Using emotions to build trust

Module objectives

By the end of this module, participants will be able to:

• Create trust and encourage the customer to use 'personal conviction' to choose the right partner.
• Limit your expression of negative emotions that can affect the customer.
• Absorb your customer's negative emotions.
• Express positive emotions to reassure the customer, create a climate of trust and encourage their enthusiasm.

Programme

The module programme:

• Being aware of the role of emotions.
• Managing the customer's negative emotions.
• Expressing your own negative emotions.
• Using positive, true emotions.
• Encouraging the customer's positive emotions at the conclusion stage.

Course duration

30 Minutes

Who should attend?

This module is aimed at:

All sales associates.

All professionals who have to present an argument to customers.

Languages

This module is available in;

English, French, Spanish.