Objectives of the training
Turn every interaction into an opportunity, and every customer relationship into a growth lever.Targeted audience
Anyone dealing with customers or the Sales and Customer Service DepartmentPrerequisite
Prior to the training session, each participant completes a 45-question questionnaire, which is then confidentially processed to create a “personality inventory”. This support enables each participant to situate and appropriate the concepts, with reference to his or her own personality.Trainers
Benefits for Participants
Establish and evaluate your PCM (Process Communication Model) sales profile.
Improve sales behavioral flexibility.
Optimize past sales learning.
Better manage your behavior in conflict situations.
Better manage any type of customer.
Boost sales effectiveness.
Course architecture
1 - Introduction
Definition of objectives.
Discussions on the challenges encountered in customer relations.
2 - Perceptions
How to establish a win-win relationship from the outset.
Identify the customer's preferred perception to adjust your communication and enrich your behavioral approach.
3 - The 6 personality types
Discover the 6 personality types and their observable and predictable sales behaviors.
Become aware of the obstacles and strengths linked to personality differences.
4 - Personality structure
Presentation of the Process Communication Model: personality structure, individuality, the notion of Base and Phase, the elevator: an essential tool
forrelationship and motivation in sales.
5 - Discovering your own functioning and sales style
Diagnosis of your personality profile. Each participant discovers his or her personality building, with its comfort zones, zones of vigilance and flexibility of adaptation. Discussion.
No information concerning the participant will be divulged or kept by the trainer.
Each participant receives a personalized Profile Process Communication Model Sales booklet.
6 - Interpersonal communication
How to use an approach adapted to each situation?
7 - Motivation, phasing and managing behavior under stress
Positive satisfaction of psychological needs and their repercussions in the sales relationship. Recharge your batteries, manage stress and motivate your contacts. Individual action plan.
Satisfying customers' psychological needs to gain their trust.
Sales strategies to manage behavior under stress and their application.
8 - Adapting to your customer's profile
Communication at the heart of all customer interactions.
Adapting your selling style to the personality of your contacts.
9 - Conclusion
When and how to apply?
Individual action plans.
Pedagogical details
Training architecture
50% theoretical input and 50% practical application Each participant is encouraged to analyze his or her personal situation and build his or her own immediately operational solutions.
Type of training
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quotePrivate or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote