Higher Business Skills Program

• 3

• 11

• 10

  weeks

Develop commercial skills to face the sales process in the most efficient way and perfect skills related to interpersonal communication between salesperson and client.

Identify the characteristics of a commercial negotiation process

Know the different types of clients and the most appropriate strategy to achieve an effective sale

Know and develop sales strategies and tactics based on the desired commercial objective

Develop argumentation and persuasion skills

Work on individual aspects and skills related to the ability to interact with clients

Develop skills to optimally plan commercial work and effectively manage the client portfolio and design commercial objectives

• 3

• 11

• 10

  weeks

The program incorporates three areas of competencies integrated into four Training Paths:

<strong>Training Tour I: Sales Techniques</strong>

Module 1. Commercial Planning
.- Identify the sales function
.- Know the client and the market
.- Establish commercial objectives
.- Control commercial activity

Module 2. Commercial Interview
.- Preparation for the commercial interview
.- Welcome to the client and detection of their needs
.- Argumentation and debate of objections
.- Closing of the sale and follow-up

<strong>Training Tour II: Customer Service</strong>

Module 1. Quality in customer service
Position the organization for customer service
.- Quality of service
.- Reasons for the change
.- Internal clients and users
.- Customer service
.- Customer orientation
.- Procedures and personal treatment
.- Positioning
.- Degree of satisfaction

Welcome the client
.- Customer service process
.- Repercussions
.- Personal costs
.- Personal advantages
.- Repercussions on health
.- What is customer service
.- Who is customer service
.- Positive attitude
.- Stage
.- Psychological predisposition

Control materials
.- Identification of the demand
.- Obstacles to the identification of demand
.- Balance needs/services
.- Positive climate
.- Negative climate
.- Hidden needs

Manage customer demands
.- Customer loyalty
.- Cross selling

Module 2. Telephone management with clients
Identify the phases of the phone call
.- The phases of a call
.- Criteria for planning a phone call
.- The first contact: greeting and identification
.- The reason for the call
.- Resolution of the claim
.- Closing and farewell

Discriminate the parameters of telephone communication
.- General considerations about communication
.- Particularities of telephone communication
.- Paraverbal language: the management of the voice
.- Verbal language or the content of speech
.- Managing telephone silence

Prepare to make a phone call
.- Prepare the physical scenario and resources
.- The emotional state
.- Anxiety reduction
.- Breathe correctly: diaphragmatic breathing
.- The technique of self-instructions

Manage telephone communication skills
.- Basic abilities
.- Active listening
.- Empathy
.- Questions
.- Rephrase
.- Management of hostility
.- Assertive skills

Resolve telephone communication incidents
.- Presentation
.- Detection
.- Concertation and argumentation
.- Closing
.- Farewell

Module 3. Management of complaints and claims
Identify the phases of complaint management
.- Usefulness of complaints
.- Importance of complaints
.- Complaint scenario
.- Complaints and claims
.- Complaint and claim process
.- Common situations
.- Customer expectations

Reduce customer hostility
.- Hostile States
.- Reduce anxiety
.- Graduation of hostility
.- The hostility curve
.- Increase in hostility
.- Reduction of hostility
.- Introduction of reducing elements

Use self-control techniques
.- Self-control
.- Self-controllable aspects
.- Resolution strategies
.- Thought control
.- Behavior control

Manage communication skills
.- Phases and skills
.- Skills to collect information
.- Skills to inform and solve

<strong>Training Tour III: Negotiation Techniques</strong>
Module 1. Preparation for Negotiations
.- Identify negotiation situations
.- Evaluate negotiating power
.- Define the negotiation strategy
.- Anticipate the difficulties of the negotiation

Module 2. Negotiation Development
.- Identify negotiation styles
.- Act according to each negotiating style
.- Argue to achieve objectives
.- Resolve conflictive negotiations

Module 3. Closing of Negotiations
.- Take decisions
.- Avoid and resolve conflicts
.- Close partial agreements
.- Formalize the agreements

Training Tour IV: Time Management
Module 1. Analysis of time management
.- Identify time management factors
.- Analyze the duration of the tasks
.- Determine the personal factors of time management
.- Detect external factors of time management

Module 2. Improving time management
.- Establish time improvement objectives
.- Plan personal tasks
.- Plan shared tasks
.- Correct planning deviations

• 3

• 11

• 10

  weeks

7