Winning new business and managing customer relationships (Virtual Training)
Part 1 – Understanding the your business, marketplace and customers
Scratching your head over what to do in this very different environment? Not sure what customers want now, what you should focus on and how you’re going to reach out to customers (maintaining the high standards you always have)? After participating in this highly interactive, fun and challenging virtual session, you will learn:
- Techniques to understand your business and identify potential opportunities – SWOT, PESTLE, Boston Matrix and Product Life Cycle
- How to implement new market and product development and diversification, and identify which are the best areas to pursue
- Key questions for us to think about our customers
- What customer service is, and why is customer satisfaction and retention is important
- What customers want and need, and how can you meet and exceed their expectations
- How to map the customer journey and identify ‘touch points’
- Relationship Management – virtual activities that we can undertake to maintain customer relationships, and how to develop a contact schedule to keep in touch
Part 2 – Managing a sales call and video conference meeting
In the short term, you will be doing more and more over the phone and via video conference. It’s important in these sales calls that you build rapport and put the client at ease, ask the right questions to understand what they want, put together a persuasive proposition, handle objections and close the sale. After participating in this highly interactive, fun and challenging virtual session, you will learn to:
- Make introductions and scope the purpose of the meeting
- Build rapport to put clients at ease and develop working relationships
- Avoid sellers’ traps that result in unsuccessful meetings and don’t help progress the sale
- Ask questions to uncover ‘background’, ‘problems’ and ‘wants’. Help customers to understand the extent of the problem, and the impact on processes, other departments, processes, plans and budgets
- Develop deep listening skills listening (including what is not being said) and accurate note-taking
- Develop a process to create unique benefit statements to motivate customers to buy
- Understand how people make decisions and how we can influence the decision making criteria
- Resolve concerns and uncertainties
- Understand the different types of objections and how to pivot them to your advantage
- Techniques to close a sale and progress to implementation
Part 3 – The Emotional Intelligence sales person
People buy from people, so it’s important we understand ourselves, understand others and understand the impact we can have on others. In this highly interactive, fun and challenging session, you will identify how to increase their emotional intelligence – self awareness, self regulation, internal motivation, empathy and social skills.
- Administration of an extract of the Myers-Briggs psychometric profiling tool to identify behavioural preferences (in the Extroversion and Introversion dimension) that help you become a successful sales person
- Understand how your customers might perceive you and what we should start, stop and continue doing
Self-regulation and internal motivation
- Develop skills to understand, control and manage your emotions in pressurised environments. These include removing negative thought, changing your state, when to seek help, handling criticism, adding variety and taking breaks.
- Understand your motivational anchors and develop opportunities aligned to what makes you ‘tick’
Empathy and social skills
- The importance of “putting yourself in the customer’s shoes”. Build empathy skills so you can see the world from the customer’s perspective. What can we learn about ourselves and the customer?
- Understand customer types and when and how to adapt a working style to get the best out of different people and sales situations
The session includes virtual discussions, polls and breakout rooms; psychometric and behavioural tests; online handouts, personal action plans to record what you are going to do different; online quiz to test how much you have learned; and further reading material who want to learn some more.