“Take care of your customers otherwise your competitors will take care of them.”

Anonymous

Conflict Prevention and Management / PREVENT

Basic subjects

• Factors of successful communication
• Personal motivation types
• Psychological aspects of the conflict:
• Principal types of the interpersonal conflicts
• Application of the transactional analysis (TA) in the interpersonal contacts
• Motivation hierarchy of needs
• Management of the stress situations
• Individual action plan

Effective Phone Calls / CALL

Basic subjects

• Different sales situations and influencing factors
• “Sales Talk” algorithm for phone calls (structure, standards, exercises)
• Correct marketing messages – USP (unique sales proposition) formation by phone
• Phone communication (voice control) skills (articulation, diction, and oratory exercises)
• Production of the typical client psychological profile
• Different psychological motivation profiles of the person (individual testing)
• Use of TA (transactional analysis) and OK corral for the assessment of the client’s psychological situation (exercises)
• Conflict prevention and resolution of controversies
• Positivity training (Application of NLP methods for self-training, autogenic training)
• Personal charisma in the communication with clients
• Individual development and self-training plan

Cross-Selling in Customer Service / EXTRA

Basic subjects

• Peculiarities and tendencies in selling psychology
• Businessman behaviour in persistent (cross-selling) sales (assessment of the individual efficiency in the selling situations)
• Assessment of the individual behaviour type (empathy and influence ratio)
• Cross-selling situations according to different personality profiles
• Persistent selling (cross-selling) model ACCEPT (algorithm exercises)
• Personal charisma in customer service
• Individual development plan