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.
Objectives
At the end of the course, your customer service team will be able to identify new customer opportunities and provide solutions in the form of customer benefits to close new sales.
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.
Prerequisite
None
Your benefits
Content
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
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Modules e-learnings :
- Mieux communiquer
- Creuser la demande
- Argumenter en bénéfices client
- Gérer les situations de tension
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.
Notes
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)
💡 Useful information
Our training sessions are offered in Montreal or Quebec City, in person or in virtual format. Dates and locations are provided when you select your session below. If you have any questions regarding registration, schedules, the language of instruction, or cancellation policies, please consult our FAQ .
Trainers
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quote