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90-minute live streaming program
  • January 17
  • 1:00 - 2:30 pm EST

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Dealing With Difficult Customers

January 17

Learn effective strategies and best practices in selling to difficult customers.

If you're in sales and customer service, you know all too well the feeling of being thrown off your game by a difficult or demanding customer. You get frustrated because you can't find the right words, and to make matters worse, about 5 minutes after both the customer and the possibility of a sale have gone forever-you think, ‘WHY DIDN'T I SAY THAT?' In this material, you'll learn specific strategies you can use immediately upon returning to work to confidently and effectively find the right words when dealing with demanding-or even angry-customers, make the sale, and transform those difficult customers into raving fans. You'll get step-by-step language patterns, power phrases, danger phrases, free-style scripts, and other tactics to help you effectively respond to difficult customers and keep your cool while making the sale and letting your communication skills shine. This information is critical for customer service and sales representatives who deal with difficult customers, either on the phone or in person, as well as managers and supervisors who deal with customers who have asked to speak to a supervisor.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Overcoming Objections From Difficult and/or Demanding Customers
  • Determine Whether the Objection You're Facing Is a Real Objection or a False One, Using 'Blacklight Questions'
  • Overcome 'Real' Objections Using Either the Tactical 'Solution-Focused Question' for Sales, or the Strategic 3-Step 'Porcupine' Tactic
  • Effectively Reassure Customers That Their Objections Were Heard and Addressed by Using the Two-Step 'Key-Word Recognition and Feedback' Active Listening Technique
Saving the Sale: Dealing With Angry Customers
  • How to Avoid Some of the Most Common 'Danger Phrases' People Unwittingly Say to Angry Customers That Inevitably Make Matters Worse, and How to Use Strategic 'Power Phrases' Instead That Have Been Proven to Defuse the Situation and Save the Sale
  • How to Apologize to a Customer in a Way That Increases the Odds of Transforming the Customer and Saving the Sale Using the '3-Step Tactical Apology'
  • How to Stop a Train-Wreck and Get the Sale Back on Track Using Powerful 'Navigational Phrases' and Other Verbal Tactics
  • How to Say 'No' to a Customer Using the Advanced Three-Step 'Diplomatic Decline' Helping You Not Only Save a Potential Sale, but Boost Your Credibility and Build Customer Trust as Well
Advanced Persuasion Techniques
  • How to Get Through to Difficult Customers You Can't Seem to Connect With by 'Style-Stepping,' Which Involves Using Tactical Verbal Patterns Designed to More Precisely and Specifically Speak to Each Individual Customer's Unique Needs and Style
  • Which Hemisphere of the Brain Is Responsible for Which Part of the Decision-Making Process, and How to Persuade Customers More Effectively by Knowing When and How to Use Both R-Directed (Right-Brain Directed) Language Patterns and L-Directed (Left-Brain Directed) Language Patterns
  • How to Use Simple 'Power Phrases' to Disagree With a Customer and Stand Your Ground When Challenged Without Sounding Argumentative or Disagreeable, and What the 'Danger Phrases' Are You'll Want to Avoid Using That Most Commonly Sabotage Communication Success in These Situations
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Can't Attend?

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on January 17, 2017.

Call 1-866-352-9540 for further credit information.

Live Webinar Registration

No credit available.

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

Who should attend?

This live webinar is designed for sales managers, directors, account managers, presidents, vice presidents, account executives, analysts, consultants and other sales professionals.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Daniel O'Connor

Daniel O'Connor

Power Diversity, LLC

  • Owner of Power Diversity, LLC, OnlineCommunicationTraining.com, and DanOConnorTraining.com, specializing in communication, customer service, and dealing with difficult people communication skills training
  • Focuses on delivering scripts, tactics, power phrases, and tools that attendees can immediately use to become more powerful, positive, effective communicators
  • Writer of many popular communication books and resources, including his latest top-sellers, Say This - NOT THAT!!, and Energy Vampire Slaying:101
  • More than 15 years’ experience speaking, consulting, training, and lecturing, specializing in communication, customer service, and dealing with difficult people at work
  • Recently featured in Woman’s World magazine as one of America’s leading communication experts
  • Host of #1 rated podcast, “Professional Communication Tactics”
  • Recent featured keynote speaker at the European Conference on the Future of the Internet in Hamburg, Germany and featured keynote speaker and special guest to the president of Panama at the American Academy of Matrimonial Lawyers Conference in Panama
  • Hundreds of satisfied companies have worked with him to improve customer service and communication at work, including the U.S. Army, U.S. Air Force, U.S. Forest Service, Apple Computers, MD Anderson, Johns Hopkins University and more
  • Can be contacted at 877-570-1573, [email protected] or www.danoconnortraining.com
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 396466
Published 2017
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