CEV
CEV, experts in performance optimization and sales skills development.
Turn your customer service into a growth driver
Imagine a team that no longer simply responds to customer requests (internal or external), but anticipates their needs, taking advantage of every exchange to strengthen the relationship. This is exactly what the “Sales: transforming every exchange into an opportunity” training course is all about. At the heart of this approach is active listening, the management of delicate situations and the art of saying no without compromising the relationship.
Participants will learn how to position themselves as a trusted partner rather than a mere interlocutor. Each interaction is designed to become a lever of loyalty and growth for the organization. Being “customer-oriented” will no longer be a theory, but a daily reality, supported by teams who understand what's at stake and know how to transform challenges into opportunities.
Is it for you ?
All types of salespeople on the phone or remotely, customer service people, after-sales service people or anyone who wants to have an impact on their customer over the phone or by videoconference.
Prerequisites
None
What You'll Walk Away With
- ✓ Improve communication to build stronger and more effective client relationships
- ✓ Identify client needs accurately using structured discovery techniques
- ✓ Build value-based arguments to increase sales impact and relevance
- ✓ Handle tense situations effectively while maintaining client trust
- ✓ Apply skills through practical exercises and real-life scenarios
Training content
1 Kick-off :
- Présentation du programme et du parcours
- Exemple d’e-learning pour donner envie
- Présentation de la consultante et tour de table des participants
- Session de Questions/Réponses
- Recueil des attentes
2 Modules e-learnings :
- Mieux communiquer
- Creuser la demande
- Argumenter en bénéfices client
- Gérer les situations de tension
3 Journée de session collective :
- Être proche du client
- Apports complémentaires et mises en pratiques des éléments vus en e-learning au travers de jeux, situations métier et hors-métier
- Jeu du Grand Défi en équipe
Matin :
- Les bonnes pratiques pour être proche du client + mieux communiquer
- Creuser la demande pour mieux comprendre les besoins clients (travail sur la forme et le fond)
Après-midi :
- Penser et formaliser son argumentation en bénéfices clients
- Mieux gérer les situations de tension
- Échanges sur vos situations.
Keep in Mind
kick-off (1h); 4 e-learnings “customer centricity” (2h); 2 group sessions (6h); Sales posture and techniques: 1 adaptive learning (1h); 2 e-learnings (1h); 1 group session (3h); 1 individual simulation with coach (1h)
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
