Program Description
The critical element of all negotiations is to establish a positive working relationship. TWB’s Negotiations and Sales Program imparts advanced negotiation skills that increase the level of trust and credibility that are established with the customer, resulting in a positive relationship, the natural progression of which is a higher sales turnover.
The training covers the following:
- Introduction – Program objectives, structure, approach, common Problems
- Know your product/service – Guidelines on how to ramp up on product knowledge of the competition
- Service Excellence – understanding customer needs, meeting customer expectations and impressing customers
- Qualities of a customer-service professional – establishing the criteria for competence, knowledge and attitude
- Fundamentals of Customer Service – Greeting your customer, customer importance, telephonic etiquette and troubleshooting
- Qualifying the customer – Questioning/Probing to discover the customer’s real needs and aspirations
- Showcasing your product – facilitating customer involvement
- Complaints – handling customer complaints
- Closing techniques
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