Course outline for
Building Trust to Win the Sale

Session One: Course Overview

Course Overview

Learning Objectives

Pre-Assignment

Pre-Course Assessment

Session Two: Building Credibility

First Impressions

Session Three: The Competition

Addressing the Competition

Session Four: Critical Communication Skills

Active Listening

Listening for Accuracy

Powerful Questions

Session Five: Observation Skills

What to Look For

Session Six: Handling Customer Complaints

Find Complaints and Fix Them

Change the Outcome

Session Seven: Overcoming Objections

What are Objections?

Pre-Assignment Review

Session Eight: Handling Objections

Universal Strategies

Specific Strategies

Session Nine: Pricing Issues

Handling Pricing Objections

Skill Building Exercise

Reflection

Session Ten: The Benefits of Teamwork

Understanding the Value of Teamwork

Session Eleven: Buying Signals

Reading the Signs

Session Twelve: Closing the Sale

Closing Techniques

Activities to Close the Sale

Sell it to Me

Presentations

Personal Action Plan

Course Summary

Recommended Reading List

Post-Course Assessment

Pre- and Post- Course Assessment Answer Keys

Pre-Course Assessment

Post-Course Assessment

Assignment Answer Key

Session Two: Building Credibility

Session Four: Critical Communication Skills

Session Six: Handling Customer Complaints

Session Seven: Overcoming Objections

Session Eight: Handling Objections

Session Nine: Pricing Issues

Session Ten: The Benefits of Teamwork