BACKGROUND

This course has been designed to enable sales personnel to identify and build on skills which result in increase positive customer interaction and higher sales. Over five days our trainers will guide learners through the common types of customer behaviour and identifying the interpretation skills required to correctly identify personal needs, business needs and potential sales opportunities. Our aim is too provide participants with the necessary skills to enhance their personal selling skills and increase the rate of success during the sales process. Our trainers will be on hand throughout the programme to offer guidance, support and assistance. Successful attendees will be awarded with a FETAC Minor Award in Consultative Selling at Level 6.

Entry Requirement: Participants must hold a Leaving Certificate or equivalent Qualification and / or have relevant life and work experience.

PROGRAMME AIMS & OBJECTIVES

AIM:

The programme aims to utilise participants existing knowledge and skills and build on them. Our aim is that the learners will, on completion, have sales prowess. That commercially and personally, the learner achieves increased customer satisfaction, and increased sales from both new and existing sales channels.

OBJECTIVE:

On completion of the programme, participants will be able to:

§         Set realistic objectives

§         Opening a sales call effectively

§         Understand how to analyse customer behaviour

§         Effective handling of customer business needs (including problem resolution)

§         Understand how to uncover and deal with customer objections

§         Working effectively as a sales manager

§         Learn how to clinch every sale

PROGRAMME CONTENT

Unit 1 – Opening the Sales Call

• Identifying and setting realistic call objectives
• Positive Opening Statements
• Benefits of Small Talk
• Assess customer behaviour types quickly and accurately
• Agree with the customer 1. What needs to be accomplished during the visit and 2. the reason for calling
• Selling the customer the potential benefits of participating in a sales call

Unit 2 – Customer Requirements

• Questioning and Listening Techniques
• Priortising customer requirements
• Identify, Summarise and Address

Unit 3 – Customer Behaviour

• Recognise customer behaviour types
• Adapting your own behaviour appropriate to that of the customer
• Retaining Control

Unit 4 – Handling Objections

• Questioning and Listening Techniques
• Acknowledging Customer objections
• Avoid confrontation if challenged by the customer
• Objection Resolution
• Managing objections on Price
• Develop the persuasive style of conducting a professional sales negotiation

Unit 5 – Closing the Sales Call

• Appreciate the need for sales call closing strategies
• Asking for the Business
• Recognising “Avoidance Behaviour”
• Evaluating a range of assessment and delivery techniques
• Gaining Commitment without “pushing”
• Identify the reasons / issues which exist for not receiving the business.

PROGRAMME MANUAL

This programme includes a highly comprehensive manual, which continues to be an excellent referencing source after the Programme.

FETAC CERTIFICATION

This course is certified by FETAC (Further Education and Training Awards Council). FETAC gives people the opportunity to gain recognition for learning in training centres, in the workplace and in the community. FETAC Qualifications enable participants to progress both educational and professionally, fort further information please view our website:

www.Paramounthr.ie

The FETAC Assessment periods are January, May, August and November. FETAC issue certificates within approximately 2 months of each assessment period.

FETAC ASSESSMENT

Participants who wish to achieve a FETAC Component Certificate must complete one assignment (25%) and a Skills Demonstration (75%).

Assignment

Compile report, based on the participant’s research providing an a clear indication of the learners understanding of the theory and their ability to understand its practical application referencing the main characteristics of each class of customer behaviour, and identifying the various tactics for dealing with them and specifying the methods of retaining control of the sales call. This will be provided too you on the second day of the programme. It must be submitted within 2 weeks. (25%)

Skills Demonstration

In one (15 – 20 minute) skills demonstrations, learners will show have an opportunity to be assessed on their selling skills, handling the objections and closing the sale. This will be recorded. This will be provided too you on the first day of the programme. It must be assessed on Week 3 of the programme. (75%)

GRADING

• Pass 50 - 64%
• Merit 65 - 79%
• Distinction 80 - 100%