Negotiating and Closing for Trust and Loyalty

Helping a customer reach a confident “yes” is not about pressure, it’s about partnership. In this practical session, sales professionals will strengthen their negotiating and closing skills in a way that builds trust, reinforces loyalty, and delivers lasting value for both the customer and the business. Through proven techniques and customer-centric models, participants will learn how to handle objections with empathy, negotiate for mutual benefit, and recognise when and how to confidently close the sale. The session focuses on creating a seamless and supportive experience, ensuring the customer feels understood, respected, and ready to move forward.

Objectives:

• Present the offer in a professional, customer-focused way – ensure the proposal reflects the customer’s needs, values, and priorities
• Recognise and respond effectively to sales objections – use the APAC model to explore concerns and resolve them with empathy and confidence
• Apply active listening throughout the negotiation process – demonstrate listening techniques that build trust and reveal deeper customer insight
• Use the Feel, Felt, Found technique with impact – reassure and relate to the customer’s perspective through structured, empathetic responses
• Negotiate for mutual benefit – identify opportunities to add value while maintaining alignment with business objectives
• Identify the right moment to close – interpret verbal and non-verbal buying signals and apply appropriate closing techniques with assurance
• Create added value in the closing stage – exceed expectations by offering meaningful extras that strengthen the overall proposition

Duration: 4 hours

Assessment: Included ✓ (80% Pass, 90% Merit, 95% Distinction)

Certificate: Included ✓

Follow Up Resources: Included ✓