| 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.
