№

Theme

Duration of hours

Module 1 – How does the sales process occur?

• Sales phases
• Sales alphabet – ABC matrix
• The pyramid of “request and suspicion”
• The costumer expectation during sales process
• The seller expectation during the sales process

1,5

         2.

Module 2 – Phases of sale. Approaches

• The initial impression on sale
• Diagnoses of customer values
• Questioning ability. Types of questions and their purposes of use
• Why customer notes are important?

2

          3.

Module 3. Phases of sale. Negotiations

• Presentation of a product
• Presentation of the FAB technique
• Methods of the presentation: verbal and emotional
• Comparison with opponents

1,5

         4.

  Module 4 - Support factor on sale. Merchandising.

• What is merchandising? Why is used?
• Main principles of Merchandising

1

          5.

  Module 5. Phases of sale. Customer protest and binding

• What is a customer protest?
• Work principles of customer protests and  their eliminating methods
• What is the binding of sale
• Sale binding methods

2

         6.

   Module 6 - Post-sale stage. CRM

• What is CRM? What does it serve?
• The customer base and the working principles