Sales and Customer Care

Key Factor Emotional Intelligence

Most people who choose to work in sales or customer care do this because of a particular reason: They like interacting with people. High motivation is an excellent prerequisite for success, but equally important is the ability to deal with people. The salesperson-customer relationship is delicate for several reasons and requires the salesperson's awareness, adjustment and authenticity (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 salespeople, prerequisites 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, adopting 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 an 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.- € (+ VAT)

In-Company Training (also online):
Up to 12 participants 1,550.-€ (+ VAT) per day (German or English)