Course : Responding to customer objectionsconvince and create new opportunities
Practical course - 2d
- 14h00 - Ref. TOB
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 | Analyze the objection as an opportunity |
| Anticipate and prepare for objections |
| Adopt a confident, soothing attitude to respond appropriately |
| Developing influential communication |
Intended audience
Sales people who want to increase their effectiveness in sales and negotiation.
Prerequisites
Commercial experience desirable.
Practical details
Exercise
Exercises, role-playing, sharing best practices.
Course schedule
1 Hearing and understanding objections
- Identify the different types of objections.
- Understand the real need behind it.
- Gather and classify information: build a reading grid.
- Analyze at what point in the sales process it is expressed.
- Identify the objection behind the objection.
Exercise
Workshop: identify and classify objections encountered by participants.
2 Adapting your communication
- Identify the customer's personality: needs, expectations.
- Adjust your communication and make it audible.
- Identify your own feelings when faced with an objection.
- Perceive your "position" vis-à-vis the customer.
- Seize the objection as an opening and an opportunity.
- Use techniques adapted to the circumstances: the particular case of price.
Role-playing
Dealing with objections face-to-face and in groups. Group debriefing.
3 Anticipate objections to secure the process
- Identify potential objections: possible responses.
- Reverse the process: based on the answer, what objections are possible?
- Build up a catalog of objections and appropriate responses.
- Turning the competition argument into an objection.
- Get out of your usual frame of reference to stay in control.
- Measure the real impact of the objection on the process: level of "pollution" of the objection.
- Find allies and cross-reference information to overcome objections.
Exercise
Workshop: identify the arguments/objections of participants' main competitors. Measure the level of "pollution" of an objection and the appropriate strategy.
4 Using influential communication to overcome objections
- Improving communication to better influence.
- Rely on a few basic rules derived from the systems approach.
- Adopt positive communication.
- Focus on customers and their values.
- Adjusting communication in face-to-face or group situations: who is present, what is expected?
Role-playing
Dealing with objections during a presentation to a customer, in front of a group. Group debriefing.
Publication date : 01/11/2024
PARTICIPANTS
Sales people who want to increase their effectiveness in sales and negotiation.
PREREQUISITES
Commercial experience desirable.
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 people who want to increase their effectiveness in sales and negotiation.
PREREQUISITES
Commercial experience desirable.
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.
Dates and locations
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Remote class
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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.