1. Improve the quality and efficiency of customer relationships.
2. Create and maintain a partner relationship with customers.
3. Address customer needs with understanding and efficiency.
4. Turn customer dissatisfaction into satisfaction and sales opportunities.
5. Communicate sales needs in a constructive manner.
6. Promote your services to customers.
7. Reach mutually satisfactory agreements.

1. UNDERSTAND THE KEYS TO CUSTOMER SATISFACTION

• Mutual satisfaction, the basis for a long-term relationship
• Understand the customer's point of view and needs
• Identify the 5 criteria of a partner relationship.

2. LISTENING TO THE CUSTOMER AND UNDERSTANDING HIS NEEDS

• Avoiding the 8 barriers to communication
• Actively listen to your client's concerns
• Understand your client's real problems and needs

3. FACILITATE THE CLIENT'S DECISION

• Effectively meet the needs of your clients
• Act as a consultant: help your client to solve his problem
• Guide his client through the 6 steps of the decision making process
• Present the added value of its products and services for its clients

4. SOLVE PROBLEMS EFFECTIVELY WITH YOUR CLIENT

• Why the customer is not always right: how to say no and keep your customer
• The 3 elements and 2 processes of constructive confrontation
• Valuing authentic communication with your clients
• Communicating your needs to prevent conflicts

5. CONCLUDING WIN-WIN AGREEMENTS WITH YOUR CLIENT

• Be aware of the risks of a win-lose relationship
• Understand the benefits of a win-win relationship
• Show the client that you have their best interests at heart
• De-escalate the emotional response to get the client to cooperate
• Reach mutually satisfactory solutions

6. IMPROVE YOUR PERFORMANCE

• Establish a personal development plan to reach your goals

Any professional consultant, representative or salesperson who wants to maintain satisfactory long-term relationships with their clients.

To maximize the training periods, the number of participants is limited to 12 per group.