This session on overcoming objections focuses on handling the questions and concerns that customers have that makes them reluctant to buy. Objections are nothing to be worried about. They are a normal part of the sales process – people want to be sure that they are doing the right thing before they buy, so want…
This session on closing the sale focuses on how you can influence the customer to make a buying decision. Many people are afraid of ‘closing the sale’ because they feel it is about forcing customers into something that they don’t want. This is not true – closing the sale is simply about prompting the customer…
This session on making recommendations focuses on the part of the sale where you advise the customer, and recommend or demonstrate products and services that you feel are best for them, based on what you have found about their wants, needs and preferences. Making recommendations is not about taking a customer down a pre-determined route;…
This session on qualifying customers focuses on one of the most important aspects of selling: understanding the customer. Many people hate having to sell to other people and indeed they hate being sold. This is usually because the salesperson tries to force the customer through a process without really considering the customer. Good sales people…
This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively. In particular, by the end of the Power Hour attendees will be able to: Describe why people complain, and what they want when they complain Use…
This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and introduces a model for delivering quality service every time…