The Introduction
how to make yours count
using the flexibility of your voice to achieve an impact
of professionalism and confidence
The Communication Process
understanding the elements that are required for effective
communication
how to apply the elements to ensure positive results
The Pitfalls of Communication
how to ensure your message is not misinterpreted
eradicating words, tones and gestures that conflict with
or change your meaning
Active Listening
removing assumptions and barriers to develop active listening
skills
understand the importance of listening to both fact and
customer emotions
spotting opportunities for add-on sales through active listening
Rapport Building
understanding the importance of building rapport with customers
find out the three stages of effective rapport building
and how to apply them
Assertive Communication
find out the difference between aggression and assertion
learn how to communicate thoughts, feelings and emotions
without them being perceived as an attack
Putting Your Case Across
learn how to describe your product/service with interest
find out how to help your customer understand the benefits
of your product / service and the advantages of using them
Effective Questioning
understand the importance of using effective questions to
establish the real needs of the customer
learn the difference between open, closed, checking and
pre-closing questions - and know when to use them
The Close
learn why the real art of closing lies in the natural process
of effective communication
how to avoid points of tension and conflict that may result
in the customer feeling pressured into a close
Directing Conversations
learn how to build bridges that will help you direct your
conversation
find out how to control and guide your customer to a positive
conclusion
Overcoming Objections
find out how to deal effectively with complaints, criticism
and objections
learn how to professionally manage your customer through
a proven strategy
