"The Customer Is King"—a nice principle, but not always easy to follow.  Some customers make life challenging for employees with behaviors like making excessive demands, being petty or impatient, or crossing boundaries.  This e⁠-⁠training course provides strategies for handling difficult customer interactions in ways that foster positive relationships and maintain a constructive business dynamic.  It focuses on developing a service-oriented mindset, explains techniques for de-escalation, and offers guidance on steering difficult conversations back on track. Participants will also learn how to set boundaries and respond effectively to boundary violations.

Schwierige Kund:innen: Herausfordernde Situationen souverän meistern

Tough Customers: Navigating Challenging Situations with Confidence 

Today, salespeople need to know more than just their product or service. They require extensive knowledge past simple customer and competitor information, or being able to conduct a sales conversation. Above all, salespersons must approach their key customers strategically and be able to build a relationship with them. This e⁠-⁠training course covers why a strategic approach is more important today than ever. You will learn what strategic sales is all about. Additionally, you will discover which situations and which customers strategic sales skills make sense for, and finally what mindset and skills are required for this.

Strategisches Verkaufen – Grundlagen des strategischen Vertriebs

Strategic Sales—Basics of Strategic Sales

Both talent and the right gut feeling are integral in operational sales. On a strategic level, however, it still requires a targeted approach with a system. During this e⁠-⁠learning course, you will learn what key account management is and which steps it involves. You will learn how to identify your key customers and which methods you can use to find out what makes them and their stakeholders tick. The e⁠-⁠training course also discusses answers to the following questions: What options are there for working with my key accounts? And which strategy is the right one? In this way, you will learn how to optimally develop your most valuable customers and achieve more revenue and profit in a partnership that suits both your company and the customer.

Strategisches Verkaufen – Die strategische Kundenentwicklung

Strategic Sales—Strategic Customer Development

Customer care plays a major role in strategic sales. Customers who do not feel like they are being looked after are very likely to turn to the competition or not make (further) purchases from your company. But what exactly is good customer care? Why does it make sense to understand the motives of customers and to consider them during customer care? Why does individual marketing make sense and what individual marketing measures are there? How can you implement them effectively? How can you successfully leverage cross-selling to build relationships? These issues will be addressed in detail during this e⁠-⁠training course.

Strategisches Verkaufen – Beziehungs­­gestaltung

Strategic Sales—Building Relationships

Phone calls are old fashioned you say? On the contrary! Phone calls still play a central role in communicating with customers in sales and customer service. But what is the right way to address clients on the phone? And how do you professionally conduct a telephone conversation? It takes practice. This course covers how to use your voice skillfully, prepare for customer phone calls, and how to navigate through phone conversations in a structured way. You will also learn how to respond effectively to complaints along with tricks that will give your phone communication skills a competitive edge. This is how you build a good rapport with those on the other end of the line.

Kundenorientierte Kommunikation am Telefon

Customer-Oriented Communication on the Phone

A needs analysis forms the basis for every sales conversation. In order to determine the demand, having knowledge of proven questioning techniques is important. Focusing on the easy-to-learn and highly-effective PPF Method, asking the right questions is exactly where this online training comes in. After asking questions about the present, the salesperson asks the customer questions about the past, and then uses future questions to further specify the need.

Bedarf ermitteln

Identifying Needs

The value does not depend on the product, but on the user. Because knowledge of the buying motive is fundamental to the value argumentation, this e⁠-⁠learning presents the four most important buying intentions - safety, recognition, profit and convenience - their recognition, and appropriate response. Building on this, participants learn the five-step technique of value argumentation. Realistic examples show what an individual value argumentation can look like.

Nutzen argumentieren

Demonstrating Value

Efficiency brings the highest possible return with relatively low investment. This is very important for customer acquisition as it is crucial to find exactly the right customers amongst thousands of potentials and to make the best possible initial contact. Research tools help users assess customer potential and then target those customers. This course also covers preparing the perfect Elevator Pitch.

