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Business Skills

Cross-cutting
Digital Skills

Soft skills

Duration

85h

PRESENTATION

In the field of sales and marketing, it is necessary to know the sales processes of the product and/or service, the customer service in purchasing processes, Sales and After-Sales Service, information and training on products and/or services for sale, the sales techniques that enable us to meet our objectives, as well as the customer loyalty. With this training program in Business Skills Students will acquire the knowledge needed to develop sales skills and to learn about, analyze, and engage with the customer habits and the sales process and techniques for ensure that it is closed.

Objectives

  • Acquire knowledge for the development of sales skills and to learn about, analyze, and engage with the customer habits.

  • Learn about the sales techniques in order to successfully capitalize on business opportunities that arise in the market.

  • Identify the types of customers and situations and know how to adapt to them sales techniques on a case-by-case basis.

Syllabus

TEACHING UNIT 1. BUSINESS PROACTIVITY.

  1. The Importance of Being Proactive
  2. The Ongoing Effort
  3. Customer Focus
  4. The image we project to our customers
  5. Resource Planning and Optimization
  6. Rules for Being Proactive

TEACHING UNIT 2. CUSTOMER SERVICE AND HANDLING CUSTOMER CALLS.

  1. Customer Focus
  2. Business Consulting Process for Clients
  3. Meeting Customer Needs
  4. Increase the value of existing customers
  5. Elements Involved in Communication
  6. Verbal Expression
  7. Positive and Negative Language
  8. Intonation
  9. The joint
  10. Active Listening
  11. Identify needs
  12. Inquiries
  13. Claims Processing

TEACHING UNIT 3. THE BUSINESS INTERVIEW.

  1. Preparing for a Sales Interview
  2. The Sales Interview and Communication
  3. Communication Structure
  4. Nonverbal Communication
  5. Eye contact, gestures and body language, the voice
  6. Verbal Communication
  7. Greetings and Introductions
  8. Identifying Needs
  9. The Questions
  10. Active Listening and Empathy
  11. The ability to connect emotionally with another person
  12. Business Skills as Senders and Receivers of Communication
  13. Problems and Barriers to Effective Communication

TEACHING UNIT 4. TURNING OPPORTUNITIES INTO NEEDS.

  1. The Sales Process and Identifying Opportunities
  2. Business Consulting Process for Clients
  3. Meeting Customer Needs
  4. Increase the value of existing customers
  5. Cross-selling
  6. Benefits of Cross-Selling
  7. How to Approach Cross-Selling
  8. Building Trust

TEACHING UNIT 5. BUSINESS ARGUMENTATION.

  1. The features of the product or service
  2. The business benefits of the product or service
  3. The Benefits of the Product or Service
  4. Sequence of the Sales Pitch: Opening
  5. Sequence of a Sales Pitch: Development
  6. Sequence of the Sales Pitch: Demonstration
  7. Sales Pitch Sequence: Presenting the Benefits
  8. Argumentation: An Outline to Follow
  9. Some Practical Recommendations for Business Persuasion

TEACHING UNIT 6. HANDLING OBJECTIONS.

  1. Handling Objections
  2. What Should We Do When a Customer Raises an Objection?
  3. Types of Objections and Ways to Address Them
  4. Techniques for Handling Objections
  5. Golden Rules for Handling Objections

TEACHING UNIT 7. CLOSING A SALE.

  1. Activity
  2. The Closing of the Sale
  3. Stages in the Sales Closing Process
  4. Signs to Buy
  5. Some Types of Signals of Interest
  6. Requirements for Closing a Sale
  7. Closing Techniques

TEACHING UNIT 8. CUSTOMER LOYALTY AND FOLLOW-UP.

  1. The Concept of Customer Loyalty
  2. Customer Management
  3. Customer Engagement
  4. Benefits of Customer Loyalty Programs
  5. Customer Loyalty Factors

TEACHING UNIT 9. EFFECTIVE CUSTOMER SERVICE.

  1. Customer Focus
  2. Communication with the customer
  3. Listen to the customer
  4. The Importance of Image
  5. Avoiding a Negative Image
  6. Verbal Expression
  7. Voice Quality
  8. Nonverbal Communication
  9. The office or facility, and the workstation
  10. How to Treat Our Customers Based on Their Attitude
  11. The customer who nods or remains silent
  12. The Impulsive Customer and the Indecisive Customer
  13. The customer who thinks highly of himself and knows it all
  14. The Rigorous and Meticulous Client
  15. The Rude and Controversial Customer
  16. The Chatty Customer
  17. The Distrustful and Skeptical Customer
  18. Handling of Complaints and Claims
  19. Final Recommendations

TEACHING UNIT 10. COMMUNICATION AND NONVERBAL LANGUAGE FOR SUCCESSFUL SALES.

  1. The Sales Process and Communication
  2. Communication Structure
  3. Preparing for the Sale
  4. The Sale
  5. Nonverbal Communication
  6. The Gaze
  7. Gestures and Postures
  8. The Voice
  9. Verbal Communication: First Impressions
  10. Presentation Guidelines
  11. Identifying Needs
  12. The Questions
  13. Active Listening
  14. «Active Listening» Activity»
  15. Empathy
  16. Emotional Harmony
  17. Skills as transmitters
  18. Skills as receivers
  19. Communication Barriers

TEACHING UNIT 11. EFFECTIVE TECHNIQUES FOR CLOSING SALES.

  1. The Sales Closing
  2. Stages in the Sales Closing Process
  3. Buy Signals
  4. Some Types of Signals of Interest
  5. Requirements for Closing a Sale
  6. Closing Techniques (I)
  7. Let's remember that…
  8. After closing time
  9. Activity
  10. The Sale Closing
  11. Sales Follow-up
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+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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