Description

Business experts, production engineers, technical consultants... all participate in the image, the promotion of know-how and the quality of service of the company. The technical expert is by definition called upon for his technical knowledge. He is usually responsible for examining a situation, assessing it, developing a solution, implementing it, and determining its value. This training in communication with customers will provide experts and engineers with the relational know-how to succeed in their technical intervention by adding social skills to their technical expertise.

Who is this training for ?

For whom ?

Any expert professional executive, engaged in contacts with customers for pre-sales support, project implementation or after-sales.

Prerequisites

None.

Training objectives

Strengthen your relational effectiveness in contacts with customers.

Work in synergy with salespeople.

Develop the qualities that build customer loyalty.

Training program

• Add the relational dimension to your expertise
  • Formalize the challenges of customer relations: image, turnover, loyalty.
  • Clarify the expert's contribution to customer relations.
  • The place of the expert in the customer journey.
  • The project through the eyes of the customer.
• Communicate better face-to-face with a customer
  • Distinguish between the operational objective and the relational objective.
  • Establish contact, foster trust.
  • Detect the customer's expectations and problems.
  • Promote the technical solution.
  • Accept criticism and objections, handle them flexibly.
• Intervene successfully in pre-sales with salespeople
  • Share useful information.
  • Divide roles.
  • Expose the "just enough" of the technique by focusing on "added value for the customer".
  • How to react if the salesperson gives incorrect information.
• Master customer relations in the production and after-sales phases
  • Identify the importance of these stages for the client.
  • Initiate useful contacts and frame the expected intervention.
  • Maintain contact until the end of his intervention.
  • Dealing with delicate situations: delay, bad news; aggressive interlocutors, in bad faith; unacceptable customer dissatisfaction.
• Remote activity
  • Three modules: "The art of conviction through listening. Go. A"; "The art of conviction through listening. Go. B" and "Arguing according to the customer profile".