Description

This training in dealing with difficult customers will provide all those who are in contact with multiple customers with a method for managing delicate, tense, even conflictual relationships, using assertiveness techniques. Better understand your own weaknesses and how to overcome them, better decode the destabilizing behavior of your interlocutors and know how to defuse them, dare more and ask calmly: simple techniques for immediate results when dealing with difficult customers.

Who is this training for ?

For whom ?

Anyone wishing to assert themselves better in their commercial relationship and have their commitments respected. Salesperson, technical salesperson, sales engineer, key account manager, sales assistant, pre-sales employee.

Prerequisites

None.

Training objectives

Thwart customers' attempts at aggression, manipulation or escape. Dare to say 'no' with confidence.

Formulate and manage criticism with more confidence.

Enforce your commitments.

Training program

• Evaluate your reactions in business relationships
  • Evaluate your level of assertiveness.
  • Identify the 3 ineffective behaviors: passivity; aggressiveness; manipulation.
  • The principles of assertiveness.
• Respond to passive, aggressive and manipulative customer behavior
  • Identify attitudes among your customers.
  • Get a passive customer to engage.
  • Deal with aggressiveness.
  • Defuse manipulation.
• Dare to assert yourself calmly in front of customers
  • Express criticism positively with the DESC method.
  • Dare to ask in order to obtain.
  • Know how to
  • Understand the need behind the request expressed.
  • Say
• Manage customer reviews and avoid conflicts
  • Identify risky situations.
  • Manage unjustified criticism.
  • Build a valid solution for the client and for yourself.