Sales and customer service

Scope of training and programmes:

Direct sales (B2B / B2C)

• A structured sales conversation model — from objective to customer decision.
• Needs analysis and questioning techniques.
• Value-based presentation — focusing on outcomes, not features.
• Handling objections and difficult customer questions.
• Closing sales without pressure or manipulation.
• Planning sales activities and working with targets.
• Emotional intelligence in sales and relationship building.

Pharmaceutical sales and promotion:

• Medical communication in representative roles.
• Patient-centric approach to promotional visits.
• Structuring visits from objective to physician decision.
• Understanding doctor and pharmacist needs.
• Presenting therapeutic value of products.
• Handling objections in promotional conversations.
• Key Account Management in healthcare environments.

Customer service (call centres / support teams):

• Customer communication — face-to-face and phone-based.
• Difficult customers and emotional de-escalation.
• Complaints handling and conflict conversations.
• Assertiveness in customer service.
• Professional communication under pressure.

Methodologies and tools:

• Sales frameworks: including SPIN Selling and Challenger.
• Key Account Management: SWOT analysis, Critical Success Factors, KPIs.
• Polish Medical Communication Society protocols: including Shared Decision Making.
• Customer service models: GROW, SERVQUAL, REACT, AIDET.