Basic training for internal sales and customer service

Psychological factors in customer contact

• Recognize and understand different customer types.
• phone a relationship level appropriate to the type of person on phone —right from the start!
• Reflection on your communication and personal impact.

Targeted control of calls on the phone

Make the most of every call:

• Apply methods of effective communication.
• Generate interest in capital goods, services, or new products.
• Mastering new customer acquisition (without fear of cold calling!).
• Follow up on offers – professionally and successfully.

Basics of sales psychology

Learn the background to successful sales talks:

• Rational vs. emotional factors in sales talks.
• customers the needs of your customers .
• Accurately identify decision-making and purchasing motives.

Arguing convincingly

How do you score points with your products? Here's how:

• Develop strong selling points for your services and products.
• Fully exploit cross-selling, up-selling, and after-selling potential!
• Set yourself apart from the competition.

Negotiate successfully

Become a negotiation pro:

• Present price-value ratios in a convincing manner.
• Interpreting buying signals correctly & bringing about decisions.
• Confidently master challenging situations (e.g., complaints).
• Use de-escalation strategies: Communicate empathetically and find solutions!

Professional support of the field service by the office staff

Teamwork at its best:

• Establishment of a strong network of contacts.
• Professional support for key account management.
• Optimize collaboration between internal and external sales teams!