RETAINING CUSTOMERS USING INFLUENCE AND NEGOTIATION

Course outline

Increased competition and expansion of the internet has bred a generation of ‘serial switchers’ who like to shop around for the best deal.  The desire for a ‘better price’ is a goal for most customers today and a real challenge for businesses.

However, research shows that more than 50% of customers will spend more on products and services if it comes with a first class service. So, when an existing or potential customer says they’re looking for a better price, your people need to articulate the benefits that come from using your business. And if negotiation is involved then you need your people to achieve the best result.

On this course, delegates learn:

• About customers today: the balance between price and quality
• What ‘quality’ means and why it’s still important
• The different needs of ‘potential’ and ‘existing’ customers
• Questions that uncover the real needs: for you and the customer
• How to present the real benefits of the product or service in a compelling way
• Influencing skills – helping customers to understand the benefits of using your business
• How to reassure customers
• The art of negotiation; the key do’s and don’ts to get the best results
• Ways to achieve a win for you, your business and your customer
• How to ensure customer loyalty

This course is relevant for any business that would like to maximise the retention of existing customers and also achieve more sales conversions of new customers.

Note: if your business does not negotiate with customers, then we would focus more on the influencing aspect of the your people’s role.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.