|
Download PDF
Objectives
 Acquire techniques to handle complaints
Deal with stress occuring from complaints
Concerned people
Sales persons
Telemarketers
Duration
2 days. Possible to be individually coached.
Pedagogy
Lecture
Experience shared with the participants
Practical exercises:
Experienced situations study (from the participants or suggested)
Game: Multiple-choice questionnaire
Self-evaluation form |
Know-How acquired - Programme
|
Efficiently, without stress |
 How to create a favorable meeting spirit?
Importance of a good start
Keys for a good start : A good start fundamental methods
Learning how to slow down pressure
Why slowing down pressure?
Your physical attitude
Your mental attitude
Anticipate possible conflicts
Life positions
Basic rules to prevent from conflicts
Understand the other’s point of view
A state of mind for a good audition
Sentences to accept discontent
The answer to complaint
The first complaint handling technique: Prepare OR (Objection Reply)
The Second technique: Put OCRE (Objection Cushion REply)
Third technique: Be COOL (Cushion – Objection Importance – Other objections – Lock) Fourth technique : call the cavalry !
Handling tricky situations
No-grossness technique
Calming down the agression
Controlling the attempt
Evacuating the « unsaid », a reluctance, a breakdown
Control your stress
Better safe than sorry
How to handle your stress?
|
