Course Name

Winning Over Difficult Customers

Contact Hours: 10

Course Description

Concerns, objections and difficulties in customers come in a variety of styles. They might be uncertain, angry, clammed up or just plain rude. If you and your customer could read each other`s mind there would likely be none or at least few of these encounters. The reality is your customer has previous buying experiences that influence their experience with you. Plan for these times; they are actually customers asking questions, call for more information and acting in ways that satisfy their own needs. Seek out the reasons for our interpersonal difficulties and what makes people different. Have a framework for identifying the different roles that people assume when they are being `difficult.`

Outcome

At the end of the training participants will be able to: Have a different perspective of interpersonal relationships. Understand that people are more different than they are difficult Have more strategies to communicate better with all types of people Better adapt to others creating better relationships, both personally and professionally Have more options to handle difficult situations Notice increased business success

Assessment

At the end of this course the students will receive an exam of true/false questions to determine their comprehension of the material covered.

Outline

LESSON 1 Dealing with Different People Discover what 2 key things make people different. Discover four behavioral types and which type most fits you. Learn the communication needs of each style and how to adapt your style to better align with theirs. LESSON 2 Dealing with Difficult Situations Discover the most difficult types of situations to deal with and how to disarm and turn the difficulty around. LESSON 3 Better Body Language Determining how non-verbal gestures affect rapport. Understand the relationship between the words you use, how you say things and what your non-verbals communicate. LESSON 4 Better Communication Learn how to give an apology with meaning. Become familiar with general guidelines, RAP, to use in almost any situation with different people.