Sales Negotiations Part 1

Turning Objection into Opportunity during a Sales Call

Duration: 22.0

In a sales environment where customers are well informed, deeply networked, and technically savvy, sales professionals need to arrive fully prepared to deal with educated buyers and any challenges they present. To address the challenges of this new breed of customer, you need to welcome questions, objections, and resistance factors, see them for what they are – opportunities – and be prepared with the skills to capitalize on them. This course is designed to help you prepare for objections that may occur during your sales interactions and use techniques for handling questions, objections, and resistance.

recognize how to respond to psychological reasons behind a customer’s resistance
distinguish between questions, objections, and resistance
identify tips for responding to objections with empathy and understanding
identify effective listening and questioning methods to manage customer objections
identify strategies for handling price-based objections
identify techniques for keeping the sales process moving forward despite objections

Negotiating Well and Going for the Close

Duration: 22.0

Effective negotiating and closing during the sales process should result in securing agreements. With an agreement in place, followed by a smooth implementation, your customer is happier, follow-on sales are more likely, and you, your company, and your customer achieve success. In this course, you will learn the ins and outs of negotiation, including the steps in the negotiation process, the proper mindset to have, how to overcome challenges, and the right negotiation skills to use. You will also learn what it takes to bring your sale to a successful close.

recognize how to reframe a negative mindset towards the act of negotiation
identify approaches that allow a sales professional to meet negotiation challenges
match activities to the corresponding steps of the negotiation process
recognize skills to apply when faced with negotiation challenges
differentiate between types of negotiation styles
identify skills that make closing a sale efficient and effective

Communicating Effectively with Customers

Duration: 30.0

Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to communicate effectively, the customer service representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

distinguish between techniques for meeting a customer's psychological and business needs
match techniques for understanding customers' emotions with their descriptions
identify the strategies used to build rapport with customers
identify the strategies for adapting to a customer's competency level
recognize how to relate to the different communication styles
sequence the stages of the call-flow process
recognize best practices for writing professional e-mails and reports
apply effective communication skills when dealing with customers