Module 1 — Building Rapport
Objectives: Identify ways to build trust; create and maintain strong first impressions. The Trust Equation
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- Credibility, Reliability, Intimacy ↓ Self Orientation.
- Debrief: What behaviors raise each factor? What reduces self orientation?
- First Impressions
- Listening first; confident, warm tone; respectful, empathetic written follow ups; set/meet expectations.
- Rapport Tactics
- Personalize (use names); reference specifics (industry, goals); lead with value/outcomes; ask insightful questions; find common ground; match/mirror appropriately.
- Role Play (Scenario 1: Building Rapport)
- 1–2 minutes to demonstrate rapid rapport with a new prospect; observer gives one “strength” and one “do differently.”
Module 2 — Understanding Customers
Objectives: Understand customer perceptions/motivations; adapt to personal needs
- Customer Motivators
- Value, Availability, Quality, Relationship, Expertise—what cues reveal each; how to respond. Group exercise: two motivator breakouts
- Personal Needs Wheel
- Profiles (Achiever/Success; Contributor/Acceptance; Logical Thinker/Structure; Evaluator/Caution; Expert/Attention; Director/Control).
- Breakouts: “3–4 best practices to communicate with your assigned need; what not to do.”
- Application to Your Own Customer
- Reflect on a recent (possibly challenging) interaction; identify motivators and top two needs; redesign your approach for a better outcome.
Module 3 — Using Communication Skills Effectively
Objectives: Use assertive techniques; strengthen listening; improve questioning; practice empathy.
- Agressive vs Passive vs Assertive
- Assertive body language & tone checklist (posture, eye contact, gestures, pace, volume, pitch). Practice in triads.
- Signals that Carry Meaning
- Explore verbal, para verbal, and non verbal channels (discuss typical “7 38 55” interpretation and its limits in context).
- Listening: 10 Habits
- From valuing the interaction and maintaining eye contact to clarifying, note taking, and confirming understanding. Self assessment: Always / Sometimes / Need More.
- Questioning Skills
- Open vs closed questions (reframing drill); “turn statements into probes” exercise.
- LISTEN Framework
- Learn the situation → Identify the issue → Surface the impact → Target the priority → Explore options → Next steps; sample prompts and partner practice.
- Emotional Intelligence & Empathy
- Triggers and self regulation (six second pause; time out; breathing/visualization; reframing self talk).
- De escalation signals (phone/email); language to avoid (“always/never,” “should/shouldn’t”).
- mpathy formula: “Sounds like you’re [feeling] about/because [fact]. Pause and listen.” Practice with scenarios
Module 4 — Dealing with Pushback/Objections
Objectives: Increase confidence with objections; follow a simple handling sequence Method:
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- Listen (no interruptions) → Empathize/Acknowledge → Clarify (“What’s behind that?”) → Respond (calm, factual) → Navigate Options → Agree Next Steps (“Does that address your concern?”).
- Common Objections
- “Fees seem high,” “Happy with current provider,” “Need to think about it,” “Now’s not a good time”—model answers and transitions.
- Triad Scenario
- Client: “This feels like more than we need.” Run 2–3 minute conversations; observers provide behavioral feedback.
Module 5 — Next Steps & Integration
Objectives: Integrate skills and lock in behavior change. Final Considerations
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- Techniques to ensure alignment at the end of a customer interaction (clear recap, confirm decisions, next steps, ownership, timing).
- “The Scenario”
- Customer: “Our system has been running slower lately…” Rep must ask 4–6 questions before offering solutions; use plain language; optional “customer details” on request; observer rubric provided.
- Reflection & Commitments
- “What was most helpful? Your single biggest takeaway to enhance relationships?” Capture 1–2 commitments per participant
