Sales Course / Introduction to Selling Newsletter – Customer interactions

“Give me someone of average ability with a burning desire and I will give you a winner in return; every time” Andrew Carnegie

In today’s challenging times highly productive and motivated sales staff are key to business survival. More and more managers are tasked with improving sales performance and training staff how to sell more. If you want to get more customers buying your products and services your sales team must be able to use productive selling techniques; sales closing skills; be confident in answering objections; even down to dealing with difficult customers.

We, at Total Success Training Ltd are always being asked if our Sales Training Courses and Telemarketing Seminars teach techniques ‘that really work’ in the real world’. The answer to that question is ‘YES’ because our trainers not only train sales techniques but have actually sold over the telephone in previous jobs. They are able to use their experience to train our delegates to understand the tools and techniques that will enable them to sell confidently and with flair.

We have over 20 years of sales training expertise and use our experiences to show the best and most practical ways to boost sales results and how to sell effectively.

This is a valuable foundation course that is highly structured, interactive and focuses on bringing out the best of our delegates in a supportive environment. Most people possess the ability to sell and negotiate and our trainers use their 20 years of selling and training experience to increase the confidence and competence of potential sales ‘superstars’.

Introduction to Selling, Telesales, Negotiation skills and Presentation Skills are some of the sales related courses trained by Total Success Training  throughout the UK.  If you require further information on our training courses please contact us.

Interacting and summarising

This is the critical part of the sale as you should be aware of all the needs/problems of the customer and be able to sum them up in a few short phrases. Although this seems like a short and non-significant part of the sale it is vital to sum up what your customer has disclosed so that you are confident in progressing to the next phase of the sale. Don’t assume you know what the customer needs until you relay back to them what you understand those needs to be.

Summarising is key to need-finding and objection handling as you are clarifying with the customer what’s important, and assessing your next step and chances of success. It also shows that you are truly listening to your customer.

 Only when you have this commitment from them is it safe to proceed onto the next step. Failure to get a “Yes” could mean you going down the wrong path when you start to present your products features and benefits.

 When to do it? How to do it?

When no new information is coming from the customer

  • When there is an obvious need to ‘snap-shot’ the conversation to make clear what has been said
  • To clarify understanding between parties
  • To gain the green light to proceed to next point
  • To test the commitment of the customer at this point of the sale

Typical summary statements are:

Let me see if I’ve understood your situation…….

So what you’re saying is……..

That’s interesting; you say you need to achieve…………. and …………. within the next year. Is that correct?

If I hear you correctly you need us to ………..….

Let me see if I understand what you are saying. You need deliveries every month not every quarter. Correct?

Just to check if I’ve got this right, you’re looking for a cost effective advertising programme which will target the key decision makers in your area. Is that correct?

“Can I just interrupt you for a moment?”

“I’d like to pause for a moment”

“Early you said that …..”

“It might be useful if we were to explore this in more detail”

“I’d like to summarise because I feel I may have missed something that you said earlier”

“Would you like to give me a brief summary of the issues which are important to you?”

 “What do you think will happen from here?”

“When did you start to think that?”

“How does that make you feel?”

“You said earlier you felt this way because of …………… could you explain that in more detail”


 Reflecting is saying back to the speaker what you believe the speaker has just said, using language that is close to the speaker’s own. A good reflection should capture both the substance and the emotional tone of what the speaker has said, without parroting. Reflecting should be used with caution, because it can be a very subtle way to manipulate or reframe what the speaker has said for the mediator’s own purposes.

“What l am hearing is…”

  • “What you seem to be saying is…”
  • “What I understand you to be saying is…”
  • “In other words…”

 Checking in is a way to make the process transparent by asking the party whether a decision-point that you have noticed is one they want to consider and/or act upon.

“So what do you think we should be considering now?”

  • “Are you comfortable with the way this is going?”
  • “Are you ready to move on to [this new point] or do you want to stay with this part of the discussion a while longer?”

