Sales and Customer Care

Key Factor Emotional Intelligence

Most people who chose to work in sales or customer care do this because of one particular reason: They really like dealing with other people. This willingness is a great pre-requisite for being successful, but at least equally important is the ability to deal with other people. The salesperson-customer relationship is for several reasons a delicate one and requires awareness, adaptation and authenticity on the part of the salesperson (AAA). These are core skills of emotionally intelligent people and can be trained and further developed in this workshop.

Seminar Contents (2 days):

• Basics – Experiences, characteristics of successful sales people, pre-requisites for success in sales and customer care (AAA)
• Emotional Intelligence – Concept by Goleman, self-assessment, 'winner' and 'loser' attitudes, recognizing self-development potential
• Planning Success – Becoming proactive, principles of self organization, planning, prioritizing, following up, Covey's 7 habits
• Preparation of Customer Meetings – Researching information, adapting to the customer needs, awareness of language, social contexts and culture, adapting a positive attitude, being focussed
• Opening Phase of Customer Meetings – Creating a positive atmosphere, bonding, empathy, recognizing emotions, reading non-verbal messages
• Customer Meeting – Communication and presentation skills, dialogue and blockades to dialogues, recognizing resistance, dealing with interjections, dealing with complaints, reaching agreement
• Following Up – Summarizing, informing, keeping to promises, delivery
• Self-Motivation – Self reinforcement, assessing success and dealing with failure

Trainer: Beatrix Stahlberger (Psychologist / Coach)

Language: English

Number of participants: 1-6

Fee per Person: 890.- € (+ 19% VAT)

In-Company Training:
Up to 12 participants 1550.-€ (+19% V.A.T.) per day (German or English)