Positive Selling: Understanding Customers (half day)

Positive Selling: Understanding Customers


It is a sales person’s job to deal with a variety of customers daily all with their individual complex personalities, expectations, desires and varying standards of acceptance. Understanding the make-up of people and how to read them constructively will enhance communication and benefit sales. This practical workshop looks at customer interaction through role-plays, and will give participants valuable life skills in which to approach people positively.

Understanding customers

  • Customer types
  • Varying complex personalities
  • The make-up of a customer
  • How does the customer want you to treat him?
  • Reading customers

Positive communication

  • Your voice tonality
  • Your body language
  • Engaging or disengaging
  • Staying positive

Recognizing buying signals

  • Requesting a quote/ price
  • Asking for alternative products/services
  • Asking for back-up service or guarantees

Taking a step further

  • Offering more than the customer needs?
  • Up sell and cross sell
  • Being passionate about what you do
  • Generating referrals

Post Mortem

  • Effects of winning/losing a customer