Business English - Management Training - Seminare - Coaching

Sales and Customer Care

Key Factor Emotional Intelligence

Seminars: 09/10 July 2020 | 15/16 Oct 2020

Due to the current Corona situation we are conducting seminars ONLINE. Seminars with only ONE registered participant and Coaching (which is always 1-1) can take place on our premises or online, the choice is yours...

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