Introduction and Course Overview: The foundation for success in almost any career, is the ability to express yourself clearly, solve problems and adapt to new situations. Building personal and professional relationships are the key to success in these areas, but it's true to say that some people appear to just 'get on with people' while others seem to have a mountain to climb. Building better relationships with your most profitable customers is vital. All customers are not the same and the level of service delivered should be segmented.
Building better relationships with your most profitable customers is vital. You need to start focusing better attention on your most profitable customers or somebody else will. Pareto's principle suggests 20% of your customers are responsible for 80% of your revenue so why treat all your customers the same. If you want to improve your relationship building skills, our course will surely help.
Key learning outcomes
Understand buyer behaviour.
Understand your customer's decision making processes.
Add value to your customers.
Understand the value proposition and how it offers win/win outcomes.
Develop rapport with customers.
Actively listen and use questioning skills to understand customer's needs better.
Use laddering techniques to understand buyer motivation.
Position the value of the product or service rather than the price.
Communicate better with different cultures.
Communicate better with different generations, different personalities and different generations.
Implement CRM strategies to develop long-term relationships.
Have confidence asking for referral business.
Build levels of trust in the relationship.
Build better win/win relationships with stakeholders.
About Positive Relationships
Forced Relationships
Influences in Forming and Building Relationships
Why we Need Positive Relationships
Identifying what you Need from Relationships
Models of Behaviour
How we communicate, the parts of communication and the importance attached to each part.
The Betari Box
Strokes
Transactional Analysis and Ego States
The Three Parts of Communication
Assertiveness vs Responsiveness
Building Rapport
Communication is a two-way street: learn the benefits and barriers to communication face to face or by phone.
What Is Rapport Building
6 Tips for Establishing Rapport
6 Tips for Building Rapport
Increasing your Likeability Factor
Why do we like some people instantly and find others harder to communicate with? See how we can improve our skills in this area.
Being Capable
Being Caring
Being Uplifting
How to Increase your Likeability Factor
Being Amiable
Being Dependable
The Assertive Approach to Relationships
Learn about the communication wheel, which is the model by which most human communications work including elements of understanding, respect and affection.
Saying No Nicely
The Three Step Approach to Assertive Behaviour
The Assertive Approach
Understanding Different Behaviour Types
The Need to Be Assertive
Influencing Relationships
Understand how physical and psychological stressors can impact of the human voice.
Difficult Relationships
Whats in it for Me? (WIIFM)
Power and Influencing
Dale Carnegie and Self Awareness
Dale Carnegie
Openness, Disclosure and Feedback
Learn about aggressive, passive (submissive) and assertive behaviours and how they impact on interpersonal skills.
Giving and Receiving Feedback
Trust and Respect
The Psychological Contract
What Is Disclosure?
The Johari Window
Effective Networking
Understand how to prepare to act assertively by using the 3 steps approach to assertive behaviour. Identify your strengths and weaknesses.
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