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HOW TO SELL TO DIFFICULT CUSTOMERS 04 | Área Comercial
04 | Commercial Area
Requirements
Customer service and/or customer service by telephone skills

All customers are important, even the most difficult ones. It is important to know how to handle difficult customers, identifying and
characterizing them in order to sell products. This course enables this characterization, in order to meet the customer needs and to achieve
the proposed goals.

CONTENTS
OBJECTIVES
Module 1 - Sales Steps
At the end of this training course, trainees will be able - Sale
to identify and deal with difficult customers; to acquire - Seller Role
persuasive negotiation skills; to create tools for conquering - Types of Customers
customers; to acquire presentation, negotiation and closing
sales skills in difficult situations. - An Efficient Sales Model
- The Five Steps of Sales
ADDRESSEES Module 2 - Contacting and Knowing the Customer
- Focus on the Customers Needs
Sales professionals, who quite often deal with negotiation
processes with difficult customers, namely commercial - Variables that Influence the Purchasing Behaviour
managers and technicians; sales representatives or
commercial assistants; everyone who intends to develop Module 3 - Strategies and Persuasion
sales skills. - Influencing and Mechanisms of Persuading the Customer
- Seller Personality
- Sale Success Factors
Module 4 - Difficult Customers
- Getting to Know Difficult Customers
- Characteristics and Profile
- How to Handle Objections

INFORMATION

Hours: 20h
Time: See Training Plan
Material Delivered: Training Support Material
Training: Attendance Required
Regime: Working Hours / Post-Working Hours

METHODOLOGIES

Methodologies used by the trainer will be
expository, demonstrative and/or active, favouring
the latter whenever possible.

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 23