Training Description
A one-day training in the form of a practical tournament allowing for precise diagnosis of the current level of participants’ sales and communication competencies. The program combines elements of practical assessment through situational role-plays in sales and customer service with professional psychometric diagnosis. The use of recognized diagnostic tools allows for obtaining a complete picture of each participant’s predispositions and areas for development. The training is conducted in a workshop format with individual feedback for each participant.
Participant Profile
We invite the following to participate in the training:
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Sales and customer service department employees wanting to learn their strengths and areas for development
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Sales team managers interested in assessing the potential of their employees
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Candidates for sales positions in the recruitment process
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Customer service specialists wanting to increase the effectiveness of their activities
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Sales representatives wanting to obtain a professional diagnosis of their competencies
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Sales support department employees planning development toward sales
Agenda
- Introduction and overview of assessment methodology
Presentation of the training day’s goals and structure
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Discussion of sales competency assessment criteria
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Explanation of the rules for participation in situational role-plays
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Presentation of diagnostic tools
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Practical assessment - situational role-plays
Conducting sales conversations
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Handling customer objections
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Business negotiations
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Handling difficult situations in customer contact
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Psychometric diagnosis
Completion of the Eysenck Personality Questionnaire EPQ-R
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Completion of the FCZ-KT study (Formal Characteristics of Behavior)
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Discussion of the significance of measured dimensions
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Introduction to results interpretation
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Summary and development planning
Gathering observations from the practical part
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Initial discussion of strengths
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Identification of areas for development
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Establishing next development steps
Benefits
Opportunity to learn your own personality profile and temperament in the context of sales predispositions. Receiving a professional diagnosis of sales competencies based on recognized psychometric tools. Gaining practical knowledge about your own style of conducting business conversations. Learning about areas requiring further development based on objective criteria. Obtaining individual development recommendations based on the results of conducted studies. Determining your potential in sales and customer service.
Required Participant Preparation
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Minimum one year of experience in sales or customer service
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Basic knowledge of sales techniques
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Experience in conducting business conversations
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Willingness to actively participate in situational role-plays
Topics
Topics covered during the training include:
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Basic personality dimensions in the context of sales
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The importance of temperament in customer work
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The impact of neuroticism on sales effectiveness
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The role of extraversion in building customer relationships
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Communication styles in the sales process
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Techniques for conducting business conversations
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Professional customer service standards
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Methods for handling difficult situations
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Psychological aspects of the sales process
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The impact of personality on sales effectiveness
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Diagnosis of sales predispositions
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Planning the development of commercial competencies
Read Also
- ‘Personalization at massive scale with AI: how to create unique customer experiences and increase sales?’
- ‘Professional customer service: building the image and competence of front-line employees’
Read also
- Business Process Automation with AI: From Customer Service to Finance – Real Examples and Benefits for Your Company
- Professional customer service: building the image and competence of front-line employees
- Consultative B2B Sales — Techniques for Effective Value-Based Selling
Develop your skills
Want to deepen your knowledge in this area? Check out our training led by experienced EITT instructors.
➡️ Sales and Customer Service Academy: A Super Review Meeting — EITT training
Frequently Asked Questions
What is the Sales and Customer Service Academy supervision meeting?
It is a one-day training in the form of a practical tournament that diagnoses the current level of participants’ sales and communication competencies. The program combines situational role-plays in sales and customer service with professional psychometric diagnosis using recognized tools like the Eysenck Personality Questionnaire and FCZ-KT study.
Who should participate in the supervision meeting?
The training is designed for sales and customer service employees wanting to identify their strengths, sales team managers assessing employee potential, candidates for sales positions, and anyone planning a career transition toward sales roles.
What psychometric tools are used during the assessment?
The training uses the Eysenck Personality Questionnaire EPQ-R and the FCZ-KT study (Formal Characteristics of Behavior). These recognized diagnostic tools provide a comprehensive picture of each participant’s personality profile, temperament, and sales predispositions.
What do participants receive after the supervision meeting?
Each participant receives individual feedback based on both practical assessment results and psychometric diagnosis. This includes identification of strengths and areas for development, personalized development recommendations, and a clear picture of their sales and customer service potential.