Handling difficulties and signing a contract

Aim: Learning to handle sales process, especially its breaking points, finishing a sale, negotiating price.

Course Topics:

• Communication strategies of sales negotiation (neuro-linguistic programming, repetition, reflexion, mirroring, WIN-WIN strategies, active listening techniques, positive programming)
• Self-assertion when dealing with a customer
• Difficulties of sales negotiation („attuning“ to the customer, incompatible personalities, handling objections, disinterest, embarrassing moments, …)
• Breaking points of sales negotiation (silence, irrational or aggressive behaviour of the customer, passive forms of aggression,…)
• Change and reaction to change (flexibility in sales negotiation)
• Finishing a sale and finalising a contract
• Customer care after a sale