Sales Skills

Become a better sales person by demonstrating how to build relationships and optimize communication with customers.
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Instructed by Learning Motion Business / Sales
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  • Lectures 21
  • Length 1.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
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    Available on iOS and Android
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About This Course

Published 11/2013 English

Course Description

Why Sales Skills?

Sales are fundamental to all business. The ability to attract new customers, retain existing ones and increase revenue from them is what makes businesses work.

What Skills?

The skills and techniques taught in the "Sales Skills" course will help you become a better sales person by demonstrating how to build relationships with clients and customers.

The 20 skills detailed are grouped into these 5 sections:

  • Creating Rapport
  • Effective Listening
  • Logical Levels Diagrams
  • Yes Sets
  • Dealing with Resistance

  • Each of the 20 techniques is fully explained with a unique video clip

    There is also a Quiz to test your understanding

    What are the requirements?

    • Computer that can access and play online video tutorials
    • Time to review and practice the key skills described

    What am I going to get from this course?

    • After completing this course, participants will be able to
    • Build rapport with their customers to develop a sense of trust and understanding
    • Uncover a client/customer's real thoughts and feelings
    • Use logical levels to learn more about their requirements
    • Build agreement into your discussions
    • Learn how to overcome resistance and apply closing techniques

    What is the target audience?

    • Anyone seeking to be involved in Sales or seeking to improve their Sales effectiveness.

    What you get with this course?

    Not for you? No problem.
    30 day money back guarantee.

    Forever yours.
    Lifetime access.

    Learn on the go.
    Desktop, iOS and Android.

    Get rewarded.
    Certificate of completion.

    Curriculum

    Section 1: Getting Started - User Guide
    Sales Skills - Self Study Guide
    Preview
    62 pages
    Section 2: Creating Rapport
    00:52

    Overview

    Successful salespeople build rapport with their clients. This establishes a sense of trust and understanding that makes it easier to uncover more about their needs, suggest new ideas and influence them.

    Goal

    Learn and practice techniques that will help you build rapport with your clients.

    Key Points

  • Building a sense of trust and understanding will make it easier to share ideas and information with other people
  • Subtly copying someone's body language and tone of voice will make them subconsciously perceive you as a friend
  • Consider

    How do you build rapport with your customers? Ask yourself the following questions and write your answers in a learning notebook.

    Do you have any clients that you find it hard to build rapport with?

  • How easy or hard do you think it would be to subtly copy someone's body language?
  • Do you think you need to be aware of anything when trying to copy someone's voice tone or body language?
  • Using This Technique

    This technique requires practice to get right. If you are not subtle enough, your copying could make the other person uncomfortable.

    You should practice using it in everyday situations until you are comfortable with it.

    Once you are confident with your ability to use this technique, use it more and more with new and existing customers.

    00:45

    Overview

    Successful sales people build rapport with their clients. This establishes a sense of trust and understanding that makes it easier to uncover more about their needs, suggest new ideas and influence them.

    Goal

    Learn and practice techniques that will help you build rapport with your clients.

    Key Points

  • Always acknowledge people's concerns when they voice them
  • Once you have acknowledged a concern, it may be possible to lead them on to another topic of discussion
  • Consider

    Do you acknowledge your clients' concerns when they voice them?

    Ask yourself the following questions and write your answers in the notes section

  • Do you acknowledge your customers concerns when they voice them?
  • What concerns might be difficult to acknowledge?
  • How would you feel if you raised an issue with someone, but it was ignored?
  • Using This Technique

    You should acknowledge a concern, question or objection when it is raised ‐ even if you can't deal with it straight away.

    It may help to make a note of the concern being raised, so that once you have acknowledged it, you remember to address it later on.

    Once you have acknowledged the concern, you could use a standard phrase to keep your conversation on track.

    Acknowledge business and personal values.

    You should acknowledge a concern, question or objection when it is raised ‐ even if you can't deal with it straight away.

    It may help to make a note of the concern being raised, so that once you have acknowledged it, you remember to address it later on.

