By the end of this course, you will be able to
Describe the customer's buying journey, what his expectations are, how to earn his satisfaction, and how to improve the service that you provide.
Recognize potential buying customers, how to deal with different personality types smoothly, as well as how to handle rejections in a professional way.
Differentiate between the rational vs emotional needs of people, how to use that knowledge to convince people to buy from you, and how to master closing techniques.
Course details
- 8 h 39 m/77 lessons
- Last updated: 20/10/2020
- Course completion certificate
Course Content
Introduction
Customers Recent Concerns 1
Customers Recent Concerns 2
The Customer Preparations
The Overall Model of Consumer Behaviour 1
The Overall Model of Consumer Behaviour 2
The Overall Model of Consumer Behaviour 3
The Overall Model of Consumer Behaviour 4
Introduction
Customers Recent Concerns 1
Customers Recent Concerns 2
The Customer Preparations
The Overall Model of Consumer Behaviour 1
The Overall Model of Consumer Behaviour 2
The Overall Model of Consumer Behaviour 3
The Overall Model of Consumer Behaviour 4
The Customer Expectations 1
Expectations VS Observed Performance
Motivation- Hygiene Theory
The Dual Factor Theory
The Customer Satisfaction 1
The Customer Satisfaction 2
Customer Journey
Sales Process in Customer Journey
A Customer Concentric Sales Process
The Corperate Image
Building a bridge
Personal Presentation
The First Impression
The Communication Model
Communication 1
Communication 2
The Comfort Zone
The Communication Barriers 1
The Communication Barriers 2
The Qualification 1
The Qualification 2
The Rational Vs Emotional Needs
The Qualification 3
The Qualification 4
Qualification Vs Outcome
The 6 Human Needs
Maslow's Hierarchy of Needs
Specific Needs and Buying Behavior
The Buying Attitude
Reasons People Don't Buy
The Importance Of Questioning
The Types of Questions
The Root and Branch
The 5 Levels Of Listening
The Definition of Selling
Why do we Sell?
The Presentation
The FFB Way 1
The FFB Way 2
Buyer Personality Types 1
Buyer Personality Types 2
The Learning Style
The Bloom's Taxonomy
The Representational System
Myers Briggs Type Indicator
Traits of Professional Presenter
Helpful Hints
Why do we do a Demonstration
Successful Sales Consultants
The Perfect Demonstration
Everett Rogers Diffusion of Innovations
Social Styles 1
Social Styles 2
Customer Responses
Six Prerequisites before Closing
Expressing No
Dealing with customer objections
The Agreement Balance
Quantify Costs and Values for each Variable
Typical Behaviors of different Styles
Motivation of Different Styles
Top 10 Closing Tips
The Six Levels Of Service
The 4 Categories of Value
The Cycle of Service Improvement
Up the Loyalty Ladder
Net Promoter Score
Overall CX Score
Summary
About this course
We all use selling techniques in our daily lives, whether with our friends, partners, colleagues, managers, or customers. That’s why effective selling is a skill we all need to succeed in our lives. After attending this course, you will transform your selling skills from a beginner into becoming a professional seller that attains their customers for life. You will be able to sell effectively without compromising any value or losing any customers.
Course requirements and prerequisites
Some basic knowledge of English would also be preferred to understand the terms used.
Mentor
Wael Bakhaty
Talent and Learning & Development Manager
12,298 Learners
4 Courses