High Impact Defensive Selling – Services (2D)



Nothing is more frustrating to an organization than to see their selling initiatives lead to a vicious cycle of stagnant growth where they are successful in gaining new accounts while existing hard-gained accounts cease their services for a variety of reasons. After all, we all can appreciate why in business we should avoid the trap of a “leaking bucket” where the more we gain, we lose just as much, if not more. In today’s highly competitive marketplace, every organization is looking for that extra edge in gaining and keeping their share of the market. Where the economy is already challenging and the competition relentless, how do you defend your existing customer base, while getting to cross-sell across the channels at the same time?

This intensive, hands-on, activity-driven program teaches skills that boost sales and profitability through an increased understanding and effective implementation of the defensive selling process. It helps sharpen the selling skills of even experienced sales personnel, empowering you to take advantage of every defensive sales opportunity and expanding your business at the same time. Through a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact at every given opportunity when defending your customers every time.

High Impact Defensive Selling: Services focuses on the following areas:

Active listening and discovery questioning




Structured selling process

Training Outcome
After completing the training, you should be able to:
  • Create a loyal relationship between the customer and your company’s brand and what it represents
  • Defend the sale with minimum effort and maximum results in revenue and profitability
  • Maximize the effectiveness of every customer interaction
  • Sell almost anything to almost anyone, every time
  • Use various selling strategies to develop winning solutions for your customers
Our Methodology

Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you've already accumulated.  They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization's success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Framework and Implementation
Our unique experiential framework and implementation empowers you to:
  • Build and strengthen customers’ relationship with professionalism
  • Develop your personal unique selling style
  • Employ effective communication skills to different types of customers
  • Enhance listening skills and powerful non-verbal skills
  • Gain commitment to long-term partnership in the shortest possible time
  • Identify origins of your selling behaviors and remove limiting beliefs about selling
  • Implement beliefs that build confidence in selling
  • Overcome objections effectively
  • Present the services and solutions persuasively
  • Sell with certainty
  • Take action to develop a resolute selling mindset and ethics in encouraging the development of a brand-oriented selling culture
  • Understand and employ the selling and buying process effectively

Our program outline encompasses the following modules:

Day 1:

Module 1: Overview
  • Setting the scene
  • First responders to inbound communication
  • Acknowledge, reply and call to action
  • Elevator pitch techniques
  • Gaining the appointment
Module 2: Engage
  • The Customer Relationship Dial
  • Creating positive first impressions
  • Applying influencing principles
  • Finding common ground
  • Transition statements
Module 3: The Principles Of Influence In Selling
  • Reciprocity
  • Scarcity
  • Authority
  • Consistency
  • Liking
  • Social proof
Module 4: Discover
  • Discovery questioning techniques
  • Funneling
  • Active listening techniques
  • The art of being curious
  • Prioritizing needs

Day 2:

Module 5: Selling Benefits
  • The Customer Needs Pyramid
  • Matching customer needs with benefits
  • Creating USPs
  • Using Customer Value Drivers
  • Crafting effective sales conversations
Module 6: Handling Objections
  • Types of objections
  • Dealing with different non-tactical objection types
  • Handling tactical objections
  • Hold vs trade
  • Confirming agreements
Module 7: Securing The Buy-In
  • Business vs sales
  • What are buying signals
  • Types of buying signals
  • Techniques in closing
  • Identifying follow-up actions
Module 8: Account Servicing - Making Sure Lightning Doesn’t Strike Twice
  • Summarize and confirming
  • Execution priorities
  • Joint courtesy calls
  • Key account management
  • Long term partnership

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