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External customers - handling client objections

Business training program

The "External Customers - Handling Client Objections" course is designed to provide participants with the skills and techniques needed to effectively manage objections from external customers. By understanding the psychology behind objections and mastering proven strategies, participants will enhance their ability to maintain positive client relationships and achieve successful outcomes.


Learning Objectives

  • Understand the psychology behind client objections.

  • Learn effective techniques for handling objections in a professional manner.

  • Develop strategies for turning objections into opportunities.

  • Enhance communication skills to address client concerns and build rapport.

  • Practice active listening and empathy to better understand client needs.

  • Gain confidence in managing challenging client interactions.


Target Audience

This course is ideal for customer service representatives, sales professionals, account managers, and anyone who interacts with external clients in a business setting.


Course Content

  • Understanding Client Objections: Causes and Types.

  • Effective Handling Techniques: Acknowledge, Assess, Address.

  • Strategies for Overcoming Objections: Reframe, Redirect, Resolve.

  • Building Rapport and Trust with Clients.

  • Role-Playing Scenarios and Case Studies.

  • Real-Life Examples and Best Practices.


Expected Outcomes

  • Be equipped with practical skills to handle objections from external customers effectively.

  • Feel more confident in managing challenging client interactions.

  • Improve client satisfaction and retention rates.

  • Enhance their professional reputation and credibility.

  • Contribute to overall business success through better client relationship management.

The course will be delivered through a combination of interactive lectures, group discussions, role-playing exercises, case studies, and multimedia presentations. Participants will also have access to supplementary materials such as handouts and online resources.

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