    Once you have acknowledged the concern, you could use a standard phrase to keep your conversation on track.

    Acknowledge business and personal values.

    00:34

    Overview

    Successful sales people build rapport with their clients. This establishes a sense of trust and understanding that makes it easier to uncover more about their needs, suggest new ideas and influence them.

    Goal

    Learn and practice techniques that will help you build rapport with your clients.

    Key Points

  • Use industry‐specific terms to show you know what you're talking about
  • Make sure the other person will know what you're talking about when you use them
  • Consider

    Does your industry use buzzwords for certain concepts? Ask yourself the following questions and write your answers in the Notes section ?

  • What industry‐specific terms do you use?
  • Are there any terms that are only used in your company that perhaps should not be used with clients?
  • Are there any terms that should only be used when talking to people with a certain level of expertise?
  • What could go wrong when using industry‐specific terms with other people?
  • Using This Technique

    When using this technique it is important to ensure:

  • The other person understands the buzzwords you're using
  • You use these terms correctly
  • To identify whether the other person understands the terms you use, you could try using them once and check their response ‐ if they seem confused, explain the term, but don't use it again unless they do.

    You can make sure you're using buzzwords correctly by including them in conversations with colleagues, then asking whether that's the right way to use the term.

    Use the appropriate industry/profession “buzz” words.

    00:40

    Overview

    Successful sales people build rapport with their clients. This establishes a sense of trust and understanding that makes it easier to uncover more about their needs, suggest new ideas and influence them.

    Goal

    Learn and practice techniques that will help you build rapport with your clients.

    MATCHING & LEADING SENSORY BASED LANGUAGE

    Key Points

  • People like to receive information in three ways:
  • Auditory ‐ prefer to hear something
  • Visual ‐ prefer to see or have an image described to them
  • Kinaesthetic ‐ prefer to touch, or have a feeling described to them
  • Always provide information in the way people want to receive it
  • Consider

    Do you present information to other people in the way they prefer to receive it? Ask yourself the following questions and write your answers in the Notes section on the next page:

  • Think of the people you deal with most. How do they prefer to receive information?
  • Try to describe the products or services offered by your company in each of the three ways people like to receive information. For example:
  • Simply talk about it to describe it in an auditory fashion
  • Draw a diagram or graphic that you can walk someone through to describe it in a visual fashion
  • Use a sample or specimen to show something in a kinaestheticway ‐ but make sure you know how best to guide them through its use
  • Using This Technique

    It takes time to perfect this technique, as you need to:

  • Identify how best to provide information to the other person
  • Ensure you're comfortable providing it in that way
  • Use your answers to the questions in the Consider section to help you with this.

    You could also prepare descriptions for common ideas you talk about so you're ready to use them when you need to.

    Section 3: Effective Listening
    00:53

    Overview

    • Effective listening allows salespeople to better understand their customers by tuning into their body language and thinking about their point of view.

      Goal

      Learn and practice three techniques that will help you listen more effectively to your clients.

      NOTICE NON-VERBAL BEHAVIOUR

      Key Points

    • Most meaning is carried in visual cues, such as someone's expression, gestures or behaviour
    • Tone of voice gives us the next level of meaning The words a person uses provides the least amount of meaning
    • Consider

      Do you think about other people's body language and voice tone when you're talking to them? Ask yourself the following questions and write your answers in the Notes section:.

    • How can tone of voice change the meaning of words being said?
    • What kinds of gestures do people you deal with commonly use?
    • Can they tell you more about what the person is telling you?
    • Using This Technique

      It can take time to use this technique effectively. Some people naturally pick up on body language and voice quality while others need to think about it a bit more.

      To help you do this, you should try to be conscious of people's body language and voice quality at all times. For people you are in contact with regularly, you'll soon understand the meanings behind certain gestures and voice tones they use.

    00:59

    Overview

    Effective listening allows salespeople to better understand their customers by tuning into their body language and thinking about their point of view.

    Goal

    Learn and practice three techniques that will help you listen more effectively to your clients.