Erstkontakt herstellen

Making Initial Contact

Many salespeople are excellent advisors, but often find it difficult to close the deal. This training enables sales staff to expand their skills by developing their closing technique. Using realistic scenes, you can observe how the purchase can be systematically completed. You will also learn how to terminate the sales process when it becomes clear that the customer does not want to buy.

Abschlüsse erzielen

Closing the Sale

"No!" does not always mean no. Objections do not mean disinterest on the part of the customer, but quite the opposite, potential attention. In order to be able to recognize, decode and, in the best case, crack objections from the other party, this course presents the ten most frequent objections and how to react to them. For example, the Acknowledgement Method, which consists of four stages - the acknowledgement phase, question phase, argumentation phase, and activation phase - has proven particularly effective here.

Einwände entkräften

Handling Objections

When building relationships in sales, it's not so much numbers, data and facts that count, but rather personality and likeability. One of the most important methods to achieve this is small talk. In this course, users will learn how to use small talk to build relationships. Additionally, this course discusses how you can use body language to respond to body language signals coming from the other person.

Beziehung aufbauen im Verkauf

Building Relationships in Sales

When a customer conversation gets emotional, it’s important to hit pause and de-escalate.  This microlearning offers practical strategies to help!

Im Kundengespräch kochen öfter mal die Emotionen hoch

Customer Conversations Can Sometimes Get Emotional

There are situations where clients seem to act irrationally from our perspective. Their decisions may be completely baffling, and they might even act against their own interests. This microlearning will show you how a shift in perspective can help uncover the reasons behind their behavior.

Das Verhalten meines Kunden oder meiner Kundin ist mir völlig unverständlich

I Can’t Make Any Sense of My Customer’s Behavior

With the GVZ method, you can specifically ask what drives your customers and which solutions make sense for them.

Bedarfe ermitteln mit der GVZ-Methode

Identifying Needs Using the GVZ Method

In order not to lose your customers to the competition when you adjust your prices, you have to make sure that they understand your reasons for the price adjustment and continue to trust you. Here's how you can do that.

Ich muss meinen Kund:innen eine Preisanpassung erklären

I Have to Explain a Price Adjustment to My Customers

To be able to offer complete solutions, you need to know everything when assessing a customer's needs. Here you will discover effective ways to obtain the desired information from your customer. 

Bedarfsermittlung: meine Kund:innen geben nicht alle Informationen preis

Needs Assessment: My Customers Do Not Disclose All Their Information

Comprehensive solutions are a win-win situation for you and your customers. This micro gives you useful tips on how to advise your customers in a solution-oriented manner.

Ich berate meine Kund:innen noch nicht ganzheitlich genug

I’m Not Advising My Customers Solution-Oriented Enough Yet

This micro is about entering the sales conversation with confidence and elegance.

Verkaufsgespräch: Ich möchte meine Kund:innen nicht überrumpeln

Sales Pitch: I Don't Want To Take My Customers by Surprise

How to navigate networking opportunities at an event

Auf Veranstaltungen trau ich mich nicht zu netzwerken

I'm Uncomfortable Networking at Events

If you cold-call, you'll also face rejection. This course will show you how to deal with rejection effectively and empathetically so that you can succeed.

Kaltakquise ist mir unangenehm

Cold Calling Makes Me Uncomfortable

To advise your customers according to their needs, it helps to ask open questions and learn more about them.

Ich weiß nicht, was meine Kund:innen wirklich wollen

I Don't Know What My Customers Really Want

The whole point of building a relationship is to make your relationship stand out from the competition. Just like in the past when you enjoyed sport events together. But how do you do that, with today's compliance rules?

Ich möchte meine Kundenbeziehung vertiefen, ohne zu nerven

I Want To Deepen My Customer Relationships Without Being Annoying

Cross-selling is a great way to increase sales and make your business more successful. By boosting your employees' self-confidence, you can motivate them to cross-sell.

