Active Listening to Identify the Customer’s Deepest Needs - Module 2: Becoming a Salesperson

At the end of the training course, participants will be able to:

• adopt a non-judgmental attitude

• use active listening techniques in different situations

• improve their interpersonal communication skills

Introduction

• Why is listening difficult?

• Being attentive, hearing, describing

• Increasing awareness of your environment in the present moment

Challenges of active listening

• Avoiding communication pitfalls

• Exploring different ways of listening

• Distinguishing between facts, opinions, feelings and judgements

Using active listening techniques

• Definition, tips, implementation

• Asking the right questions

• The uses of rephrasing

• Observing and listening to what is not said: para- and non-verbal elements

Listening in delicate situations

• Dealing with situations of aggression, conflict, customer complaints, manipulation, etc.

• (Re)establishing a relationship of trust by listening without judging

People moving into a sales role or wishing to consolidate their sales skills and obtain a certification.

At the end of the training, the participants will receive a certificate of attendance delivered by the House of Training.