商业技能
Effect for participants:
- Understanding the basic principles of marketing and building relationships with clients.
- Awareness of the process and decisions of the client regarding the purchase. They will learn how a trader can influence the buying decision of the client.
- They will learn to properly prepare to approach the client and for business conversation.
- They will learn and practice the techniques for the telephone contact with the client.
- They will review the main points in the structure of business conversation.
- They will learn the techniques to overcome objections and resistance in business conversation.
- They will practice the techniques of active listening.
- They will learn to recognize and to take advantage of the right moment for closing the transaction, or business conversation.
Content frame:
Business and making a purchase decision
- Influencing the client´s decisions
- Rational and emotional components of decision-making
- Needs and expectations
- Trustworthiness of a trader
Product and company presentation
- “Who we are and what we do”
- Strengths, benefits
Who are our clients?
- Segmentation, customer selection
- Finding the customers
- Detection of supporting information for business
Building partnerships and networking
- Business networking
- Differentiation
- Rules of mutual support
Preparation for approaching the client
- Factual preparation
- Situational preparation
- Collection of information
- Technical preparation
- Products and benefits
Phone contact with the client
- Interview scheme
- Handling objections, rejection
- Rules of successful phone call
- Model AIDA
Business communication, meeting with client
- Customer´s hidden questions
- Preparation for business communication
- Structure of business communication
- Conducting of communication
- Types, questioning
- SPIN technique
Active listening
- Principles of active listening
- Manifestations and techniques
Dealing with objections in business communication
- Reason of rejection
- Dealing with objections
- Real meaning of objection
- Techniques for handling objections
Negotiating and concluding business
- Preparation for negotiation on price
- Practicing the techniques of business communication when negotiating about price
- Concluding business
- Recognition of the right moment, signals for shopping
Communication rules with client
- General rules for effective communication in business
- Recommendations and motivation of participants