The A.D.A.P.T. method
SALES AND CUSTOMER EXPERIENCE
Sales Training
Our sales training programs are very different from typical hard charging, close at any cost, fast-talking techniques normally seen in sales training. We focus on your clients’ needs because we believe that clients who enjoyed their purchasing experience will come back and send their friends. We also know for a fact that you will retain competent sales staff if they feel that they don’t have to trade their integrity for their sales numbers. Our techniques are designed to train your sales staff to provide the best advice and help their clients make the best purchasing decision. Our programs are customized to different sales environments such as retail sales (B2C), business to business (B2B), concept and services sales and add-on and value-added selling.
Contact Us!
514.571.5623
info@groupeeffica.com
And improve your business results in a sustainable way.
Contents
Module 1
ANTI-PRESSURE selling it starts with the client
The customer’s purchasing process
Different types of consumers
Let’s ADAPT
Module 2
Client experience: from lip service to doing it
Active greeting
Directing: responding to real needs
Module 3
No need to sell help the client buy
Conscious needs
Prices and product: the 4 buying motivations
YOU – WE – YOU: give each client his own reasons to buy
Module 4
Closing, objections, negotiation: convincing without conflict
The psychology of closing
The psychology of objections and negotiation
The buying momentum
Getting the client to change his mind… on his own
STAFF – AFTER-SALES SERVICE
GIVE SATISFACTION,
LEAVE A GOOD IMPRESSION
AND SURVIVE ANGRY CUSTOMERS
Client Experience Training
The big buzz word theses days is Customer Experience. Customer service goes further than client experience. It is a set of practices and standards that must differentiate your business and transform customer service opportunities into business development. Beyond a pleasant experience, your staff must solve client issues and defuse emotional situations. This training is anchored in the reality of your business processes and logistical constraints.
Contact Us!
514.571.5623
info@groupeeffica.com
And improve your business results in a sustainable way.
CONTENTS
Module 1
Your mission: to create the perception of satisfaction
The S.E.T.T.L.E.
The four degrees of dissatisfaction
When emotions overcome reason
The moment of truth
Module 2
Listen first
Secure/reassure it’s the customer’s first need
Explore: sort out facts from emotions
Module 3
Controlling the conversation
Tackle expectations: under promise – over deliver
Test the client’s reaction: lower the temperature
Module 4
Go from problems to solutions
Lead: the client is part of the solution
Engage the follow up process
EFFECTIVE BUSINESS STRATEGIES
MOTIVATED AND COMPETENT PERSONNEL
Sales Management Training
This program installs leadership, management and coaching practices designed to execute your business strategies. It is the key ingredient that provides a measurable return on your training investment.
Contact Us!
514.571.5623
info@groupeeffica.com
And improve your business results in a sustainable way.
Contents
Module 1
AIM FOR BETTER BUSINESS RESULTS
The A.S.S.E.T. method
Analysis: results and opportunities
Strategy: what to focus on
Sales plan got get the cash
Execution: plan your work – work your plan
Time + tactics: now get it done!
Module 2
PROFITABLE PROJECTS AND PRACTICES
Projects and practices: measurable results
Execution: results from activity and behaviour
Resources : assemble success factors
Module 3
PERSONNEL (part 1)– MOTIVATION BEYOND PAY
Direct with clear goals and expectations
Inspire: move to deliver expectations
Module 4
PERSONNEL (part 2) – WORK WITH THE BEST COLLABORATORS
Enable: coach and build competencies
Measure progress and results