Domain 01

Management & Financial Management

Approved training

MODULE D1/01: SALES

Lesson 01: Sales Preparation

A - PROSPECTING

  1. Define prospects
  2. Create a prospect profile
  3. GDPR compliance

B - SALES PREPARATION

  1. Set sales objectives
  2. Build an action plan
  3. Develop a prospecting plan
  4. Choose methods
  5. Prepare sales materials

Lesson 02: Sales Techniques

C - SALES TECHNIQUES

  1. Overview of techniques
  2. The 12 sales techniques
  3. Summary

D - BECOMING A GOOD SALES PROFESSIONAL

  1. Key qualities
  2. Sales posture

E - SUCCESSFUL SALES

  1. Sales pitch
  2. Active listening
  3. Role-playing

Lesson 03: Handling Objections

F - MANAGING OBJECTIONS

  1. Understand negotiation
  2. Types of objections
  3. Anticipate objections
  4. Tactical empathy
  5. Understanding “no”
  6. Effective questioning
  7. Response techniques
  8. Price negotiation

G - CLOSING THE SALE

  1. Closing techniques
  2. Long-term customer relationships

MODULE D1/02: SALES ARGUMENT & SALES MEETING

Lesson 01: Conducting a Sales Meeting

A - SALES ARGUMENT

  1. Definition
  2. Build a strong argument
  3. CAB method

B - SALES BEHAVIOR

  1. Be proactive
  2. Verbal communication
  3. Non-verbal communication
  4. Key skills

C - SALES PROCESS

  1. 7 customer welcome rules
  2. The sales act
  3. Closing the sale

Lesson 02: Sales Techniques

D - FUNDAMENTALS

  1. Definition

E - DISCOVERY PHASE

  1. Definition
  2. Discovery plan
  3. Cold reading / customer reading
  4. Active listening

F - PRODUCT ARGUMENT

  1. Definition
  2. Product presentation
  3. Types of arguments

Lesson 03: In-store Sales & Storytelling

G - PROFESSIONAL ENVIRONMENT

  1. Context knowledge

H - CUSTOMER DISCOURSE

  1. Advise effectively
  2. Adapt your message

I - SONCAS

  1. Definition
  2. Customer profiles
  3. Examples

J - SALES METHOD

  1. Sales process
  2. Performance criteria
  3. Knowledge mastery
  4. Interview guide

K - STORYTELLING

  1. Definition

L - TYPES OF PURCHASES

  1. Different behaviors

M - CASE STUDIES

  1. Examples and scenarios

N - CONCLUSION

  1. Summary

MODULE D1/03: CUSTOMER RELATIONSHIP & CRM

Lesson 01: Introduction & CRM

A - CONTEXT & DEFINITIONS

  1. The 7 buying emotions
  2. Greed
  3. Fear
  4. Curiosity
  5. Pride
  6. Shame / obligation
  7. Joy / humor
  8. Need

B - CRM

  1. Definition of Customer Relationship Management
  2. CRM in practice
  3. Importance of knowing your customer
  4. CRM tools
  5. Focus on Salesforce
  6. CRM value in a company

Lesson 02: Context & Customer Relationship

C - OMNICHANNEL CUSTOMER

  1. Definition of omnichannel
  2. Customer-centric approach
  3. Omnichannel CRM
  4. Role with omnichannel customer
  5. Goal: loyalty

D - THE SELLER AT THE HEART OF THE RELATIONSHIP

  1. Brand ambassador
  2. Transmit values
  3. Product expertise
  4. Respect merchandising
  5. Provide advice
  6. Handle complaints

E - CRM SUMMARY

  1. Key takeaways

Lesson 03: Loyalty & Performance

F - PRACTICAL APPLICATION

  1. Research work
  2. Price comparison study
  3. Sales pitch writing
  4. Discovery plan
  5. Handling objections
  6. Customer retention

G - SELLER AT THE CORE OF CUSTOMER RELATIONSHIP

  1. Strategic role of the seller

H - CONCLUSION

  1. Overall summary