• Preparing for a negotiation.

• The principles of a good negociation to achieve a win-win outcome

• Seeking long-term solutions

• Identifying the true motivation behind the argumentation

• Negotiating from unequal power relations

• What if negotiation is impossible?

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• Preparing a prospection or follow-up meeting

• Drafting the elevator pitch

• Sellogram

• Frequently Asked Questions

• Dealing with resistance

• Customer psychology

• Being able to make an agreement by telephone

• The sales pitch

• Dealing with complaints

• Holding challenging commercial meetings

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• Customer-oriented actions

• Understanding your customer and his needs

• The 3 levels of a customer-oriented approach

•  Communicating via telephone, e-mail and face-to-face

• Responding to the customer's different behaviours

• Having difficult discussions in a correct manner

• Dealing with complaints

• The correct way to say ‘no’ to customers