1

Assessing your reactions in sales relationships

• Ineffective behaviors and their consequences.
• Passiveness, aggressiveness, and manipulation.
• Understanding your personality.
• Diagnosing your level of assertiveness.
• Determining areas where you can become more assertive.

2

Preparing to speak

• Types of difficult clients.
• Psychological preparation and taking a step back to deal with challenges. The art of anticipating in the relationship.
• Understanding the source of tensions and managing them.
• The effective action plan.
• Active listening and precise questioning.
• Anticipating complaints.
• Bringing bad news.

3

Learning to refuse without losing the client

• The art of saying "no".
• Overcoming “red lines”.
• Reflexes to avoid being caught off-guard.
• Good language, and expressions to avoid.
• Positive communication.
• Establishing a cooperative relationship.

4

Mastering your emotions

• Identifying different types of emotions.
• Reacting to the unexpected.
• Adopting a professional attitude.
• Facing unfamiliar situations.
• Techniques for mastering your emotions.

5

Calmly standing firm in response to the client

• Good relationship position: Life positions.
• The DESC method applied to criticism.
• Addressing misgivings or misunderstandings.
• Balancing judgment and feelings.
• Flexible reframing.
• Handling objections.
• The art of asking without pressuring.

6

Personal progress action plan

• Self-analysis/diagnosis by each participant.
• Personal development plan.