Increase your sales by improving your emotional intelligence
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Increase your sales by improving your emotional intelligence

Differentiate yourself from your competition by creating a personal bond with your customers.

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Our courses are financed through the applying to a bursary system in social security quotas. This is 100% reimbursable training. In other words, it’s free. Find out more from your HR dept.

  • What are the educational goals of the training course?

    This course of the Sales Management category aims to:

    • Provide the keys for applying emotional intelligence, empathy and persuasive communication to sales in order to achieve a personal bond with your customers setting you apart from your competition, to go from being just a simple sales person to becoming a business advisor bringing customised added value to your clients.
    • Reflect on the practical application of the behaviours for day to day success in the skill.

    Who is this course intended for?

    This course may be taken by any professional practising their profession in the commercial arena. In particular those people working in sectors with strong market competition and with highly demanding business targets requiring stable and continuing relationships to be achieved with customers.  

    What professional competences will you develop during the course?

    Applying emotional intelligence in sales requires putting into play a series of skills and behaviours that not only make it possible to increase sales, but also for adapting to the specific needs of each customer and to connect emotionally with him to build trust.
    In this course you will learn how to:

    • Perform a self-analysis of strengths and weaknesses: self-concept and self regulation as a sales person to establish action plans that give you the opportunity to improve.
    • Convey trust and security to the customer; achieve feeling with him in order to qualify as a consultant.
    • Be able to accept customer rejection and self-motivate, particularly in cases where there is aggressiveness or bad manners from the customer or when meeting business targets is very difficult.
    • Adapt behaviour to the emotional state of the client in order to connect with the person.
    • Make a commitment to customer satisfaction to make a difference.

    Who are the experts accompanying you on the training course?

    Juan Carlos Alcaide - GURU

    Manager and founder of MdS. Expert in Marketing, Customer Loyalty and Experience; lecturer and teacher at several Universities and Business Schools (ESIC, EAE, EOI, CEU, European Business Forum-University Foundation- Enterprise of the University of Valencia, etc.). He is also a member of the Advisory Committee of the National Congress of Marketing and Sales of the Association for the Advancement of Management and author of the book "Los 10 errores de la Experiencia del Cliente".

    "To ensure customer satisfaction and to build customer loyalty it is essential to produce an outstanding buying experience."

    How can you enjoy this content?

    Self-development course

    InfoComplete course in multimedia format combining theoretical concepts endorsed by the most prestigious authors, the most effective techniques and methods and interactive resources with a great pedagogical impact for learning the skill, its benefits and key behaviours.
    Duration: 6 hours
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  • 1. INTRODUCTION

    • Explanation by Juan Carlos Alcaide on the main keys for applying emotional intelligence on the sale.
    • Making the student aware of the reasons why the development of this skill is recommended.

     

    2. DEFINITION OF THE SKILL

    • Introduction to the behaviour.
    • Self-assessment quiz.
    • Emotions and customers.
      • Most of the circumstances in a pleasant sale are intangible and emotional.
      • We decide on the emotional base and justify it on the rational base.
    • Emotions and sales people.
      • Types of sales people
    • Self-assessment quiz.
    • Definitions of emotional intelligence.
      • Model of emotional intelligence Goleman.
      • Possible reactions of a sales person to his sales targets.
    • Benefits of emotional intelligence.
    • Key for enhancing emotional intelligence applied to sales.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    3. PERFORMING SELF-ANALYSIS OF STRENGTHS AND WEAKNESSES: SELF-CONCEPT AND SELF-REGULATION

    • Introduction to the behaviour.
      • Self-evaluation of knowledge.
    • Benefits of self-analysis.
    • Emotions at every stage of the sale.
      • Take self-awareness.
      • Analyse the suitability of emotion.
      • Redirect weaknesses and limiting emotions.
        • Strategies to redirect emotions.
    • Self-analysis process.
      • Stages of self-analysis.
    • Moments of emotional self-analysis.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    4. CONVEY CONFIDENCE AND SECURITY TO THE CUSTOMER: TO ACHIEVE FEELING

    • Introduction to the behaviour.
      • Reflect on some consumer habits.
    • Keys for conveying confidence to the customer (according to IESE).
    • Benefits of confidence.
    • Key behaviours for producing feeling.
      • Prepare the business interview.
      • Support speech with suitable non-verbal language.
      • Ask.
    • The "C" for building trust.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    5. TO BE ABLE TO ACCEPT THE REJECTION OF THE CLIENT: SELF-MOTIVATION

    • Introduction to the behaviour.
    • Benefits of self-motivation for sales people.
    • The sales person's motivation levels.
      • Characteristics of the sales person according to their motivation.
    • Behaviours for enhancing self-motivation.
      • Self-evaluation of knowledge.
    • Positive thinking techniques.
      • Motivational statements.
      • Mental games.
      • Time limit.
      • Mental representation.
      • Constructive self-criticism.
      • Setting targets.
    • Key behaviours for using the goals as an instrument for self-motivation effectively.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    6. ADAPT THE BEHAVIOUR TO THE CUSTOMER's EMOTIONAL CONDITION

    • Introduction to the behaviour.
    • Emotional stages according to the sales phase.
    • The three sources of mistrust.
      • Self-evaluation of knowledge.
      • Fear.
        • Strategies for overcoming customer fears.
      • Anger.
        • Strategies for overcoming customer's anger.
      • Sadness.
        • Strategies for overcoming the customer's sadness.
      • Joy.
    • Self-evaluation of knowledge.
    • Key to adapting the behaviour to the emotional state of the customer.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    7. COMMIT YOURSELF TO CUSTOMER SATISFACTION

    • Introduction to the behaviour.
    • Benefits of customer commitment.
    • Key behaviours for producing commitment.
      • Actively work to get to know the customer.
        • Questions to ask for getting to know the customer.
        • Self-evaluation of knowledge.
      • Building alliances.
        • Keys for demonstrating commitment to the customer.
      • Actively seek customer feedback.
    • Keys for understanding the views of customers.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    8. CONCLUSIONS

    • Decalogue of good practices.
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