Emotional Intelligence in a Sales Environment


Human Resources Management (HRM) Management & Leadership Sales & Marketing

Course Info

Code PM1-114

Duration 5 Days

Format Classroom

Emotional Intelligence in a Sales Environment
Available Dates City Fees Actions

Course Summary

 

Humans can be incredibly emotional, and this trait does not disappear in a sales environment. An organisation that recognises these emotions and incorporates emotional intelligence into their standard practices is often much more successful than its non-emotional intelligent competitors. Emotional intelligence leads to an organisation being able to better understand their customers and build stronger and long-lasting relationships with them.


 

 

Emotional intelligence is a factor that is often overlooked in a sales environment, but emotional awareness is extremely crucial in bonding with customers. Recognising customer emotions and addressing these throughout the sales process will help generate respect and appreciation between the salesperson and the customer, causing the customer to be more inclined to engage with the service or purchase products. Once a level of respect has been established, they will be much more likely to engage with the organisation in the future and avoid competitors.


 

 

Not only is emotional intelligence important for maintaining a strong customer base but is also essential for a healthy working environment. Understanding and addressing the emotions of employees will help establish a safer working environment. Providing activities to reduce stress will prevent burnout and exhaustion and keep them working at a desired rate. Employees will also feel much more encouraged with additional rewards and incentives based upon their work output.


 


 

During this course, you’ll learn:


 

To understand the importance of emotional intelligence within a sales environment.
To recognise a personal level of emotional intelligence and attempt to develop it through various methods.
To motivate employees to develop further emotional intelligence through prospecting, objection handling, qualifying, and closing.
To identify and calmly work through personal emotional triggers and prevent them from impacting others.
To assess the emotions of others and offer aid in times of need to customers and employees.
To examine different behaviour patterns and styles of customers and explore the ideal techniques to approach them.
To evaluate non-verbal communication and recognise changes in mood.

 

This course is designed for anyone within an organisation who wishes to become more emotionally intelligent to further their position in sales. It would be most beneficial for:


 

Operations Managers
Regional Managers
Sales Directors
Sales Managers
Senior Executives
Business Owners
Marketing Managers
Chief Sales Officers (CSOs)

 

This course uses a variety of adult learning styles to aid full understanding and comprehension. Participants will review established real-world organisations to identify strategies surrounding emotional intelligence that increase customer loyalty and sales.


 

 

To guarantee full comprehension of the taught content and relevant skills, participants will partake in a variety of learning exercises and methods. This includes a combination of video materials, presentations, case studies, group discussions and role playing activities. Working in groups will allow the participants to demonstrate and practise their skills on one another and receive constructive feedback.


 


Course Content & Outline

 

Section 1

 

Understanding Emotions
Understanding the return on emotions and the neuroscience of sales.
How emotions influence a customer’s buying habits.
Identifying emotional challenges and opportunities.
Recognising personal emotional triggers, motivations, and drives.
Engaging the power of likeability.
Increasing reputation through confidence, authenticity and likeability.


 

 

Section 2

 

Managing Emotions
Assessing how stress and conflict leads to emotional outbursts.
Reviewing successful sales leaders and how they efficiently manage negative emotions.
Redirecting negative emotions into positive action.
Setting and managing expectations for consultative selling.
The importance of effective emotional management throughout negotiations.
Applying emotional responses in appropriate situations.


 

 

Section 3

 

Understanding the Emotions of Others
Comprehending the power of empathy.
Engaging with specific emotions through sales techniques to influence certain types of purchases.
Marston’s personality types and how these apply to different types of customers.
Recognising the connection between verbal and non-verbal communication.
Utilising various communication tactics to lead an emotional conversation.


 

 

Section 4

 

Social Skills in Sales Process
Connecting with customers on an emotional level.
Building personal relationships with customers to encourage brand loyalty.
Generating value through propositions and presentations.
Addressing conflict and dissatisfaction in a calm and reasonable manner.
Effective qualifying and closing for partnership.


 

 

Section 5

 

Emotionally Intelligent Culture and Leadership
Leading with emotional and social responsibility.
Developing and encouraging emotionally intelligent teams.
Implementing reward programs, work incentives and events to build relationships and reduce stress.
Regularly recognising and appreciating the hard work of others.
Bonding with employees and encouraging positive relationships within and outside the workplace.

Certificate Description

Upon successful completion of this training course, delegates will be awarded a Holistique Training Certificate of Completion. For those who attend and complete the online training course, a Holistique Training e-Certificate will be provided.

Holistique Training Certificates are accredited by the British Accreditation Council (BAC) and The CPD Certification Service (CPD), and are certified under ISO 9001, ISO 21001, and ISO 29993 standards.

CPD credits for this course are granted by our Certificates and will be reflected on the Holistique Training Certificate of Completion. In accordance with the standards of The CPD Certification Service, one CPD credit is awarded per hour of course attendance. A maximum of 50 CPD credits can be claimed for any single course we currently offer.



Related Article

15 Emotional Intelligence Activities in the workplace
15 Emotional Intelligence Activities in the workplace
Enhance workplace dynamics with emotional intelligence activities. Understand team emotions, identify triggers, and engage in purposeful exercises for a harmonious workplace. Explore diverse strategies to foster empathy, communication, and emotional regulation, creating a thriving work environment.



Course Video



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Human Resources Management (HRM) Management & Leadership Sales & Marketing

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