The selling purpose – being clear as to what you are really selling
Identifying your organisation’s Unique Selling Points
Why and how do people buy? Understanding the customer’s personality ‘makeup’ and adopting the communication style that works best with that personality
Needs versus wants – which have most influence on the buying decision?
Stepping into the customer’s shoes – how do they feel about giving you their business?
The three levels of listening and why you must never use Level 1.
Intuitive listening – what’s being said, how it’s being said and what’s really being said
Questioning skills to elicit the customer’s needs and buying strategy
The VHF channels of communication – how to recognise them and use them to speak the customer’s language
Building rapport rapidly and effectively to gain trust – face to face, over the telephone and in writing
Using the voice to best promote your product/service
Features and Benefits – how to construct a FAB statement to promote your product or service in the best way possible
The 15 most persuasive words used in selling and marketing
Handling objections – they may be part of the customer’s buying strategy
The golden rule of closing the sale
Exceeding customer expectations to cement an ongoing relationship and encourage referrals
Putting it all together – role plays to practice everything covered