1. Podcast episode:
Sales and negotiation

2. e-Learning module:
The art of persuading through listening

• Incorporating the five stages of persuasion into your arguments.
• Using the benefits of listening to help you persuade others.
• Reassuring your customer that he is being listened to and understood.
• Mastering the power of questioning to encourage the customer to think in a more mature way.
• Reinforcing your argument with active listening.

3. e-Learning module:
Convincing customers with a winning offer

• Identifying the factors involved in your customer's act of buying.
• Adapting your offer and your arguments to cement your credibility.
• Using comparative arguments in an ethical way to convince your customer when faced with an offer from a competitor.
• Structuring your offer in a way that convinces effectively.

4. e-Learning module:
Using formal power to encourage debate

• Playing on the irrational aspects to reinforce your customer relationships.
• Using expression techniques to reinforce your power of persuasion in sales.
• Reinforcing your power of persuasion using non-verbal communication.
• Maintaining your influence through continual interaction.

5. Podcast episode:
Questioning strategies to identify customer needs

6. e-Learning module:
Using emotions to build trust

• 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.

7. Podcast episode:
The impact of emotions in sales staff and customer relationships

8. e-Learning module:
Using your charisma in difficult situations

• Deciphering ineffective behaviour that can damage credibility.
• Three tools to help you develop your self-confidence and charisma.
• Reinforcing your personal impact during the prospecting phase.
• Consolidating the sale during the negotiation phase.
• Techniques to help you be assertive in difficult situations.