No one likes a sales pitch. When salespeople are too focused on selling, important information is often missed, resistance increases and trust is lost. While salespeople talk about products, trusted partners identify the problem and offer solutions. Every interaction is an opportunity to learn your customers’ needs and add value.

In this workshop, participants learn to align their interests with their customer’s and conduct professional sales conversations that include listening both to what is said and not said. The 3 primary causes of customer pushback are demonstrated with solutions for overcoming each in a way that benefits all concerned. In this way, sales occur as the natural result of high-trust relationships and satisfying real needs.

You will learn how to:

• Position yourself as a trusted partner, rather than a salesperson.
• “Sell me this pen.” Asking the right questions in the right way.
• Listen to what is not being said. How to detect unconscious needs.
• Source new customers and upsell to existing ones.
• Manage pushback gracefully and effectively.

In all customer interactions, communication skills are essential. Whether it’s I.T., R&D or Support, to some degree, everyone is a salesperson. But no one likes a sales pitch. Customers want to be understood. They want to feel safe. And they want service providers to know what they expect and value most. Sales, at its core, is about solving problems and serving needs. 

In this workshop, participants learn to comfortably engage customers in conversation, ask professional questions and listen more attentively to what is said (and not said) in order to identify and close sales opportunities and create high-trust relationships. Also covered is how to avoid unnecessary misunderstandings and conflict, as well as how to manage pushback professionally. The result is greater trust, cooperation and respect, the essential ingredients for customers to buy from us and keep coming back.

You will learn how to:

• Become more confident and competent in managing client engagements.
• Conduct a question-based dialog that makes clients want to buy from you.
• Describe your solution in terms that are most relevant to the customer.
• Build rapport using our 5C’s behavior model.
• Manage conflict constructively and set clear professional boundaries.