Relationship Selling Skills Training

Relationship Selling Training Course Relationship Selling
By Althea Goh
Selling Skills:

Relationship Selling

“A victor in price war may not always receive the lion's share of a customer's business.”

By Althea Goh


Bachelor of Business • Certified ISMS Auditor • Certified Practitioner of Cellular Memory Regressor • PSMB TTT Exempted Trainer
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Course Title:
Relationship Selling
Training Category:
Soft Skills
Target Audience:
Employees who do servicing of external and internal clients.
Duration:
2 Days
For In-house Training
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Delivery Methods
  • Language: English
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Lecture
  • Certificate of Participation
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Course Introduction ›

The objective of relationship selling is to focus on achieving customer satisfaction by cultivating a long-term business relationship. Such a sales method relies upon a consultative approach, whereby a salesperson consults with a customer in order to uncover the customer's needs. Relationship selling requires negotiation for the sake of reaching mutually beneficial outcomes. By building a relationship with a customer, a salesperson aims to provide unparalleled service in the interest of overshadowing offers set forth by competitors.

A victor in price war may not always receive the lion's share of a customer's business. The reason is that strong business relationships are sometimes able to trump low prices. Relationship selling is a slow and steady approach to sales that places priority on building customer loyalty, while providing mutually acceptable prices. Such a sales approach is often employed to uncover hidden needs, the existence of which customers themselves are completely unaware.

The problem with one-off selling in a situation where you want the customer to come back again is that if they are at all unhappy then will go elsewhere next time. Worse still, they may warn their friends not to buy from you either. The preferred alternative for many sales situations is to build the right relationship.

Relationship selling is also known by other names, including 'Consultative Selling'.

Course Objectives ›

Participants will be able to identify the steps in the relationship-selling process, understand the importance of entering a partnership with their customers/clients, and know how to apply the information presented in the program to their own situations.

Course Outline ›

DAY 1

Partner, Not Pest: Getting into the Sales Mindset

Participants should come to view themselves as partners in a business relationship and be able to provide clients/customers with information, products, and services to best meet their needs.

To Get Where You're Going, You Need to Know Where You Are: What Differentiates - Your Product and Services

Now you're in a sales mindset, you need to understand the product or service's features, benefits, and weaknesses (actual or perceived). Participants will spend time articulating what their particular product or service is, what its benefits are, and which market segments are desirable targets.

What Is It That You Need: Understanding Relationship and Needs-Based Selling

Needs-based selling: what it is, what it's not, and why it is essential for steady, sustainable business growth. Emphasis and activities focus on questioning and listening skills, recognizing the language of needs such as "I'd like" or "I hope" and verifying customer objectives. Participants should have a solid understanding of the difference between meeting a customer's needs and simply offering or forcing a menu of products and services.

Exactly How Does This Work?: A Look at the Sales Process

The phases of the sales process: opening, probing, supporting, and committing.

First Steps: Where and How to Start

Networking - techniques for building relationships with current clients and customers. Participants should be able to map their business network, see where improvement is needed, and generate a list of organizations and people to get to know better.

Look and Sound the Part: Networking and Professional Basics

How do you introduce yourself? How do you introduce others? Participants will learn the answers to these questions in role plays and how to make a solid first impression that says poised and polished.

DAY 2

Beyond Introductions

Participants will have the opportunity to engage in the probing and exploring phases of the sales process. Participants will practice questioning skills and ability to think quickly and logically to fulfill customer and client needs.

Overcoming Objections

Participants will look at techniques for responding to objections and develop situation-specific responses in order to prepare for real-life objections they will encounter on the job.

Wrap It Up: Getting to the Close

A structure for effectively moving through the commitment stage of the sales process: how to ask for commitment, how to respond to "no" and leave the door open, and how to help customers avoid buyer's remorse.

Remember Me: Serving Customers after the Sale

Great! You got the client/customer. What do you have to do to keep this person happy and still working with you and your organization? How do you know when a customer is happy? Unhappy? What do you do to get past problems caused by you or the client? In this discussion, participants will discover how to service relationships for business longevity.

Keep Them Coming Back: Enhancing Customer Relationships

How do you up-sell when you have had a customer for months or years? What techniques are available to move them to the next level of products and services? How do you introduce other members of your team when and if you are unable to personally serve the customer in the future? This final lesson introduces participants to a follow-up framework that shows them how to use techniques learned throughout the program to enhance the customer/client experience.

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