of three selected forms of contact: phone, e-mail, meeting,
• participants know the basic techniques of exerting influence.