The participants of this workshop get to know the most efficient methods for customer-oriented behaviour in varied conversation situations. Phone calls as well as face-to-face talks with customers and prospects represent a great challenge especially for employees who until then have only little experience. How do I handle stage fright, for example, or ‘difficult clients‘ or challenging situations calmly and successfully? Which expressions should I use for maximum customer-orientation and how do I achieve my aims when doing so? These and other questions important to juniors and intermediates will be answered in this workshop. In video-assisted role plays the newly learned tools and skills are immediately put into practice and optimised by constructive feedback.

Among the topics are:

• Successful acquisition performance – attitude towards the sales task
• The Sales Skills – basic criteria
• Seller types: From missionary to the customer’s partner

• Behaviour during first customer contacts
• Making customer-oriented phone calls
• Overcoming gatekeeper situations
• Dealing with further challenges on the phone

• Rhetorical use of voice and language
• Convincing use of body language (gestures, mimics, posture)
• Avoiding typical mistakes of speech and presentations
• Professional preparation for customer interviews

• Improving personal performance in face-to-face discussions
• The 5 phases of the conversation with the customer
• Presenting convincingly to small boards
• Using presentation media effectively