    NOTICE NON-VERBAL BEHAVIOUR

    Key Points

  • Most meaning is carried in visual cues, such as someone's expression, gestures or behaviour
  • Tone of voice gives us the next level of meaning The words a person uses provides the least amount of meaning
  • Consider

    Do you think about other people's body language and voice tone when you're talking to them? Ask yourself the following questions and write your answers in the Notes section:.

  • How can tone of voice change the meaning of words being said?
  • What kinds of gestures do people you deal with commonly use?
  • Can they tell you more about what the person is telling you?
  • Using This Technique

    It can take time to use this technique effectively. Some people naturally pick up on body language and voice quality while others need to think about it a bit more.

    To help you do this, you should try to be conscious of people's body language and voice quality at all times. For people you are in contact with regularly, you'll soon understand the meanings behind certain gestures and voice tones they use.

    00:52

    Overview

    Effective listening allows salespeople to better understand their customers by tuning into their body language and thinking about their point of view.

    Goal

    Learn and practice three techniques that will help you listen more effectively to your clients.

    POSITION PERCEPTION

    Key Points

    Position Perception is a three‐stage process:

    1. Analyze a situation from your own point of view

    2. Try to look at it from the other person's point of view

    3. Think about it objectively

    Consider

    Have you ever put yourself in the other person's position to try and resolve a discussion? Ask yourself the following questions and write your answers in the Notes section on the next page:

  • Have you ever been in a discussion that was difficult to resolve?
  • How would you describe the situation from each point of view in this technique?
  • How could using this technique have helped to resolve it?
  • Using This Technique

    Practice this technique with friends and colleagues until you are confident with it. Then use it in business situations.

    You should use it when it's difficult to find common ground between what you and the other person wants to achieve.

    When talking with others, remember that they want to achieve something as much as you do. Then, using the objective point of view, try to identify a possible compromise, or how you could both achieve your objectives.

    Section 4: Logical Level Diagrams
    01:07

    Overview Successful

    Sales people know how to ask the right questions to reveal more about their customers' wants, needs and concerns. This helps them to deliver a product or service that closely meets their client's requirements.

    Goal

    Learn and practice a set of questioning techniques to uncover more information about the other person's wants and needs.

    THE LOGICAL LEVELS CONCEPT

    Key Points

  • Ideas and information can be ranked into levels ‐ from the abstract to the specific
  • By systematically questioning someone, you can map out their requirements ‐ from their objectives to what specifically will meet their need
  • Consider

    Have you ever considered the logical levels of an idea or concept?

    Think of a product or service that you sell. Ask yourself the following questions about it and write your answers in the Notes section.

  • What does this product or service help people do? (e.g. "Respond to online customer enquiries faster")
  • How does it help them to do this? ("By sending enquiries to the relevant Customer Service Representative")
  • How does it actually work? (e.g. "By using smart technology to 'read' a message and decide who best can deal with it")
  • Using This Technique

    Using this technique takes preparation and practice. Use your answers to the questions posed in the Consider section to help you identify the different logical levels of the product/service:

  • The highest level is the aim ‐ or what people want to achieve
  • The next level relates to how they achieve their aim
  • The lowest level is the specific way the solution works
  • When questioning the customers or clients, you can ask about what they want and how it should happen. You can then match their requirements to products or services you offer.

    00:50

    Overview

    Successful salespeople know how to ask the right questions to reveal more about their customers' wants, needs and concerns. This helps them to deliver a product or service that closely meets their client's requirements.

    Goal

    Learn and practice a set of questioning techniques to uncover more information about the other person's wants and needs.

    Key Points

  • Moving 'up' a logical level can help you learn more about a customer's overall need You can do this by asking "Why" they want something
  • Consider

    Do you try to identify other people's objectives? Ask yourself the following questions and write your answers in the Notes section on the next page:

  • What kind of objectives do your client's typically have?
  • How can identifying the other person's objective help you?

