Difficult People and Situations
Booking this course
If you would like to talk to us about running a
Difficult People and Situations course, please contact us:
Tel + 44 (0)1789 734343 or email us at
admin@proskill.co.uk |
Being competent in selling is no longer enough. If we do not
have ability to build relationships and handle the difficult
situations, then long-term sales, repeat sales and cash collection
is affected. Your participants will learn the key skills.
Overview
Problems may occur in both pre and post-sales. As
products/services become more advanced and customers become more
demanding, the type of problem becomes more sophisticated. As
organisations become more complex, the varying different personal
interests cause conflict. This course provides the key skills,
techniques and strategies needed for success.
Who Should Attend
Those who have attended Displacement Selling I.
Duration
1 Day
Difficult People and Situations - Course Objectives
Participants will learn:
improve their ability in dealing with difficult customers and
situations
learn the key skills/habits required to prevent/handle difficult
situations
learn when to use particular skills or tactics
learn what to do if their first course of action does not work
learn how to ensure a productive outcome from any conversation
Difficult People and Situations -
Course Outline
Problems, Complaints, Difficult Customers
Difficult customers are good news
Problem ownership
The “S.A.S. Follow-through”
Enabling Behaviours
Key factors in preventing problems
Personal style in handling difficult situations
Building the right habits
Behaviours to avoid
Selective Behaviours
Key tactics, behaviour and actions that have value in specific
situations
Fallback Behaviour
The different approaches/actions that can be used if the first
course of action does not work
How To Say ‘No’
The ‘3E’ Refusal?
Skill beats “giving something away”
Transactional Analysis
Ego States, Transaction Types
Crossed/Complementary Transactions
Using Transactional Analysis
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