Meine Mitarbeiter:innen betreiben kein Cross-Selling

My employees do not cross-sell

This micro is about being able to recognize when it's the right time for the customer to make a purchase decision and how to communicate that to them. After all, information about the decision is an important basis for possible further negotiations. 

Ich will meine Kund:innen nicht drängen

I Don't Want To Pressure My Customers

Who makes the decisions for your customers? Difficult to find out because people rarely talk about it directly. But with clever communication it can be found out!

Ich habe Schwierigkeiten, bei Kund:innen die Entscheiderstruktur herauszufinden

Determining Customer Hierarchy for Decision-Making Can Be Tough

This micro demonstrates how to overcome the "product is too expensive" objection by taking your customers seriously and engaging them emotionally.

Meine Kund:innen finden unser Produkt zu teuer

My Customers Find Our Product Too Expensive

The best way to convince customers is to determine personal benefits and later reassure that these benefits are really valuable. Practical examples further illustrate this.

Meine Kund:innen lassen sich auch von guten Argumenten nicht überzeugen

Even Good Arguments Don't Convince My Customers

In four steps, this micro will show you how to respond constructively to excessive discounting demands from clients. With these simple steps, both negotiators save face and achieve their goals.

Meine Kund:innen bringen mich mit unverhältnismäßigen Rabattwünschen aus dem Konzept

My Customers Are Sidetracking Me with Unreasonable Discount Requests

To ensure that your customers do not regret their purchase or exercise their right of withdrawal after a successful sale, you must also be there for them after the sales meeting. Here you can learn how to proactively and individually encourage them in their purchase decision.

Kaufreue: Meine Kund:innen machen einen Rückzieher

Buyer's Remorse: My Customers Are Backing Out of the Deal

Good relationships with your customers are the key to your success. Here's what to look for when meeting with them to build and grow the relationship

Tipps für den betrieblichen Beziehungsaufbau

Tips for Building Relationships in the Workplace

Good networking opportunities are sometimes missed or overlooked when acquiring new customers! Yet they are a prerequisite for effective, profitable business.

Kontaktchancen erkennen und nutzen

Recognize and Capitalize on Networking Opportunities

The three basic rules in customer service are: spark emotions, communicate regularly and surprise customers with personalized attention.

Kundenbeziehungen verbessern und vertiefen

Improve and Deepen Customer Relationships

In this micro, it's all about coming across as personable and authentic to customers. Personability is based on appreciation and is a major competitive advantage in consulting and sales.

Hilfe! Meine Kund:innen finden mich nicht sympathisch genug!

Help! I Don't Come-Off as Personable

With the 5⁠-⁠step technique, you can specifically address the needs of your customers and inspire them with your product.

Nutzen argumentieren mit der 5-Stufen-Technik

Arguing Benefits with the Five Step Technique

The Acknowledgment Method helps to professionally refute objections from customers in sales talks and convince them of a product or service.

Einwände entkräften mit der Quittungsmethode

Countering Objections with the Acknowledgment Method

If customers say no, this does not automatically mean that they do not want to buy. Using these tips, you can respond in a constructive, appreciative way while still getting them excited about a purchase.

Auf ein „Nein“ von Kund:innen adäquat reagieren – „Nein“ ist nicht gleich „Nein“!

Responding Adequately to a "No" From Customers: "No" is Not Just "No"

selling

Selling

With the PINKTUM Master Certificates, you sharpen your skills profile and are rewarded for consistent learning. Choose from different topic clusters for your personal development. Each cluster contains a selection of thematically appropriate e-trainings that you can flexibly compile as learning paths according to your needs. Once you successfully complete ten e-trainings from a topic cluster, you will earn a Master Certificate.

German-language learning paths for the PINKTUM Master Certificates can be completed in all subject clusters without restriction. We also offer the Master Certificates in English, French and Spanish. For these language versions, however, some e-trainings in the topic clusters will only be available at a later date.