  • Using This Technique

    Use this technique when you feel the other person is being too specific in their requirements and need to think further about what it is they want to achieve. By uncovering their objectives, you will be in a better position to

    identify how you should proceed. You may also be able to identify other offerings that will help them meet their objectives.

    01:00

    Overview Successful

    Sales people know how to ask the right questions to reveal more about their customers' wants, needs and concerns. This helps them to deliver a product or service that closely meets their client's requirements.

    Goal

    Learn and practice a set of questioning techniques to uncover more information about the other person's wants and needs.

    MOVING 'DOWN' LOGICAL LEVELS

    Key Points

  • Moving 'down' a logical level will help you identify exactly what your customer wants or needs
  • You can do this by asking "What specifically" the other person wants
  • Consider

    Do you make sure you understand how the other person wants something to be done? Ask yourself the following questions and write your answers in the Notes section.

  • Do your clients require things to be done in a specific way?
  • Have you ever been in a situation where moving down a logical level could have helped to avoid confusion or misunderstanding?
  • Why is it important for you to discover the specifics of the other person's requirement?
  • Using This Technique

    When discussing the delivery of a product or service

  • When you need to know if there is a specific way the client wants to achieve their objectives
  • By ensuring you have a shared understanding of how a solution should work, you can avoid misunderstandings or confusion later on.

    00:34

    Overview Successful

    Sales people know how to ask the right questions to reveal more about their customers' wants, needs and concerns. This helps them to deliver a product or service that closely meets their client's requirements.

    Goal

    Learn and practice a set of questioning techniques to uncover more information about the other person's wants and needs.

    SOFTENERS

    Key Points

  • Use phrases to ask questions or make statements in a less direct way
  • Consider

    Have you ever faced resistance to a question or statement you made?

    Ask yourself the following questions and write your answers in the Notes section on the next page:

  • Are there any questions or statements you commonly use?
  • What kinds of statements or questions could cause resistance in the other person?
  • How could you soften these to avoid the other person being resistant to replying to them?
  • Using This Technique

    You can prepare stock phrases to use that will make your questions and statements less direct.

    Use your answers to the questions posed in the Consider question to do this for common questions or statements you make.

    Section 5: Yes Sets
    00:46

    Introduction

    Getting the other person to agree with you as much as possible in a discussion is known as 'building agreement' into your discussion.

    Goal

    Learn and practice techniques to build agreement into your discussions and conversations.

    SUMMARIZING

    Key Points

  • Provide a brief summary of the points made during a conversation
  • Getting the other person to agree with your summary will build agreement into your conversation

  • Consider

    Do you provide summaries at the end of a conversation? Ask yourself the following questions and write your answers in the Notes section.

    What kind of information should you include in a summary and what could be left out?

  • How can using summaries help you to build rapport with your clients?
  • Using This Technique

    The key to effective summarizing is using the right level of detail and getting people to agree with your summary.

    Use your answer to the first question in the Consider section to identify the right level of detail to include.

    You should also discuss this with colleagues to get more ideas about what is important to include.

    To try and build agreement into your summaries, you could define stock questions that invite the other person to say "Yes". For example, after providing a summary, you could ask "Would you agree with that?" or "Does that cover everything?"

    00:53

    Introduction

    Getting the other person to agree with you as much as possible in a discussion is known as 'building agreement' into your discussion.

    Goal

    Learn and practice techniques to build agreement into your discussions and conversations.

    REFRAMING

    Key Points

  • Reframing is summarizing with a spin
  • You should make the summary suit your needs
  • Consider

    Have you ever 'spun' a statement to suit your needs? Ask yourself the following questions and write your answers in the Notes section.

  • Have you ever been in a situation where reframing could have helped you?
  • How can using reframing help you to move a discussion along when it becomes 'stuck'?
  • Using This Technique

    This technique requires some practice to master. You should use it in easier situations at first. Use it in meetings when you are confident with it.

    You can use this technique when there is some disagreement in a conversation, or you want to move beyond a problem or issue raised by the other person.

