Internal Sales

Internal Sales

Active customer management as competitive advantage

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.


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

Classroom training

2 days of classroom training