Study Guide

Objective

Having completed the course the student
• knows how to prepare for a sales negotiation
• recognises and uses different negotiation techniques in different roles in different sales negotiations
• recognises different interaction styles and can justify arguments based on them
• recognises the customer value and communicates it to the customer
• manages the whole sales negotiation process
• is aware of different practices in customer retention

Content

• Preparing for a sales negotiation
• Stages of a sales negotiation and managing the process
• Adaptive customer encounters
• Negotiation techniques and roles
• Need assessment techniques
• Customer engagement and closing the deal
• Sales follow up
• Tutoring

Evaluation scale

H-5