Course : Dealing with Difficult Clients
Practical course - 2d
- 14h00 - Ref. FFD
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 | Handle difficulties in a sales relationship |
| Negotiate in a crisis |
| Spot and defuse attempts to destabilize |
| Develop your negotiating skills |
Intended audience
Sales representatives, technical sales, sales assistants, and customer relationship managers.
Prerequisites
Mastery of sales techniques.
Practical details
Exercise
Interactive exercises. Simulations and role-playing.
Course schedule
1 Assessing your reactions in sales relationships
- Ineffective behaviors and their consequences.
- Passiveness, aggressiveness, and manipulation.
- Understanding your personality.
- Diagnosing your level of assertiveness.
- Determining areas where you can become more assertive.
Exercise
Sharing situations you've experienced and self-diagnosis to establish an individual contract of goals for improvement.
2 Preparing to speak
- Types of difficult clients.
- Psychological preparation and taking a step back to deal with challenges. The art of anticipating in the relationship.
- Understanding the source of tensions and managing them.
- The effective action plan.
- Active listening and precise questioning.
- Anticipating complaints.
- Bringing bad news.
Exercise
Based on actual experience, define types of difficult clients. Practice with precise questioning.
3 Learning to refuse without losing the client
- The art of saying "no".
- Overcoming “red lines”.
- Reflexes to avoid being caught off-guard.
- Good language, and expressions to avoid.
- Positive communication.
- Establishing a cooperative relationship.
Exercise
Role-playing, spotting negative language from each trainee, establishing a list of replacement expressions.
4 Mastering your emotions
- Identifying different types of emotions.
- Reacting to the unexpected.
- Adopting a professional attitude.
- Facing unfamiliar situations.
- Techniques for mastering your emotions.
Exercise
Mapping emotions in the situations encountered.
5 Calmly standing firm in response to the client
- Good relationship position: Life positions.
- The DESC method applied to criticism.
- Addressing misgivings or misunderstandings.
- Balancing judgment and feelings.
- Flexible reframing.
- Handling objections.
- The art of asking without pressuring.
Exercise
Role-playing (knowing how to criticize, reframe, ask). Identification workshop and addressing objections. Handling criticism and emotions.
6 Personal progress action plan
- Self-analysis/diagnosis by each participant.
- Personal development plan.
Customer reviews
4,5 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
LAKDAR MEHDI S.
11/06/26
5 / 5
An enthusiastic and competent presenter. Thank you for your help.
DELPHINE B.
11/06/26
5 / 5
A very good training course – I’m leaving with the tools I need to get on with my work and prepare myself for dealing with difficult clients. It’s up to me now! Well done to the trainer for running an online course with six participants, three of whom never switched on their webcams and weren’t always actively involved. Thank you very much for these constructive discussions, and for all the workshops that helped to build a sense of cohesion within the group.
KARINE L.
11/06/26
5 / 5
A very comprehensive training course
Publication date : 06/13/2024
PARTICIPANTS
Sales representatives, technical sales, sales assistants, and customer relationship managers.
PREREQUISITES
Mastery of sales techniques.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Sales representatives, technical sales, sales assistants, and customer relationship managers.
PREREQUISITES
Mastery of sales techniques.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
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Remote class
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Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.