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Cross-cutting

Business Skills

Personal Development 85 hours

Introduction

In the world of sales and marketing, it is necessary to be aware of the sales processes of the product and/or service, the customer service in purchasing processes, sales and after-sales, information and training on products and/or services for sale, the sales techniques that enable the objectives to be met, as well as the customer loyalty. With this training initiative in Business Skills students will acquire the knowledge needed to develop sales skills and to learn about, analyse and engage with the customer habits and the sales process and techniques for ensure that it is closed.

Objectives

  • Acquire the knowledge needed to develop sales skills and to learn about, analyse and engage with the customer habits.

  • To know the sales techniques in order to successfully capitalise on the business opportunities that arise in the market.

  • Identify the types of customers and situations, and know how to adapt to them sales techniques on a case-by-case basis.

Table of Contents

TEACHING UNIT 1. COMMERCIAL PROACTIVITY.

  1. The importance of being proactive
  2. The ongoing effort
  3. Customer focus
  4. The image we project to the customer
  5. Resource planning and optimisation
  6. Rules for Being Proactive

TEACHING UNIT 2. TELEPHONE CUSTOMER SERVICE AND HANDLING.

  1. Customer Focus
  2. Business advisory process for clients
  3. Meeting customer needs
  4. Increase the value of existing customers
  5. Elements involved in communication
  6. Verbal expression
  7. Positive and negative language
  8. Intonation
  9. The joint
  10. Active listening
  11. Identifying needs
  12. Enquiries
  13. Handling of complaints

TEACHING UNIT 3. THE BUSINESS INTERVIEW.

  1. Preparing for a Sales Interview
  2. The Sales Interview and Communication
  3. Structure of the Communication
  4. Non-verbal communication
  5. Eye contact, gestures and body language, the voice
  6. Verbal Communication
  7. Greetings and introductions
  8. Identifying needs
  9. The questions
  10. Active listening and empathy
  11. The ability to connect emotionally with another person
  12. Communication skills as both senders and receivers
  13. Problems and barriers to effective communication

TEACHING UNIT 4. TURNING OPPORTUNITIES INTO NEEDS.

  1. The sales process and identifying opportunities
  2. Business advisory process for clients
  3. Meeting customer needs
  4. Increase the value of existing customers
  5. Cross-selling
  6. Benefits of cross-selling
  7. How to approach cross-selling
  8. Building trust

TEACHING UNIT 5. COMMERCIAL ARGUMENTATION.

  1. The features of the product or service
  2. The commercial benefits of the product or service
  3. The benefits of the product or service
  4. Sequence of the Sales Pitch: Opening
  5. Sequence of the Sales Pitch: Development
  6. Sequence of the Sales Pitch: Demonstration
  7. Structure of the Sales Pitch: Presenting the Benefits
  8. Argumentation: a framework to follow
  9. Some practical tips for business negotiation

TEACHING UNIT 6. HANDLING OBJECTIONS.

  1. Handling objections
  2. What should we do when a customer raises an objection?
  3. Types of objections and how to deal with them
  4. Techniques for handling objections
  5. Golden rules for handling objections

TEACHING UNIT 7. CLOSING A SALE.

  1. Activity
  2. The completion of the sale
  3. Stages in the sales closing process
  4. Signs to look out for when buying
  5. Some types of signals of interest
  6. Requirements for closing a sale
  7. Closing techniques

TEACHING UNIT 8. CUSTOMER LOYALTY AND RETENTION.

  1. The concept of customer loyalty
  2. Customer management
  3. Customer engagement
  4. Benefits of customer loyalty
  5. Factors influencing customer loyalty

TEACHING UNIT 9. EFFECTIVE CUSTOMER SERVICE.

  1. Customer focus
  2. Communication with the customer
  3. Listen to the customer
  4. The importance of image
  5. Avoiding a negative image
  6. Verbal expression
  7. Voice quality
  8. Non-verbal communication
  9. The office or premises, and the workstation
  10. How to treat our customers according to their attitude
  11. A customer who nods or remains silent
  12. The impulsive customer and the indecisive customer
  13. The customer who thinks highly of themselves and knows it all
  14. The meticulous and thorough client
  15. The difficult and controversial customer
  16. The chatty customer
  17. The distrustful and sceptical customer
  18. Handling of complaints and claims
  19. Final recommendations

TEACHING UNIT 10. COMMUNICATION AND NON-VERBAL LANGUAGE FOR SUCCESSFUL SALES.

  1. The sales process and communication
  2. Communication structure
  3. Preparing for the sale
  4. The sale
  5. Non-verbal communication
  6. The gaze
  7. Gestures and postures
  8. The voice
  9. Verbal communication: first impressions
  10. Guidelines for submission
  11. Identifying needs
  12. The questions
  13. Active listening
  14. Activity: "Active Listening"
  15. Empathy
  16. Emotional connection
  17. Skills as broadcasters
  18. Skills as receivers
  19. Communication barriers

TEACHING UNIT 11. EFFECTIVE TECHNIQUES FOR CLOSING SALES.

  1. The closing of the sale
  2. Stages in the sales closing process
  3. Signs to buy
  4. Some types of signals of interest
  5. Requirements for closing a sale
  6. Closing techniques (I)
  7. Let’s remember that…
  8. After closing time
  9. Activity
  10. The Sale Closing
  11. Sales follow-up

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