By end of the session, participants will be able to:

• Recognize common customer behavioural styles’ buying signals to respond appropriately.
• Apply simple questioning techniques to uncover customer needs and preferences.
• Reframe product features into benefits that resonate with the customer’s buying motivations.
• Support customers’ buying process with confidence, without sounding “salesy” or pushy to close the deal.
• Apply self-resilience techniques such as reframing, positive self-talk, and emotional regulation to recover quickly and maintain motivation after customer rejection.

Day 1 – Build Connection & Confidence

Module 1: Understand Customer Behaviour

Focus: Build trust by understanding who your customer is and how they buy.

• Consumers’ D.I.S.C. Behavioural Styles
• Ideal Customer Features Identification
• Sell Benefits, Not Just Features
• Matching product value to emotional needs

Module 2: Start Strong – Sales Opening & Mindset

Focus: Open conversations naturally and anchor the right internal mindset.

• Understanding the “Sales Mountain”
• Mindset of helping vs. selling
• SWOT Analysis on products or services
• Goal setting for authentic sales success

Module 3: Discover Needs with Questions

Focus: Use structured questioning to uncover buying motivations.

• Needs-Finding Questioning Techniques
• SPIN Selling Technique: Situation, Problem, Implication, Need-Payoff
• Formula to express products or services’ USP to customer

Day 2 – Convert Conversations into Trust-Based Sales

Module 4: Influence with Integrity

Focus: Help customers make decisions they feel good about.

• Managing customer expectations
• Upsell & Cross-sell with value, not pressure
• Aligning offers with real needs to close sales

Module 5: Handle Rejection with Resilience

Focus: Stay grounded and bounce back after tough conversations.

• Self-Resilience After Rejection
• Reframing rejection as feedback
• Tools to stay emotionally steady under pressure

Module 6: Close & Grow Relationships

Focus: Sustain customer trust and turn happy buyers into loyal advocates.

• Asking for referrals without sounding desperate
• Building post-sale connection
• Final practice: Role play across the sales journey
• Personal Action Plan: Apply insights to real-world interactions