Internal Sales
Key details of this training course
Selling is a team sport. A well-positioned back office is a decisive factor for success. The better you understand how your customers make decisions and “decode” messages at all levels, the more consistently you control this process in customer care. In doing so, your customers are placed at the centre of your actions, as your customers decide and evaluate for their own reasons. This training provides tools that enable your back office staff to maintain control and establish professional customer management.
Duration
approx. 15 hrs
Course format
classroom training
blended learning
Target group
- Back office staff
- Employees in the customer care departments
- Employees in the complaints department
- Employees who are to be prepared for tasks in the back office
- Team leaders who want to develop their back-office teams
Contents in detail
- Basics of Human Behaviour
- Inner attitude and dealing with stress
- Role behaviour
- Impact factors in communication (telephone/video calls)
- Positive language patterns
- Introduction to dialogue techniques
- Evaluation of messages
Scope of the Course
Blended learning
approx. 10 hrs of digital self-learning units
2 x 60 minutes of virtual classroom
1 day of classroom training
2 x 60 minutes of virtual classroom
1 day of classroom training
Classroom training
2 days of classroom training
