Odnos s kupcima i prodaja

Osim stručnosti, naši voditelji odlikuju se i izvanrednim komunikacijskim vještinama, što osigurava jasnu i učinkovitu prezentaciju sadržaja. Njihov pristup je prilagođen potrebama i razinama znanja naših polaznika, što doprinosi pozitivnom i poticajnom obrazovnom okruženju.

Naša misija je pružiti vrhunsko obrazovanje koje će našim polaznicima omogućiti osobni i profesionalni rast. Uvjereni smo da naši stručnjaci, sa svojom predanošću i ekspertizom, igraju ključnu ulogu u ostvarivanju ove misije. Pozivamo vas da se pridružite našim edukacijama i iskusite prednosti učenja od najboljih u svojim područjima.

Seminar je strukturiran kao kombinacija predavanja, grupnog rada, individualnog rada, igranja uloga i raspravljanja. Ukupno trajanje je dva dana (16 školskih sati). Cijeli se seminar održava na engleskom jeziku. Namijenjen je svima koji žele dobiti uvid u ključne faktore odnosa s kupcima i razviti visokokvalitetan odnos s kupcima koji je ključan u današnjem poslovanju.

Ovaj seminar polaznicima će pomoći:

• Ostvariti bolje rezultate prodaje
• Razumjeti psihologiju procesa kupnje
• Razumjeti želje i motivaciju različitih vrsta kupaca
• Uspostaviti dobar odnos s različitim vrstama kupaca
• Izgraditi samopouzdanje u prodaji
• Identificirati i prevladati zapreke u prodajnom procesu
• Identificirati pravo vrijeme za prodaju

Dominika Syper diplomirana je psihologinja. Stručnjakinja je za područje poslovnog razvoja i međunarodni instruktor za razvoj osobnih i poslovnih vještina. U svome radu primarno je orijentirana na strateško promišljanje i kreiranje rješenja koji će odgovoriti na izazove suvremenog poslovanja. Iskustvo u području ljudskih resursa stekla je u multinacionalnim kompanijama Peek&Cloppenburg i Inditex u Poljskoj. Zahvaljujući dugogodišnjem iskustvu u multinacionalnom poslovnom okruženju danas pomaže drugima u prevladavanju zapreka i postizanju zadanih poslovnih ciljeva. Vlasnica je i voditeljica tvrtke Sukcess Consulting.

The sales profession today moves faster than ever. This is no time for trial and error, this is a time to build effective selling ground. How you treat your customers can make the difference between a loyal customer and a dissatisfied one who, through word-of-mouth, impacts unfavourably on your organisation and drives other customers elsewhere. Satisfied customers may become voluntary ambassadors for your organisation and are most likely to use your services again. Sales are integral to the success of an organisation. This course teaches you how to improve your sales processes, enhance customer service, use effective sales techniques and boost your sales results.

This program is designed for everyone who wants to know the essential factors that are important in customer service and develop high quality approach that is needed in current business. It will also help:

• Deliver improved and consistent results
• Understand psychology of buying process
• Understand client needs and motivations
• Achieve harmony with a diverse range of client types
• Build confidence level for effective selling
• Present relevant benefits to meet specific needs of clients
• Be able to adapt storytelling to sales process
• Use appropriate questioning techniques
• Identify, reduce and overcome objections and barriers
• Confidently close the sale at the right time

Seminar program

Day 1

9:00 – 9:30 Introduction, Trainer presentation, Agenda

9:30 – 10:30 Meaning of Excellent Customer Service

• Describing customer service
• Identifying customer expectations
• Providing excellent customer service
• Meaning of CS in building competitive advantage

10:30 – 11:00 Practical group and individual exercises

11:00 – 11:15 Coffee break

11:15 – 12:00 Excellent Customer Service Process

• First impression effects
• Greeting the client
• Assurance and need anticipation
• Building the trust
• Open questions and communication process
• Positive language and active listening
• Dealing with concerns about being ripped off
• Last impression effects

12:00 – 12:30 Practical group exercises

12:30 – 13:15 Lunch break

13:15 – 14:00 Non-verbal communication

• Visual appearance
• Power of body language
• Social distance

14:00 – 14:15 Coffee break

14:15 – 14:45 Practical group and individual exercises

• Building trust and credibility

14:45 – 15:00 Summary

Day 2

9:00 – 9:30 Effective Communication with Customers

• Process of communication
• Practical skills to communicate open
• Clarifying uncertainness of customers

9:30 – 10:30 Practical group and individual exercises

10:30 – 10:45 Coffee break

10:45 – 11:30 Psychology of personalities

• Types of personality
• Communication with different personality types
• Dealing with psychological client’s typology
• Possible obstacles in every type of customers

11:30 – 12:15 Practical group and individual exercises

12:30 – 13:15 Lunch break

13:15 – 14:00 Dealing with difficult situations

• Identifying challenging customer requests
• Responding to challenging customer requests assertively
• Managing emotions during difficult situations
• Possible difficulties in picking the car and dropping it off

14:00 – 14:15 Coffee break

14:15 – 14:45 Practical group and individual exercises

14:45 – 15:00 Summary

Methods

• Discussions
• Role-playing
• Self-assessment tests
• Group work
• Individual work
• Practice sessions
• Lectures

Trainer

Dominika Syper - Business Development Master and International Trainer in full spectrum of personal and business development. As an enthusiast of human capital, she uses strategic thinking to produce the best solutions suited for present vigorous world. Her experience in working with professionals from all over the world enables her to help others break through the barriers of achieving better results. Infinite stock of energy and unbreakable optimism support her to inspire others to action and improve their performance in any given area of life. She's the ambassador of willpower best portrayed by words - impossible becomes possible. Owner in Sukces Consulting.