Sales Skills - Understanding Your Customer

Course Description

This course will provide an understanding of how customers reach their buying decisions, helping you to make a professional impression and increasing your chances of success.

Learning Objectives

• Appreciating the factors that affect buyers in different selling situations
• Identify the different factors influencing the buying process
• Finding out about your customer
• Learn the importance of the Decision Making Unit
• Finding out what motivates the buyer
• Learn what a buyer looks for in a supplier
• Know the importance of customer care
• Gathering and analysing customer feedback
• Learn how to act on customer feedback
• Understand Extension selling, Cross selling and Up selling

Course Contents

• Buying Situations
• Your Customer
• Managing Customer Expectations & Problems
• Customer Care
• Extension Selling
• Including: Check my Understanding Tests and Full Course Test

Course Duration

90-120 minutes