Course objectives:

• Initiates interactions and establishes rapport with others
• Develops effective working relationships with others ( staff, peers, supervisors , customers )
• Works cooperatively with others despite difference in values cultures or opinions
• Shows an awareness of or sensitivity to the needs concerns and perspectives of others
• Treats people with respect and fairness (eg ,is open minded,nonjudgmental)
• Tactfully expresses disagreement
• Addresses disagreement or conflict in a direct nad straight forward manner
• Identifies areas of agreement and builds consensus around them

Course outlines:

• Understand buyer behavior.
• Understand your customer's decision making processes.
• Add value to your customers.
• Understand the value proposition and how it offers win/win outcomes.
• Develop rapport with customers.
• Actively listen and use questioning skills to understand customer's needs better.
• Use laddering techniques to understand buyer motivation.
• Position the value of the product or service rather than the price.
• Communicate better with different cultures.
• Communicate better with different generations, different personalities and different generations.
• Implement CRM strategies to develop long-term relationships.
• Have confidence asking for referral business.
• Build levels of trust in the relationship.
• Build better win/win relationships with stakeholders.

Who Can Benefit?

• Employees
• Supervisors
•  Team Leaders
• Senior Managers 

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