Objections and Conflicts

Target group Agents Front office, Back office, receptionists Telemarketing group, administrative
Target members 7 persons (is possible to adapt by client needs)
Trainings hours 1 day (included breaks and lunch pause)
Target of training Targer is make agents to feel in client mind, thinking, reasons. Be able to listen and define objection, its sence ang importancy for sales. See objections like a challenge, not like finish, finally use objections for effectivity and sales development and reach the goals of department. *trainings are based on practical exercises a model situations.

 

Objections and Conflicts

  • What is an objection?
  • What is source of objection *
  • Typical objections
  • How to handle objection – steps *
  • Angry client
  • What is a conflict? *
  • Types of conlflicts
  • Prevention of conflicts *
  • Identification of conflict *
  • Styles od conflicts handling *
  • Styles of conflict management
  • Negotiation in comflict *

After discussion with client should be content, time, target group adapted by needs.