Communicating Effectively

Overview
How do you make sure that the customers are receptive to us? Approach each interaction with the right mindset AND with a strong set of communication skills — presence, listening, questioning, relating, and checkbacks.

Customers expect to be heard. Customers expect to be dealing with a competent, knowledgeable rep. Customers expect you to be accurate. Convey empathy and competence, build trust, and close the call with excellent communication skills.

This is primarily ilt training This may be appropriate for train the trainer situations Courseware may be available for purchase This class may be available at a classroom in Merrimack, NH, Contact Entelechy, Inc. for more information

Duration: 2 hours Training Presented in: English

Performance Outcomes
As a result of participating in Communicating Effectively, you should be able to:

• Communicate with presence.
  
  
• Use questioning, listening, and relating skills to build the relationship and make the sale.
  
  
• Use checkbacks to ensure accuracy and agreement.
  
  
• Apply communication techniques while maintaining a customer-focused mindset.

Activities
Activities include discussion of the six key communication skills, Personal Skills Self Assessment, Listening Quiz, Mumbo Jumbo, and skills applications of each communication skill.

• Balancing Business and Customer Needs
• Closing the Sale
• Developing a Campaign Strategy
• Enhancing Customer Courtesy Skills
• Exploring Social Styles and Motivators
• Focusing on the Customer
• Handling Challenging Situations
• Impacting the Customer Experience
• Improving Personal Effectiveness
• Integrating the Skills
• Leadership Support
• Listening and Questioning
• Managing Sales Objections
• Positioning the Sale
• Providing Products to Customers
• Recognizing Value
• Transitioning to Sales
• You REALLY are The One at Your Company