    When using it, remember you are subtly spinning a summary. If you try to change the meaning of a conversation completely, the other person will become resistant or even distrustful. Instead, you should acknowledge the other person's concern and identify a way to get past it.

    00:57

    Introduction

    Getting the other person to agree with you as much as possible in a discussion is known as 'building agreement' into your discussion.

    Goal

    Learn and practice techniques to build agreement into your discussions and conversations.

    BEHAVIOR LABELLING

    Key Points

  • Tell someone what you are going to do before you do it
  • Get them to agree, so they are saying "Yes, you can do that"

  • Consider
  • Have you ever used behavior labels before? Many people use them in everyday life, when they say:

  • Can I ask you a question?
  • Do you mind if I…
  • I'm just going to…
  • Think about other behavior labels you might use in everyday life or business, and write them in the Notes section.

    Using This Technique

    Practice phrasing your behavior labels as questions, to make the other person more inclined to agree with it.

    You should use this technique when you want to:

  • Get the other person to focus on what you are about to say or do
  • Get a conversation or discussion back on track
  • 00:57

    Introduction

    Getting the other person to agree with you as much as possible in a discussion is known as 'building agreement' into your discussion.

    Goal

    Learn and practice techniques to build agreement into your discussions and conversations.

    CONDITIONAL CLOSE

    Key Points

  • Use the phrase: 'Yes… if…' to specify conditions that need to be met before you can promise to deliver
  • Get the other person to agree with you to build agreement into your conversation

  • Consider

    Do you ever need the other person to do something before you can deliver? Ask yourself the following questions and write your answers in the Notes section.

  • Have you ever needed to define requirements before agreeing on delivery for a product or service?
  • What kinds of conditions might you need to specify with your clients?
  • Using This Technique

    You can prepare conditional closes using your answers to the questions posed in the Consider section. This will help you practice using the "Yes… If…" phrasing to use them in a conditional close.

    You should use this technique when you need the other person to do something before you agree on delivery.

    Section 6: Dealing with Resistance
    00:50

    Introduction

    Successful salespeople use techniques that get them past objections and focus their clients' attention on the next steps in the sales process. This helps them address specific concerns, but also makes sure negotiations don't become stuck.

    Goal

    Learn and practice a set of techniques to get past client objections to keep the sales process on track.


    POINTERS

    Key Points

  • Ask questions that drill down to learn more about a subject, problem or objective
  • You can do this by asking "What, specifically…"
  • Consider

    Have you ever needed more information from another person in order to act? Ask yourself the following questions and write your answers in the Notes section.

  • Have you ever been faced with an objection or issue that you weren't sure how to resolve, because the specific problem was not clear enough?

  • How could using this technique help you to move forward in such situations in future?

  • Using This Technique

    This technique is effective when you need to get the other person to be more specific about:

  • Something they are asking for
  • An objection they are raising
  • The detail of a question they have
  • Remember to use the "What, specifically…" phrasing to get more detail. Once you have a better understanding of what the other person is talking about, you can consider how best to move forward.

    00:37

    Introduction

    Successful salespeople use techniques that get them past objections and focus their clients' attention on the next steps in the sales process. This helps them address specific concerns, but also makes sure negotiations don't become stuck.

    Goal

    Learn and practice a set of techniques to get past client objections to keep the sales process on track.

    THE TRUTH TEST QUESTION

    Key Points

  • Using the truth test question will uncover the true reasons for an objection
  • You can use it by:
  • 1. Repeating the stated objection

    2. Asking 'If we can resolve that, can we…' and stating what you want to happen next

    Consider

    Have you ever faced an objection, but weren't sure whether it was really the issue that was stopping the other person from acting? Ask yourself the following questions and write your answers in the Notes section.

  • Have you ever experienced a customer stating one objection, only to find out later something else was causing their hesitation?
  • What was the result of missing the true cause of the person's hesitation?
  • How can the Truth Test Question help to avoid negative results in such situations?
  • Using This Technique

    Practice using this technique by thinking of common objections that you might face, and using the formula as outlined in the video and the Key Points section.

