Course objective

• Recognize how customers think and feel and to empathize with them
• Recognize the need for thorough preparation and planning prior to meetings with
• customers
• Cover the methods of gaining orders and customer commitment to purchase
• Use of effective questioning skills
• Learn how to handle objections to buying
• Recognize the factors that make a successful sales person
• Identify why people dislike being sold to and show how to avoid falling into the wrong approach
• Recognize the reasons behind buying and selling
• Understand the role of selling and sales management in relation to marketing
• Outline the relationship between sales and other functions of the organization

Course Outline.

• Introduction to Marketing and Sales
• Difference between Marketing & Sales Management
• Differences between needs and wants and identify rational and emotive reasons to purchase.
• Different motivations behind what makes the customer decide to buy.
• Individual prospects without triggering the defensive barriers that they may have against being sold to.
• Ask questions, listen and discuss with individuals rather than “telling.”

Management theory

• Discuss the different theories of leadership
• Learn how to adopt appropriate leadership styles to suit different situations
• Identify ways of improving sales force job satisfaction and performance through effective management and supervision

Selection of sales personnel

• Understand how to compile a job specification for sales positions
• Identify sources of potential recruits and discuss appropriate selection techniques

Interviewing skills

• How to prepare for and conduct effective selection interviews
• Use appropriate questioning techniques to gather appropriate information
• Discuss how to make the right selection decision

Personal skills

• Communicate in a positive manner & use appropriate techniques to influence others
• Understand assertive, aggressive and submissive behaviors
• Play the leading role in decision making and action planning
• Improve telephone appointment getting success
• Appreciate benefits from the customer’s point of view.
• Handle customer’s objections reluctance to purchase.
• Close and win orders with more confidence.
• Recognize how modern sales have developed and can be used in their own
• Working environment to improve margins and profits.

Dealing with problem people and people problems

• Discuss techniques for positive resolution of individual and group conflict
•  Recognize how conflict develops
•  Know how to take organizational values and policies into account when resolving conflict

Team working and group dynamics

• Identify why organizations need teams
•  Explain the difference between formal & informal groups, then discuss the stages of team formation
• Recognize how individuals change their behavior in the presence of others

Team effectiveness

• Describe the factors that contribute to the effectiveness of teams
• Discuss barriers to effective team working
• Discuss how to build balanced teams using Belbin team role model, and understand their own preferred team role
•  Develop action plans to improve performance

Motivation – team and individual

• Identify appropriate methods of recognition and reward for sales people
• Understand relevant theories of motivation
• Discuss ways of improving individual job satisfaction

Meetings

• Plan effective meetings
• Prepare realistic agendas
• Control meetings and deal with disruptive behaviors
• Keep and prepare accurate minutes
• Review personal skills in relation to chairing and participation in meetings
• Apply a basic sales process to their own sales situation.

Recognize the need to understand