Course : Gaining impact in customer interviewscredibility, assertiveness, influence
Practical course - 2d
- 14h00 - Ref. TRE
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 | Conducting the interview so as not to be subjected to it |
| Avoiding sterile or harmful behavior |
| Use supportive communication |
| Influencing your customer to achieve your goals |
| Turning a critical situation to your advantage |
Intended audience
Salespeople, consultants and pre-sales technicians.
Prerequisites
Sales experience desirable.
Practical details
Hands-on work
Case studies and role-playing, self-assessment tests. Feedback and exchange of best practices.
Teaching methods
Active, participative teaching methods. Alternating theory/practice with application to the context and experience of participants.
Course schedule
1 Identify your reactions to customers
- Measure your assertiveness.
- Identify ineffective interview behaviors and their consequences.
- Avoiding the pitfalls of miscommunication.
Exercise
Self-assessment of assertiveness.
2 Daring to overcome fears and apprehensions
- Discover your beliefs "limiting" and constraining messages.
- Dare to sell the advertised price.
- Turn objections into arguments.
- Working in hostile environments.
Role-playing
Interact with an aggressive customer by adopting an assertive attitude. Get out of a "low position" induced by the customer. Collective debriefing.
3 Develop your image and credibility
- Know and recognize your qualities.
- Identify your limits.
- Use reinsurance techniques.
- Prepare yourself mentally.
- Adopt the attitude of a "winner".
- Use techniques to project an image of credibility.
Exercise
Mental preparation training: visualizing victory, anchoring positive feelings.
4 Argue persuasively and assertively
- Assert your intentions.
- Reassure your customer.
- Use positive reframing.
- Use the right communication channel.
- Avoiding doubt.
Role-playing
Interview training using positive reframing. Group debriefing.
5 Daring to assert yourself in front of your customers
- Respond positively to criticism.
- Deal effectively with objections.
- Give a refusal acceptable to the customer.
- Practice "anti-selling".
Role-playing
Handling customer objections. Group debriefing.
6 Influencing your customer
- Generate interest and support for your cause.
- Satisfy the customer's psychological needs.
- Lobbying.
- Develop your persuasive skills.
- Make yourself likeable and unavoidable.
- Take the ascendancy gently.
Role-playing
Discover the needs that motivate a customer during an interview. Group debriefing.
Customer reviews
4,6 / 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.
CHRISTOPHE P.
04/06/26
5 / 5
A dynamic training course that really gets your brain working. The trainer has a great approach; you can really sense their professionalism and experience.
JEAN-CHRISTOPHE R.
04/06/26
4 / 5
It can sometimes be difficult to really get into the swing of things when you’re learning remotely.
YANNICK H.
04/06/26
5 / 5
Very interesting content, with lively and engaging role-play exercises
Publication date : 05/29/2024
PARTICIPANTS
Salespeople, consultants and pre-sales technicians.
PREREQUISITES
Sales 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.
Salespeople, consultants and pre-sales technicians.
PREREQUISITES
Sales 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
Select your location or opt for the remote class then choose your date.
Remote class
Dernières places
Date garantie en présentiel ou à distance
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.