CERTIFICATE OF PARTICIPATION # 110220218XX001

This certificate confirms the successful completion of the engagement training PSYCHOLOGY OF SALES. IT IS POSSIBLE TO AGREE ON EVERYTHING!” 17-18 February 2022

Speaker - Irina Khomutova, Managing Partner, Khomutova & Partners

Program

NEUROPHYSIOLOGY OF DECISION MAKING
- All the most important about the motives, values, objections and barriers of the main psychotypes of the guests.
— Techniques for effective protection of the cost of premium services and convincing arguments. Techniques for managing negotiations and stimulating decision making.
— The role of cognitive distortions in the perception of information, events and decision making. Phenomena of perception: projections, selectivity, bias.
— How to make a guest a follower of the "Crimean Breeze"? The concept of ideal expectations for guests who value premium service.
— Neuromedators and a new look at the causes of a change in the mood of a guest. Sales management using "joy hormones".
— Predicative empathy: how to develop it. Secrets of successful communication between a contact zone employee and guests of a premium hotel.
— An algorithm for correct interaction with the guest in various situations, from clarifying needs to confirming the reservation.
GUEST READING AND TUNING. BARRIERS, OBJECTIONS, HIDDEN MOTIVATION
– Work with guests depending on the region, position, work experience, role in decision-making, motivation, psychotype, gender and age characteristics, issues, the cost of the proposed villas and rooms, etc.
— Avatars, empathic mapping and insights. Barriers and motives of archetypal models of guests.
— Transactional analysis of guest behavior scenarios: types of people by style of behavior and decision making.
— Consumer roles of clients: decision maker, initiator, payer, executor, etc. Features of negotiations with clients depending on their role in participation in choice and decision making.
— Mirror neurons and empathy. Types of empathy and methods of its development.
— The principles of building successful communications with the client, allowing to overcome doubts and objections, to form loyalty, to protect the value of the Crimean Breeze proposals.
— Formula of trust: involvement, conviction, detailed information.
- Psychotypes of guests and how to work with them in the face of the emergence of alternative offers for similar premium products.
- Reading guests: body language, intonation, facial expressions. Recognition of cognitive distortions of clients and adaptation of communications.
- Adjustment to the guest and management of his condition. Adaptation of communications taking into account the specifics of the client's perception channel.
— Confident and friendly behavior of a specialist is an algorithm for building the right interaction with a client in various situations, from clarifying needs to resolving controversial issues.
PRICE AND VALUES
— Why the client does not accept offers and how to motivate him. Why the guest leaves to “think” and how to encourage him to accept the offer.
— How to sign big contracts. 4 practical techniques for protecting the cost of services. Techniques for using persuasive argumentation through adjustment to the client's psychotype.
— Sales algorithm: preparation and mental attitude, establishing contact, adjusting, identifying needs, presentation, working with objections, closing the sale, support and additional sales.
- Manipulative words. Reception "Verbal pictures" - the use of emotional images, a colorful description. Reception "Chains". Reception "Detail". Method "Three yes". Method "Alternative offer". Reception "Because". Method "Positive Language".
- What does an expert specialist look like in the eyes of a client when he knows the benefits of a premium product and understands the needs of the guest.
— The specifics of working with a demanding premium audience. Image of a market leader. 7 elements that make an impression about an employee of a premium hotel complex.
MANAGING THE NEGOTIATION PROCESS, WORKING WITH OBJECTIONS AND PREVENTING CONFLICT SITUATIONS
- Psychological self-regulation of the manager. Work with your own objections and personal motivation. Protection against burnout and disappointment in your own product.
- Five fundamental points why guests do not believe in the product and do not accept the manager's proposals.
— Types of communications. Types of information perception. Managing the attention of the guest and the initiative in the conversation.
Negotiation etiquette. Corporate negotiation style. small talk. How to compliment correctly. What topics are not usually discussed.
— Revealing guest values: the types of questions used to ascertain needs and form an offer. Active listening. Mistakes in asking questions.
- Types of objections: meaningless, with a hidden meaning, based on their own negative experience, based on rumors and stereotypes, rational and emotional.
- Algorithm for working with objections: active listening, identifying the causes of disagreement, emotional connection, parrying objections, closing the deal.
- Management of the duration of negotiations.
- Dealing with aggression and manipulation. Types and examples of manipulations.
— Types of conflict personalities. Ways to resolve a conflict situation, taking into account the characteristics of each type.
How to deal with pressure and criticism. Trigger questions.
— Professional working installations. Setting up a positive and effective work. Methods of psychological protection of an employee from stress, burnout and fear of a repetition of a negative situation.
ALGORITHM OF EFFECTIVE TELEPHONE TALKS
— Types of communications. Types of information perception. The difference between telephone conversations and personal communication. Techniques for improving the quality of information transmission over the telephone. Managing attention and initiative in conversation.
- Algorithm for effectively leading a client to a purchase. Establishing auditory contact. Formation of a positive impression. Understanding the situation and needs. Sensitivity and getting information. Managing the duration of telephone conversations.
— 4 ways to protect the cost of services. How to sell big software over the phone.
- Types of objections: meaningless, with a hidden meaning, based on their own negative experience, based on rumors and stereotypes, rational and emotional.
- Algorithm for working with objections: active listening, identifying the causes of disagreement, emotional connection, parrying objections, closing the deal.
- Action algorithm for incoming and outgoing calls.
WORKSHOP
— Case study.
- Recognition of the state of the guest.
- Empathic mapping.
— Development of predictive empathy.
- Training of adjustment techniques.
- Development of sales techniques.
- Development of an algorithm for effectively leading a guest to a contract.
— Elaboration of typical customer objections regarding pricing and offers.
— Development of knowledge of the benefits of the product and the ability to select proposals for the needs.
- Training the skill of additional sales.
— Development of customer reading skills and adaptation of communication style, speed, use of criteria words-motivators, etc.
— Working out objections and techniques for leading a guest to a deal.
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