Title: Work with significant clients
Trainer(s): Amanda Keruze
Benefits for you and your organization
This seminar will promote ability to ably establish and keep up long-term contacts with clients. It will help also to realize you and contact partners, and their action.
Seminar goal
The goal of this seminar is to promote participants’ professional competencies in effective interface, and long term relationship development and maintenance with significant clients and also to perfect selling skills.
Seminar themes
| Long term relation process | Contacting process periods, ways and frequencyContacting process periods, ways and frequency |
| Enterprise’s corporative culture in interface with client | Exploration of enterprise’s values. Expression of enterprise’s types in interface with client |
| Question techniques in clients’ needs clarifying | Question types and their usage possibilities. Clients’ needs clarification |
| Experience’s, feeling expression types, their content | Image building with words. Positive language usage. Active words. Recommendations that provoke client’s behaviour. Work with negative emotions |
| Relation developing with client | Relation analysis determining the leading EGO position (after E.Bern) |
| Worker’s feeling in work with clients | What I really say? What I want to achieve?. How I feel? What I think about my relations with client? |
| Non-verbal communication | Body language, it usage possibilities in work with client |
| Behaviour models | Behaviour that promotes loyalty formation. “Winner” or “loser” behaviour models |
| Work with clients’ objections | Confutation of objections |
| Service quality circles | Feed-back from clients and salespeople about product and service quality. Analysis of collected information. Further action plan and it realization |
| Active listening | Rephrasing and key-word usage |
| Conversation building | Interchange of greetings. Dialogue management, information collection. Conversation generalizing and leave. |
Methodology
There have been used the interactive methods in this seminar. Behaviour type explaining, modelling and usage are also included during the group training utilizing the feed-back from trainer and participants.
Participants
Employees whose duties are connected with service to significant clients.
Lecturer’s competence
Amanda Íeruţe has obtained psychoterapist’s education in France at P.Boisen Psychoorganic analysis psychotherapy school, as well as holds a master’s degree from University of Latvia Faculty of Psychology. At present she practices in Latvia both as a psychotherapist and a group psyhological training leader. The lecturer has practical experience in sales and negotiation management with customers gained during her work for international airline companies. Ms. Amanda is also experienced in marketing manager duties then managing Latvian group of trading representatives of an airline company.
Amanda Íeruţe is a trainer at the seminars "Stress management" and "Team building" in "Eiro Personâls".
Seminar duration: 2 - 3 days
