Advanced Sales Communication Techniques: Part Two

Overview/Description
 People buy from people! Developing a customer-focused approach is a smart move for any salesperson to make. In many sales situations, the final factor in closing the deal is the quality of the relationship that has developed between customer and salesperson. Consider the times you have been successful in sales interviews, and when you have not. Wouldn't it be great to create those winning relationships every time? How much more successful could you be? An understanding of customer behavior and how your own behavior affects customer relationships is the key to this success. Through a series of activities you will become aware of the non-verbal behavior displayed by your customers. You will recognize the importance of matching your communication style to theirs, enabling you to develop winning sales relationships. Analyzing right and left brain thinking will help you to understand more about your customers and how to improve communication with them. On completion of this course you will be able to develop a customer-focused approach to selling, giving you the winning edge over your competitors and significantly improving your sales results.

Target Audience
 Experienced and newly-appointed sales managers and sales people with an understanding of the sales process and basic selling skills.

Expected Duration
4.0 hours

Lesson Objectives:

Observing Customer Behavior

  • recognize the value of understanding customers' non-verbal behavior.
  • define the term "eye-accessing cues."
  • associate appropriate behavior to respond to the eye-accessing cues of the customer.
  • choose responses to facial expressions to ensure that effective communication continues throughout the sales appointment.
  • choose the appropriate body language to build and enhance rapport with the customer.

    • Developing Relationships

  • identify the benefits of understanding more about how customers think.
  • identify the value of recognizing the difference between right brain and left brain thinking.
  • select the appropriate methodology to use to connect with the customer.
  • identify the meaning of the term "basic mental attitudes."
  • differentiate between the behavior shown in customers with different basic mental attitudes.
  • select appropriate behavior in response to customer actions.

    • Matching Customer Behavior to Excel in Sales

  • recognize the value of matching customer behavior during the sales appointment.
  • differentiate between the characteristics displayed by four different styles of customer.
  • select appropriate behavior to match the controller's style.
  • select appropriate behavior to match the defender's style.
  • select appropriate behavior to match the carer's style.
  • select appropriate behavior to match the professional's style.

    • Course Number: SALE0214