Relationship Management
Pre-course activity
Prior to attending this course it is advised that you reflect on two of your customer relationships that you feel have encountered challenges – think about what went well during the relationship and what didn’t work so well. These challenges will be discussed during the course.
Value Added Sales Models
- The differences between consultation and other sales approaches
- What motivates customers to buy?
- The skills required for success - your strengths and weaknesses
Delivering Targets
- Reviewing your objectives and targets as part of the sales cycle
- You are the expert and solution provider - does your customer realise this?
- Maximising your value to the customer - focus on objectives
- Making customers want to involve you in their decision -making processes
Building Rapport with Customers
- The importance of personal presentation, body language and personality
- Assessing the customer's style and behaviour
- Building a network of contacts within the customer organisation
Analyse the Situation
- Researching the scope and strength of the competition
- Differentiating your products and service from your competitors'
- Competitors' sales strategies - strengths and weaknesses
- Analysing your fears, objections and doubts
- Design solutions with the options and flexibility
- Blend products, sales process and people together
Communication and Relationship Building
- Using questioning and listening techniques to establish real needs
- Probing to gain a more in-depth understanding of your customer's needs
- Creating commitment by linking benefits to the client's needs
- Presenting your proposal using persuasion and influencing skills
