• Preparing for a negotiation.

• The principles of win-win negotiations.

• Seeking solutions.

• What to do if the opposite party is ‘more powerful’?

• What if negotiation is impossible?

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• Preparing a prospection or follow-up meeting.

• Drafting the lift speech.

• Product features matrix.

• Frequently Asked Questions.

• Objection and rebuttal.

• Customer psychology.

• Being able to make an agreement by telephone.

• The sales meeting.

• Dealing with complaints.

• Holding challenging commercial meetings

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• Customer-oriented actions.

• The function requirements.

• The 3 levels of a customer-oriented approach.

•  Communicating via telephone, e-mail and face-to-face.

• Responding to the customer's different behaviours.

• Having difficult discussions in a correct manner.

• Dealing with complaints.

• The correct way to say ‘no’ to customers.