Training programs
Emotional selling
A two days training that will focus on the emotional aspect of selling, through awareness sessions, psychological insights and hands on exercises.
At the end of the training the participants will be better at mastering their own positive emotions, relate better with their customers and display more empathy and emotional intelligence when influencing customers and partners.
Modules – day 1
1
How emotional am I / is my customer
- Intro
- Left brain – right brain at work
- We are all icebergs
- The six fundamental emotions in selling
- Greed. “If I make a decision now, I will be rewarded.”
- Fear. “If I don’t make a decision now, I’m toast.”
- Altruism. “If I make a decision now, I will help others.”
- Envy. “If I don’t make a decision now, my competition will win.”
- Pride. “If I make a decision now, I will look smart.”
- Shame. “If I don’t make a decision now, I will look stupid.”
- Checklist: How to recognize emotions
- MeMe and feedback
2
Understanding my customer
Understanding where your customer is coming from
- His key drivers
- The business drivers
- Certainty
- Performance
- Finance
- Convenience
- Personal drivers
- Power
- Achievement
- Recognition
- Affiliation
- Order
- Safety
- The business drivers
- Exercise
- Make the driver profile of your most important customer
What matters really for my customer and how do I find out
- Direct and indirect influencing
- Questions
- Why
- How
- Which
- Exercise
- Your 5 silver bullet questions
- Role plays
- Questions
- Exercises
3
Types of customers and how to relate to them
- What is my style
- What is my customer’s style
- How do I get into his world by using empathy
- Positive wording
- Exercises
- Assignment
Modules – day 2
4
CommYOUnication
- Group discussion
- It is not about me, but about you
- How to create trust and loyalty
- Emotion, Words and Non Verbal aspects
- The power of words
- 3 People I would like to improve my relationship with
- Exercise
5
Negative emotion and conflict management
- Complaints, objections and how to deal with them
- Where does it come from
- Adress it positively
- Get commitment
- Exercises
- Conflict management
- Differing opinions
- Conflict buffer
- Redirecting through questioning
- Exercises
6
Roleplays
- Prepare real conversation
- Execute
- Debrief and feedback
- Learnings and actions
- Tips and techniques
- Exercises and roleplays
7