Sales Training and Relationship Skills

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The Programme

The Sales Training and Relationship Skills programme focuses on being authentic and using interpersonal skills which are proven to develop long term or high value customer relationships. From the start of the sales process through to the development of long term customer loyalty, persuasive message creation and powerful face-to-face delivery skills build on the core principles of influencing and relationship development. The programme draws on David Maister's "The Trusted Advisor" in building the skills necessary to create strong enduring customer relationships.

Relevant for

• Teams responsible for providing products and services and managing relationships (internally and/or externally)
• Teams comprised of technical specialists or sales reps where business development and relationship management has not traditionally been part of their role
• Organisations involved in high stakes relationships where the risks and costs of losing the business is significant

Outcomes

Participants Will

• Understand the evolution of a client-adviser relationship, and the characteristics and traits of a successful trusted adviser
• Have a deeper recognition of their own and others’ communication styles, preferences, needs and values and communicate more effectively
• Be able to plan for and quickly build rapport with others
• More  effectively determine customers’ needs and issues, and understand what underpins customer decisions
• Improve questioning techniques and be comfortable in asking challenging questions
• Actively listen for customers’ clues and cues to determine the best-fit solution
• Be more empathetic to the needs, views and thoughts of others when responding to opinions or giving feedback
• Be more assertive without compromising relationships
• Be able to develop key messages that resonate with your customers

What is Covered

• Maister’s “Trusted Advisor” Model – a foundation
• Understanding “Trusted Advisor” relationships and characteristics of successful ”Trusted Advisors”
• Influencing different communication behaviour and people styles
• Planning effective calls and meetings
• Professional rapport/building trust
• Questioning types and techniques -getting past the rational response
• Active listening
• Developing persuasive sales messages
• Delivering key messages that resonate
• Preparing and handling objections/re-framing negative issues
• Creating a strategic sales plan

Delivery Options

• One-on-one sessions
• Team programme
• Incorporating the “theory” on a live sales opportunity