ПЕРЕГОВОРЫ В КОНФЛИКТНОЙ СИТУАЦИИ
О программе
Содержание
Преподаватели
Продолжительность обучения: 16 ак. ч.
Что делать, если при продаже Вашего продукта (услуги) или при обслуживании клиента возникла конфликтная ситуация?
Как быть, если клиент разозлен и не слышит доводов специалиста Вашего предприятия?
Как договориться с клиентом, если его не устраивают условия сотрудничества или он требует невозможного?
И как при этом сохранить собственные ресурсы и справиться со стрессом и напряжением?
Для специалистов и руководителей отделов продаж и отделов обслуживания клиентов.
По окончании обучения участникам выдается диплом БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ и справка об обучении государственного образца.
Эффективная работа с клиентами.
- Что значит эффективная работа с клиентами. Понятие «маркетинга отношений». Почему для компании важна клиентоориентированность.
Работа с клиентами в конфликтных и других трудных ситуациях.
- Понятие конфликта.
- Субъекты и объекты конфликта.
- Причины возникновения конфликтов.
- Стадии развития конфликта.
- Пять основных стратегий поведения в конфликтных ситуациях.
Переговоры с клиентом в конфликтных и других трудных ситуациях.
Подготовка переговоров.
- Анализ конфликтной ситуации и интересов оппонентов: вашей компании и клиента.
- Определение возможных вариантов разрешения конфликтной ситуации.
- Выбор стратегии и тактик ведения переговоров в конфликтных и других трудных ситуациях.
Ведение переговоров.
- С чего начинать переговоры?
- Принципы и правила общения с клиентом в конфликтной ситуации: как задавать вопросы, принципы подачи информации и правила активного слушания.
- Как действовать если клиент: возражает; угрожает; шантажирует; выдвигает голословные и бездоказательные обвинения; блефует, чтобы заставить вас согласиться на невыгодные для условия; в последний момент отказывается от условий, на которые согласился ранее; кричит и не хочет вас слушать; ведет себя агрессивно; оскорбляет вас.
- Как достигнуть договоренностей и завершить переговоры.
- Подведение итогов и анализ результатов переговоров.
Самообладание в работе с клиентом. Способы сохранения самоконтроля.
- Приемы психологической защиты в конфликтной ситуации. Способы сохранения самоконтроля.
- Методы снятия психологического напряжения в ситуациях стрессового общения.
- Методы нейтрализации стрессов.
По окончании обучения участникам выдается диплом БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ и справка об обучении государственного образца.
Ирина ТолкачРуководитель школы продаж БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ.
Бизнес-коуч, Sales Specialist Certificate, Certificate Train the Trainer, член ассоциации специалистов по маркетингу и продажам AMS ASSOCIATION. Участник лидерских программ по методике BARRON ADVENT
Читать далееТатьяна ЧердынцеваЗаместитель директора БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ, директор программы MBA General, бизнес-тренер, бизнес-коуч.
Эксперт в области стратегического управления, оптимизации бизнес-процессов, организационного развития, разработки систем мотивации
Читать далееЗаявка на обучение
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Видеогалерея
Сегодня мы знакомим вас с выпускницей 2019 года программы МВА БИЗНЕС-ШКОЛЫXXI ВЕК-КОНСАЛТ Данатой Гайнутдиновой, заместителем управляющего ООО «Ланкор» (официальный дилер "Subaru")
Сегодня мы знакомим вас с выпускницей 2019 года программы МВА БИЗНЕС-ШКОЛЫXXI ВЕК-КОНСАЛТ Данатой Гайнутдиновой, заместителем управляющего ООО «Ланкор» (официальный дилер "Subaru")
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