Outcomes:

• Define authenticity and explain how it applies to negotiations.
• Know when to negotiate and when not to.
• Understand the philosophy of negotiation and the different types of negotiation strategies.
• Apply the negotiation process and steps to a sales interaction.
• Know how to break deadlocks and how to delay a negotiation.
• Know the various types of closes in a negotiation and what to avoid.
• Apply the negotiation steps to a role play and various other case studies.

What you will learn:

• Negotiation Philosophy
• Negotiation Strategies
• Stages in Negotiation
• Steps in Conducting a Negotiation

Target Audience:

• Aspiring contact centre agents and customer service representatives.
• Individuals who already work as contact centre and/or BPO professionals seeking to enhance their contact centre skills for career growth.