Sales Courses – Introduction to Selling – Course Dates

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Who will benefit from the course?

This course is designed to give new salespeople the confidence to appoint, present to and close potential customers. Delegate numbers are limited to no more than six to allow an environment where the maximum learning can be achieved. We use a combination of learning methods but place emphasis on role-play reinforcement of real life situations based on products and services relevant to the delegate’s organisation.

Introduction to Selling Course Agenda

  • Introductions and objectives
  • The psychology and principles of selling
  • How to create positive first impressions
  • Building trust and rapport with your customers
  • Using questions to uncover customer needs
  • Listening skills
  • Understanding features and selling benefits
  • Identifying buying signals
  • Understanding and handling objections with ease
  • Closing the sale
  • Appointment making
  • Final paperwork and action planning

Our training is carried out in a risk free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.

Why choose Total Success for your training?

  • our lead trainers have over 18 years experience in training
  • a maximum of 8 delegates means more time spent on individual needs
  • we guarantee to run the course and will never cancel at the last moment
  • free subscription to our monthly training newsletter

All open courses are trained in Central London at the St Giles Hotel.

Each delegate receives a comprehensive training workbook that doubles as an open course manual. Courses run from 9.30-5.30 with lunch and refreshments provided.

In-Company Courses

Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements

Total Success Training Packs

Why use a total success training pack

If you are looking to run your own training course but lack the materials and the time to develop a fully functional training seminar we produce a range of training materials and packs which will suit your requirements exactly. All of our packs and been written by our own training experts and we can guarantee that the training pack will satisfy your course requirements. Each pack will contain a full set of PowerPoint training slides, trainer’s notes, a course manual, and a full set of handouts and activities.

We have been running our courses since 1995 and have trained 1000’s of people via open courses and in-company seminars. We guarantee that the course you buy is the one we train. All courses are trainer and trainee friendly so you’ll be up and running quickly (depending on your training experience).

We know how difficult it is to choose amongst the many training materials available on line, that’s why we have 3 packages that will suit you needs. With our gold, silver and bronze packages you can choose the training format that’s right for you and your budget. Call us 0044 (0)208 269 1177 to discuss your requirements or email us

Related information

Total success training also produced a number of newsletter webpages that carry great information on all our training topics.  Below you will find a selection of related newsletter pages. You can click on any of the links and they will give you stacks of really interesting information relating to this subject t. If you like the content of these pages you can subscribe to our newsletter page and we will send you a newsletter every month. we update our pages very regularly so will always be more great information each time you log onto our site.
Click on any of these links for stacks of great tips and techniques sales and selling techniques

Total Success book’s and publications

The Book. If you really don’t have the time to attend one of our fantastic training courses and seminars, don’t worry. You can still enhance your knowledge and skills by purchasing training information from our website. Our lead trainer, Warren Wint has written a book entitled ‘Successful Time Management’ which is packed with tips and techniques to help you manage your time more effectively and more efficiently. You can purchase the book by clicking on the link below and downloading it to your own computer

Bite-sized Training Guides. We had also produced a range of bite-sized training guides on various subjects relating to all our training topics. These short guides are written to give enough information on the topics that interest you. We include topics such as managing e-mail, setting goals and prioritising, the art and skill of effective delegation, and managing busy workloads and deadlines. These are designed for you to work through your topics in approximately 30 to 40 min, and not only give you valuable information but also include exercises and activities to enable you to learn at your own pace and on the go. These are very competitively priced at 99p each because we want you to not only gain valuable information but also to keep coming back and purchasing more to enable you to become a fabulous manager of time. Click the links below and download our training guides as PDF documents so you will be able to start achieving your goals today!


We produce a range of podcasts and audio downloads that you can download to hear how we conduct our training courses. These are available in live audio if you click on the links below and it’s almost like being on one of our courses. They allow you to hear how we carry out some of the topics in our training courses. If you like them and want to hear more please go to our Podcast pages on the website

Listen to our Time Management Podcasts