    This technique is effective when you think someone is not being wholly truthful about their objections.

    If the other person hesitates when they answer your question ‐ or if they say "No", then you should try to identify the true cause of their objection.

    01:00

    Introduction

    Successful salespeople use techniques that get them past objections and focus their clients' attention on the next steps in the sales process. This helps them address specific concerns, but also makes sure negotiations don't become stuck.

    Goal

    Learn and practice a set of techniques to get past client objections to keep the sales process on track.


    THE 3 STEP ASSERTIVE TECHNIQUE

    Key Points

  • The 3 step assertive technique involves:
  • 1. Summarizing the other person's point of view

    2. Saying what you think or feel

    3. Suggesting an action

  • These phrases will help you remember the steps:
  • 1. I understand you think…

    2. However, I feel…

    3. Therefore, I suggest…


    Consider

    Have you ever found it difficult to be firm, but remain polite when trying to get your point across? Ask yourself the following questions and write your answers to them in the Notes section.

  • How do you feel using the memory aide "I understand you think…", "However I feel"… and "Therefore I suggest" can help you?
  • Why do you think it's important to acknowledge the other person's point of view?
  • Using This Technique

    Practice this technique in easier, more social situations before trying it in business contexts. It's important to rehearse the three phrases and ensure they sound natural when you say them.

    Remember to stay calm and provide your point of view and suggested action in a polite manner.

    00:58

    Introduction

    Successful salespeople use techniques that get them past objections and focus their clients' attention on the next steps in the sales process. This helps them address specific concerns, but also makes sure negotiations don't become stuck.

    Goal

    Learn and practice a set of techniques to get past client objections to keep the sales process on track.

    FEEL/FELT/FOUND

    Key Points

  • The Feel Felt Found technique is a three step process. To use it, you say:
  • 1. "I understand you feel…"

    2. "Others have felt the same way in the past…"

    3. "But they found…"

  • Close with a question or statement that the other person will agree to

  • Consider

    Have you ever needed to say "No" to a client? Ask yourself the following questions and write your answers to them in the Notes section.

    Have you ever had to deal with an unreasonable request from a client?

  • What kinds of things might customers ask for that you have to say "No" to?

  • Using This Technique

    Rehearse using the phrases in this technique so that they sound natural. Use your answers to the questions posed in the Consider section to practice them. Remember to use a question that the other person can agree to ‐ this provides a positive outcome, even though you are saying "No".

    Using this technique provides an effective way to say "No" to someone and still achieve a positive outcome.

    00:37

    Introduction

    Successful salespeople use techniques that get them past objections and focus their clients' attention on the next steps in the sales process. This helps them address specific concerns, but also makes sure negotiations don't become stuck.

    Goal

    Learn and practice a set of techniques to get past client objections to keep the sales process on track.


    USE OF METAPHOR

    Key Points

  • Metaphors allow you to simplify issues so that customers can understand them
  • You should ensure the metaphor you use makes sense to the other person
  • Consider What kinds of metaphors would work for your clients?

    Ask yourself the following questions and write your answers in the Notes section.

  • What kinds of metaphors would be useful to use with your customers?
  • What are your customers' hobbies and interests?
  • Are there any subjects you should avoid using as metaphors with your customers?
  • Using This Technique

    Practice using metaphors in your daily life with friends and colleagues. After a while, you'll find it quite easy to use them to simplify more complex ideas.

    When dealing with clients, remember to base your metaphors on their interests. Use your answers to the questions posed in the Consider section to do this.

    Section 7: Sales Skills: Quiz
    Sales Quiz
    12 questions

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    Instructor Biography

    Learning Motion, Business Communications Specialists

    Learning Motion is a library of video-based training courses focusing on developing key interpersonal and communications skills. This award winning program was first developed and deployed for corporate clients in the US and Europe. Due to its popularity with employees it now also being made available to individual learners.

    Each course consists of a series video clips that each introduce and demonstrate a key communications technique. Each course also contains a quiz to enable learners test their understanding.

    Ready to start learning?
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