The sale It is a constantly evolving sector, and salespeople are no strangers to this. In an increasingly competitive market, mastery of the sales techniques it is not enough to be a a good salesperson. It is necessary understanding the customer’s needs y connect with him so that the sale goes through. With this training programme in Customer Communication Skills for Sales Staff you will be able to find your feet in the sector and master the communication techniques necessary to maintain a effective relationship during the sales process, managing the sales techniques they should use on it. As well as identifying the best qualities of a salesperson, as well as customers’ needs.
Cross-cutting
Communication
35 hours
Customer Communication Skills for Sales Staff
Communication
35 hours
Introduction
Objectives
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Mastering the communication techniques necessary to maintain an effective relationship throughout the sales process, whilst applying the sales techniques required for this.
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Identify the best qualities of a salesperson, as well as customers’ needs.
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To find out what the stages of the sales process.
Table of Contents
TEACHING UNIT 1. THE CONCEPT OF SALES AND BUSINESS COMMUNICATION
- Business-to-business sales as a marketing activity
- Sales as a process
- The team and the sales director
- Interpersonal communication
- Corporate external communications
TEACHING UNIT 2. IDENTIFYING THE CLIENT’S NEEDS (I)
- Factors influencing consumer behaviour
- Customer needs
- Types of customers
- Social influences on customer behaviour
- Consumer perceptions
- Reasons for buying
TEACHING UNIT 3. IDENTIFYING THE CLIENT’S NEEDS (II)
- The customer in the mass market
- Motivations for business-to-business purchasing
- Identifying product requirements
- The seller’s offer of the product
TEACHING UNIT 4. THE QUALITIES OF A SALESMAN
- The salesperson as a communicator
- Strategies for developing salespeople
- Active listening for salespeople
- The salesperson’s profile: personal, mental, intellectual and psychological qualities
- Sales skills
- Basic and advanced training for sales staff
- Self-assessment and self-monitoring
- Techniques for building self-confidence
TEACHING UNIT 5. BUSINESS COMMUNICATION AND THE SALES PROCESS
- The concept of sales and business communication
- Identifying the customer’s needs
- The qualities of a salesperson
- Stages in the sales process
- Sales follow-up
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