Sales and Selling with Emotional Intelligence

This video gives an overview of emotional intelligence. It provides a definition and the meaning of emotional intelligence.

This video provides broad look at emotions and why they are important to consider in the work environment.

Here are some examples of when emotions are experienced at work and why emotional intelligence is more important than cognitive intelligence (IQ) in selling.

This video explores some of the emotions involved when selling.

This video investigates how emotions underpin rational buying decisions and gives an overview of the emotions involved in buying.

Greed is a powerful emotional driver focusing on what will be gained -  "If I make a decision now, I will be rewarded."

Fear is a powerful emotional driver focusing on what will be lost -  "If I don't make a decision now, I'm in trouble."

Altruism is a powerful emotional driver focusing on helping others -  "If I make a decision now, I will help others."

Envy is a powerful emotional driver focusing on what others may gain - "If I don't make a decision now, my competition will win."

Pride is a powerful emotional driver focusing on what will be good choices - "If I make a decision now, I will look smart."

Shame is a powerful emotional driver focusing on what will be bad choices - "If I don't make a decision now, I will look stupid."

Selling is a process but the most important aspect of any selling situation is, not which approach we use, but the attitude with which we approach it and how we use our emotional intelligence.  This video introduces the concept of selling around the customer and their needs.

This lecture investigates why setting a good pre-call objective is important to give your sales meeting a purpose and the right focus.

This lecture investigates how the emotional intelligence component of empathy is vital in selling and in building rapport.

Selling to needs is a good focus for selling but, often, the customer may not even be aware of their needs. 

This lecture covers the types of questions and probes that you can use to be effective in selling.

This lecture explores the difference between features and benefits with a useful way of converting any feature of your product or service into a benefit for your customer.

Objections show interest in what you are selling.  The way that you handle them can make or break your sale.

This lecture cover a range of techniques that you can use to handle a variety of different objections.

Sometimes you will be meant with an objection that you (or even the best sales person) can handle,  This lecture helps you to work with these objections when they arise.

This practical activity encourages you to write down how you might respond to objections using various objection handing techniques. This will help you to focus on delivering the specific benefits that your product or service offers in order that you can handle the objection confidently, professionally and to everyone’s satisfaction.

Closing is the most important part of the sale, but how can you close the sale in ways that are emotionally intelligent?

Social interaction styles consider preferred patterns of behaviour for a large number of situations. This section looks at the four styles based on assertiveness and emotional control and how these work in selling situations.

Before you continue any further with this course, please complete this short interactive questionnaire. It is designed to give you some insights around your preferred Social Interaction Style.

Full instructions and scoring details are given within the booklet.

The Driver Social Interaction Style has a clear idea of their ambitions and goals, as well as the directness and forcefulness to achieve those goals. It also means that people with this Interaction Style will tend to have a competitive attitude, and they will generally follow their own ideas rather than work cooperatively with others.

Working through the sales process, here are some specific hints and tips that you should consider when selling to Drivers.

People with the Expressive Social Interaction Style are enthusiastic and good motivators and are highly creative. People like this desire acceptance and social esteem. They enjoy being recognised for their creativeness, ability to motivate and influence, and especially for their sense of humour when possible. They want to be around others and desire for environments to be positive and even fun, both at work and socially.

Working through the sales process, here are some specific hints and tips that you should consider when selling to Expressives.

People with the Amiable Social Interaction Style show patience, calmness and gentle openness. They are generally amiable and warm-hearted, being sympathetic to others' points of view, and valuing positive interaction with others.

Working through the sales process, here are some specific hints and tips that you should consider when selling to Amiables.

People with the Analytical Social Interaction Style often appear reticent and aloof, as they are reluctant to reveal information about themselves or their ideas unless absolutely necessary. They will tend to use existing structures and rules to accomplish their aims and adhere to rules, authority and logical argument to influence the actions of others.

Working through the sales process, here are some specific hints and tips that you should consider when selling to Analyticals.

Each Social Interaction Style reacts to stress in its own way around using their assertiveness and working with their emotions.  These behavioural responses are investigated in this lecture.

This lesson contains a downloadable crib-sheet.  You can print as many copies as you like.  You are not going to be able to get people that you interact with to complete a questionnaire to determine their Social Interaction Style!  This short assessment gives you a way to determine a person's Social Interaction Style by observing various aspects of their body language and the way they talk.

Using this will help you to become more familiar with the Social Interaction Styles in the real world and will give you a strong indicator of this person’s leading Social Interaction Style.

This lesson contains a downloadable crib-sheet. You can print as many copies as you like. You are not going to be able to get people that you interact with to complete a questionnaire to determine their Social Interaction Style! This short assessment gives you a way to determine a person's Social Interaction Style by observing various aspects of their body language and the way they talk.

Using this will help you to become more familiar with the Social Interaction Styles in the real world and will give you a strong indicator of this person’s leading Social Interaction Style.

This lecture investigates some ways that you can become more flexible with the Social Interaction Styles.

Working with your preferred social interaction style(s) is easy.  Selling to people who have your least preferred social interaction style can be challenging.

This practical activity is designed to get you to think about how to adapt your style to sell more effectively with people who have your least preferred social interaction style.

A few final words to conclude this module.  In this lesson, we look at how each Social Interaction Style works with their emotional intelligence.

Now that you have some knowledge of the Social Interaction Styles, this lecture considers the importance of understanding the need for flexibility when adapting to each of the Social Interaction Styles and explores the question, "What now?"

Customers can often behave in ways that are not emotionally intelligent at times leading us to feel angry and frustrated.  This lecture explores ways to manage these emotions more effectively.

This lecture investigates the behavioural responses seen under stress from a neuroscientific perspective and how to recognise these behaviours.

This lecture considers a way that you can use your emotional intelligence to engage with someone who is reacting emotionally to your sales presentation.

This is a practical activity to conclude the course.  It asks you to consider your goals and objectives for taking the course that you set for yourself at the beginning of the course.  It will help you to think about what you have learnt from this course and what you have got out of it.

This lecture concludes the course on selling with emotional intelligence posing two important questions.

This video will help you if you are having issues accessing your Certificate of Completion.