1

Understanding the issues of customer relations

• Representing your company.
• Being consistent with the company's strategic vision.
• Meeting customers' needs and expectations.
• Knowing that supply is often higher than demand.
• The customer is king: Economic issues.

2

Demystifying the sales relationship

• Discovering the fundamentals of the customer relationship.
• Getting the meaning of the enjoyable part of the discussions.
• Understanding motivations and obstacles to customer relations.
• Being operational quickly: Keys.

3

Being available and applying listening techniques

• Applying the active listening technique.
• Being available to learn their needs.
• Knowing how to ask questions: The funnel technique.
• Verifying information by rephrasing.

4

Harmonizing your activity with the sales relationship

• Making your activity an asset.
• Finding behaviors that are right for each situation.
• Having a global view of your company.
• Knowing the different services.
• Making connections between expectations, customers needs, and solutions.
• Drawing on your creative talents.
• Knowing how to take time to organize and experience relationships.
• Translating technical language into benefits and advantages for customers: FAB.

5

Discovering your communication skills

• Encouraging discussions to learn your understanding capabilities.
• Communicating about customers' preferred topics.
• Using the SONCAS approach.
• Strengthening your technical means of expression: Words, body language, looks, gestures, etc.