Customer-Focused Sales Techniques

Make call centers and other internal services more effective in terms of sales.


overall satisfaction for this course

?Average calculated from scores obtained from 3 participants who took this course.
  • Duration 2 days
  • Regular fee 895
  • Preferential fee 750?
  • Locations
    • Gatineau
    • Quebec City
    • Montreal


To provide the knowledge and skills required to communicate with customers and establish a climate of confidence in order to assess their needs and direct them to the appropriate products and services.

Targeted audience

Telephone sales and customer support personnel.



Customer Testimonials

Well-structured and clear theory as well as more practice to assimilate it. The two days went by very fast!

Lucie J. / Stratège en expérience utilisateur, Fédération des Caisses Desjardins du Québec


  • Introduction
  • The importance of training for customer satisfaction and profitability
  • The three steps that lead to customer purchases
  • The ADAPT sales process
  • Actively engaging customers while assessing their needs
  • Directing a customer towards solutions
  • Discovering unspoken or unconscious needs
  • Offering customers specific and customized solutions
  • Making the sale: concluding, handling objections, negotiating


*Unless stated otherwise, all sessions are in French.
  • Gatineau

    November 21 to November 22 2016

  • Quebec City

    November 28 to November 29 2016

  • Montreal

    December 5 to December 6 2016

  • Gatineau

    June 5 to June 6 2017

  • Quebec City

    June 21 to June 22 2017

  • Montreal

    June 26 to June 27 2017

Trainer(s) assigned(s)

Other course(s) in this category