Mastering the Art of Selling: The People, their Emotions and the Process
How to get your sales people to increase their Emotional Intelligence, Technical knowledge and Skills and so that they can successfully maximize their potential, close sales and drive loyalty.
Why should customers buy from you?
What makes you different?
Over the last decade, customers have become more informed, their thinking has become more analytical and many feel confident making their own decisions about what to buy. There are, however, many things that salespeople can do to improve the experience for the customer, strengthen relationships and increase loyalty.
The more knowledge you have about how customers make decisions and the selling process, the more successful you will be.
Customers are always looking for something that will be of value to them and this comes in the form of your product/service your company offers, the process that the customer has to go through and YOU, the individual.
Many salespeople, however, do not reach their full potential and in effect can threaten a company’s revenue and growth.
A few key factors often get in the way of successful sales interactions, and emotional intelligence is central to addressing them. First, without understanding the customer’s buying journey, it’s difficult to connect meaningfully. Emotional intelligence allows a salesperson to tune into the customer’s perspective, clarifying their true needs rather than relying on assumptions. Talking too much about features rather than benefits also misses the mark emotionally—customers need to feel how the product or service can impact their life or business, not just hear about what it does.
These challenges can be addressed!!
In this highly interactive and powerful program, participants will increase their effectiveness, professionalism and skill level by learning the guidelines and principles that many companies take for granted. This will ensure that they create value for their customers, improve the overall customer experience and differentiate themselves.
WHAT YOU WILL LEARN
By the end of this program, participants will be able to:
- Build a higher level of self-awareness and self-management
- Define and adapt to the differences between people in an effort to manage relationships
- Improve success rates by enhancing the customer experience
- Build better relationships with customers and create more loyalty through a thorough understanding of the buying and selling process
- Differentiate themselves from their competitors by communication of a concise value proposition
- Establish and maintain confidence and emotional control throughout the selling process
- Develop a high level of verbal and mental agility
- Influence the way customers view the product and/or service and YOU in both the short and long term
AREAS OF FOCUS
KNOWLEDGE
- The value of the customer experience
- Knowing who you are
- Innovation: Is it enough?
- Increasing your productivity (Goals, time, belief and commitment)
PEOPLE SKILLS
- Knowing the importance of perception and the perception process
- Creating rapport and building trust
- Active listening and questioning
- Managing conflict
- Assertiveness
SELLING SKILLS
- Defining the customer’s decision cycle
- Approach
- Needs Identification (customers’ needs and your capability)
- Presenting the Product/Service (The Value Proposition)
- Knowing the Competition
- Passing the “So What” test
- Handling objections
- Closing
- Implementation/Follow-Up
WHAT PEOPLE ARE SAYING!
Excellent and applicable material. The facilitator was very knowledgeable and experienced. He was able to engage the team easily. He put team members at ease while taking them out of their comfort zones. This is a very effective course as the impact on the team’s confidence is already noticeable. Hoping for some follow-up sessions to measure growth and direction.”
The facilitator was also very accommodating on unrelated matters. This was greatly appreciated.”
Alliya Hosein
Business Development Manager
Process Management Ltd.
“I personally think the training was very effective. The presenting skills section was excellent and I can attest to that as I never lost interest. I was fully engaged at all times which is not very common for me. The content was very applicable to our day-to-day communication with customers.
What was very interesting to me was the different communication styles and how we need to adjust to them during communication. The SPIN technique is also one skill that I intend on practicing.”
Dania Pariag
Applications Engineer
Process Management Ltd.
“Very informative, useful information that would apply to my day-to-day functions. Tony is very experienced and knowledgeable. He explains and breaks down information into a simple way. Loved the whole psychology aspect of the training.”
Rochelle Purcell
Loans Officer
Venture Credit Union
The session today was excellent. It expanded on what was shared previously, It brought more clarity to the sales process and the exercises were practical and relevant. What resonated with me most was the communication styles. It was good to know my own style and surprised how easy it is to recognize traits in others.”
Rae-Anne Moore-Agard
Business Development Officer
Venture Credit Union
“I thought the training was very informative and interactive. The facilitator was extremely knowledgeable about the material and transferred the information in an understandable manner. The part of the training that resonated the most was the communication styles and finding out more about the type of person that I am.”
Lesel Toussaint
Member Service Representative
Venture Credit Union
“Tony engaged everyone and ensured that we understood all the tools we require to increase the level of member service at Venture. I intend to capitalize on the benefits of the SPIN technique as well as understanding the value of our products and services.”
Shelly Ann Frank
Loans Officer
Venture Credit Union
“Quite clinical/sharp examination of what powers the individual into action.”
Genevieve Sydial, Jamaica
Medical Rep
Abbott Nutrition International
“Tony is an enthusiastic and very engaging presenter that kept us alert and participating. It was an amazing experience.”
Nekeisha Campbell, Jamaica
Medical Rep
Glenmark Pharmaceuticals
