Accreditations and Endorsements
Why is rapport building important?
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation.
If the customer enjoys the call, then the ‘results’ are better. This isn’t about making a new friend with every customer but making the conversation run smoothly , the benefit is that it makes the time spent with the customer more enjoyable and is less stressful for you, which means you will be in a better frame of mind for the next call.
Learning Outcomes for this module include:
Understand key concepts and techniques that will help you to have more enjoyable and productive customer interactions, and make you feel more comfortable and confident in your role.
Welcome to Building relationships
Welcome to negotiation
Types of Questions
Negotiation Dynamics
Listening and responding
It’s not just what you say
Know Your Audience
Influencing, Assertiveness and Negotiation
How emotionally intelligent are you?
Get off to a good start
Handling objections
Managing Improvement: The Sales Process
Closing the sale
Approaching a sales call
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