An effective and fun course for your sales or customer
service team?
Empathy Styles will get their attention - it's new and different, and it works! Whether they're in b2b or b2c sales, on the phone, inbound or outbound, on a service desk or working with a client as a consultant, Empathy Styles will help them understand their own temperament profile, recognise that of their customers, and teach them how to deal with them in the best way. Click here for Empathy Selling - Empathy Client Relationships - Empathy Customer Service - Empathy Telesales/Telemarketing
Client Testimonial
"Empathy Selling is an excellent course - a great way to improve your selling." Senior Account Manager - Fujitsu Service UK
Why does it work?
- Empathy Styles gives salespeople the knowledge and skills to sell to 'difficult' prospects and clients
- Sales is about emotion as well as logic - the old saying has it that 'we buy with emotion and justify with logic'
- Psychologists tell us that 40% of the prospects a salesperson meets are sufficiently different from them, temperamentally, that they won't like them or easily buy from them
- Empathy Styles gives salespeople the knowledge and skills to sell to these prospects
- People like Empathy Styles because everyone loves to learn about themselves
- Not everyone who sells is called a 'salesperson' - engineers, consultants, solicitors, for example, have to develop strong 'sales' relationships with clients and sometimes to look for new clients
Client Testimonial
"PeopleTrack were invaluable in helping my team to raise their game and sell more effectively at Board Level with the Empathy Approach. As a Sales Director I've appreciated the strong partnership I've had with them over the years." UK Country Manager, Software AG
How does it work?
Empathy Styles teaches salespeople 3 things:
- Understand their own temperament
- Quickly read the customer and understand how they buy
- Deal with the customer in the most effective 'emotional' way
Who will benefit?
- Salespeople
- Telephone salespeople
- Telephone call centre staff
- Consultants
- Sales Managers
Psychologists tell us that about 40% of the people we meet we won't like or understand! What does that mean for salespeople? It means that maybe 40% of the time people don't buy because of a clash of personalities. And of course if that should happen to us as buyers we're too polite to actually say to the salesperson,' I didn't buy because I don't like you!'. We've all heard the old adage 'We buy with emotion and justify with logic'. Well, that's what's happening in this situation - the customer will walk away because of the salesperson and not because of any perceived problem with the product or service being offered.
Empathy Styles overcomes that problem by giving salespeople a way of dealing differently and appropriately with customers or clients within moments of meeting or talking on the phone. But it doesn't just teach them how to read people, it also teaches them what to do next. What do you do, for example, when someone wants a discount? 5 of the 7 styles are unlikely to ask and of the 2 that do, only 1 of them actually expects a discount!
People love to learn about themselves, and learning about their colleagues as well helps them to do just that. And in learning about themselves and their colleagues they understand their customers.
But not everyone who has to sell is called 'sales'. Sometimes consultants or engineers have to work closely with a client to get more business or to maintain the business. It's important that this close working relationship remains professional and effective. Often the customer or client will be very different in temperament from the consultant and the 'salesperson' needs to understand how to get the best from the relationship. Imagine, for example, a team leader on an auditing team from a large accountancy firm - they didn't train as an accountant to become a 'salesperson' but that's what they need to become as they become consultant to large corporations, the bosses of whom are likely to be very different in make-up to themselves.
Learning how to deal effectively with customers and clients is key to these people's confidence and happiness. Anyone who's spent any time in a customer-facing role knows that 'the public' are not always easy to deal with. Salespeople can take criticism personally and it can affect them for the remainder of the day if not the week to have a complaint or awkward customer to handle and it doesn't go well.
Empathy styles training gives salespeople the tools to get above the situation, realise that it's not their fault, personally, and be able to handle effectively the situation through understanding the customer's temperament. It helps the following people:
- Salespeople
- Telephone salespeople
- Telephone call centre staff
- Consultants
- Sales Managers
All Empathy Styles sales or client relationship programmes teach people the 3 elements of good customer service:
- Understand yourself
- Understand your customer
- Deal with the customer in the most effective 'emotional' way
Experienced salespeople love the programme because it treats them as adults and recognises that they will have significant skill and experience in dealing with customers. It gives them the tools to deal with awkward people. One salesperson who worked with us on an Empathy Selling course admitted that over a 30 year career in selling cars he had dismissed about a quarter of his prospects because he didn't like or understand them. From the training he could see how easily he could have taken a different approach.
New salespeople love the Empathy Styles approach because it simplifies the complex subject of personality and it gives them a head start on their colleagues who haven't done the training.