An Outstanding Sales Experience for Customers

Jekaterina Mehtijeva

Why do we shop at certain shopping centres again and again, whereas avoid others, even when the product purchased, or the service, has been of adequate quality?

What differentiates reserved and unobtrusive sales from a real and true dialogue? What is more important – to conclude a transaction here and now or to resolve the needs of the customer?

This is a unique training course which combines sales, getting around objections and practical methods of Design Thinking.

Statistics reveal that only 1/3 of the time spent in a sales negotiation is dedicated to dialogue with the customer and that the greatest focus is placed on the product and the process of presentation.

That is why the focus of this training and the approach used is on the customer and their unique needs, which are borne in mind at each step of the sales negotiation. It involves truly listening to the customer and a deep understanding during dialogue. The main task of the salesperson in this process is not just to find a solution for the customer and to solve it in an optimal way, but to also spot the specific problem that needs to be solved, and to see it from the customer's perspective - to investigate it in some depth and to be curious about the customer. 

Design Thinking in-depth customer  investigatory methods are at the basis of the training. Design Thinking helps in developing a personal connection with the customer, creating a special feeling of an individual relationship at all stages of a sale. And – this creates immense satisfaction for the salesperson him/herself, revealing the best side of themselves. 

Aims of the training: 

• to create the skill of developing a dialogue with the customer, focusing on hearing the needs of the customer;
• to encourage customer-oriented thinking in customer services and sales;
• to facilitate the customer experience;
• to train the skill of getting around objections and understanding the reasons for a customer’s objections.

Target audience: salespersons, customer services specialists, customer relations managers and their direct supervisors.

Benefits:

• a customer-oriented perspective in relationships with the customer;
• techniques for discovering customer needs, for defining a problem, presenting solutions and for getting around objections;
• satisfaction and self-confidence in the sales negotiation.

Duration: 3 x 3 hours.

Working method:  active and interactive form of working – practical training, an exchange of ideas and practical observations; analysis of sales situations, working in pairs and groups, role play, feedback and practical recommendations.

Programme

Session 1 (3 h)

The meaning and importance of customer experience. Practical methods for finding out customer needs:

• sales trend;
• the importance of the customer experience nowadays, differences between customer experience, the user experience and customer services;
• case studies and an analysis of services situations;
• design thinking as an instrument for customer services and sales;
• developing one’s expertise;
• techniques for finding out about the customer.

Session 2 (3h)

Defining the problem and providing a solution:

• techniques for defining a problem;
• providing value – techniques for providing a solution. How to create a summary of what the customer has told you.

Session 3 (3 h)

Summary of the negotiations and making a decision:

• practical tools for providing a solution;
• how not to stop at the customer’s first objection: - A universal tool for getting around objections; 
• practical suggestions for specific objections (price, superstitions, collaboration with a different partner, how to discuss the worst situation with customers etc.);
• how to leave a pleasant aftertaste after a meeting/negotiation with a customer. Practical tips & tricks for on-site and remote sales negotiations;
• how to motivate oneself even when the chips are down.

The online seminar will take place on the Zoom platform. Ensure that your computer has a good internet connection, a camera, earphones and a microphone. The online link will be sent to you by email.

If this is required at the corporate level, the programme can be adapted to the specific nature and needs of the company.