Sales & Service

Customer-oriented conversation, do's and don'ts in service and sales, the little service etiquette, service standards and service orientation on the telephone, dealing with customer complaints, conflict de-escalation, mystery shopping, service quick checks, psychology in customer contact

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Creation of product-oriented strengths/weaknesses profiles, structure of a goal-oriented sales process, needs analysis, offer presentation, benefit argumentation, objection handling, closing certainty, recommendation marketing, training of the sales personality, reflection of one's own impact on the customer, real customer discussions if necessary with video analysis.

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Market analysis and market segmentation, analysis of potential contacts, telephone appointments in the company segment, analysis in the first interview: identifying needs, awakening needs, presentation in the second interview: dealing with objections, achieving deals, psychology in sales, current findings from market research and motivational psychology, negotiation techniques

Creation of regional marketing and sales concepts, conclusion of cooperation agreements, negotiation at the management level, effective daily and weekly meetings, correct interpretation of figures, definition of early warning factors in employee performance, feedback rules as a manager, setting up recognition and criticism meetings

Analysis of the individual sales style, development of a sales profile of strengths and weaknesses, active listening techniques, use of special argumentation techniques, professional customer type analysis, use of the MBTI, psychology in sales, difficult conversation situations 

Customer segmentation, target group analysis, developing target group-oriented benefit arguments, structuring sales processes

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