“53% of customer loyalty – customers who choose to buy from a company repeatedly – is not the result of the product, company or service, but the behaviours salespeople use when selling.“
CEB – The Corporate Executive Board
“53% of customer loyalty – customers who choose to buy from a company repeatedly – is not the result of the product, company or service, but the behaviours salespeople use when selling.“
CEB – The Corporate Executive Board
“37% of salespeople are consistently effective. What’s more, some of the behaviours of the remaining 63% actually drove down performance.”
Harvard Business Review
“Top performing salespeople are 12 times more productive than an average performer. About one third of the difference is due to technical skill and cognitive ability, while two thirds is due to emotional intelligence.”
Daniel Goleman, Working with Emotional Intelligence
The ability to regulate emotions helps improve perceptions of trustworthiness and integrity – incredibly important attributes for the professional salesperson.
Understanding emotions and those of others helps us to display more empathy, helps us to ask wiser questions, suggest better solutions, and handle objections more effectively.
Salespeople with high levels of emotional intelligence are able to reflect on their own emotions and adjust them to best fit with the customer and the situation that they are dealing with.
They can anticipate and plan sales interactions to help ensure the customer feels valued and confident in dealing with them.
Salespeople with high emotional intelligence are more capable of managing and adapting their own emotions to support and influence the emotions of their customers in a subtle way that brings about positive interactions and builds relationships.
L'Oreal sales professionals hired based on their emotional intelligence outperformed their peers by $90,000+ at the end of the first year.
Customers or clients are buyers who purchase based on emotions and justify their choices with logic. Today, customers are able to justify their decisions online and elsewhere without any input at all from salespeople. However, good selling is about the connections you make, how well you work through objections, and how confident that you make your customers fell that will help you to make the sale.
Delivering on your promises, maintaining authentic relationships and helping your customers navigate internal disagreements helps to keep them loyal. Emotional intelligence is the critical competency that underpins all this
Salespeople with high levels of emotional intelligence are able to reflect on their own emotions and adjust them to best fit with the customer and the situation that they are dealing with.
They can anticipate and plan sales interactions to help ensure the customer feels valued and confident in dealing with them.
Salespeople with high emotional intelligence are more capable of managing and adapting their own emotions to support and influence the emotions of their customers in a subtle way that brings about positive interactions and builds relationships.
This course will help you improve your understanding of emotions and emotional intelligence in selling. Included are a range of practical tools and techniques for applying emotional intelligence in sales interactions with clients and customers.
Customers come in all shapes and sizes. Understanding the nature of each individual customer's needs will improve your sales and ensure optimum customer care.
When you learn skills to respond rather than react to behavioural differences, you conserve energy for what is really important - fulfilling customer's needs.
The course will help you to differentiate the needs of customers and plan strategies to meet those needs.
This highly practical course is unusual because it considers emotional intelligence as a fundamental part of selling.
The course doesn't cover prospecting and ways to get a sales appointment, these require the use of emotional intelligence in other ways.
The course covers the way that you engage with customers before, during and after a sales meeting through the application of emotional intelligence to make authentic decisions and build quality relationships.
The course provides a step-by-step approach to applying emotional intelligence principles to your sales process focusing on working with the emotions of your customer and how these influence their social interactions.
The course will help you to develop your skills in asking questions around needs, listening, presenting your product or service and handling objections underpinned with emotional intelligence.
Within this course, you learn how to
Recognise the importance of emotional intelligence in selling and how you can use it to build your relationships with your customers
Determine how your attitude to selling influences your sales success
Identify the emotions that drive the selling process and how to work with them effectively
Describe your uniqueness in terms of what you are selling and how you sell it
Discover emotionally intelligent ways to sell through needs-based selling
Examine ways to handle objections with confidence
Identify the four social interactions style that drive customer / client behaviour
Explain how to work with and sell to each social interaction style for maximum success
Solve problems for your customers / clients by becoming a trusted resource and advisor
The course is being continually refined and updated to ensure it remains current and relevant. Feedback is always welcome.
All PDFs can be completed online and are Section 508 / ADA Accessibility compliant.
All videos are High Definition recorded in 1080p.
All videos have grammatically correct English captions.
Course updated - January 2024
This video introduces the course "Selling with Emotional Intelligence"
This video gives details about this course on the Udemy platform and ways to get the most from it by using your emotional intelligence.
How comfortable are you with sales, selling and being a sales person?
This practical activity gets your to deeply think about your perceptions around selling and the change to reflective on your reasons for taking the course.
This lecture discusses the differences between customers and clients, and the differences between products and services before presenting the learning outcomes covered in this course.
This lecture investigates the relationship between selling skills and emotional intelligence skills and how they work together.
This practical activity will guide you through a process that will enable you to define your uniqueness around what you sell and how you sell it.
This video gives an overview of emotional intelligence. It provides a definition and the meaning of emotional intelligence.
This video provides broad look at emotions and why they are important to consider in the work environment.
Here are some examples of when emotions are experienced at work and why emotional intelligence is more important than cognitive intelligence (IQ) in selling.
This video explores some of the emotions involved when selling.
This video investigates how emotions underpin rational buying decisions and gives an overview of the emotions involved in buying.
Greed is a powerful emotional driver focusing on what will be gained - "If I make a decision now, I will be rewarded."
Fear is a powerful emotional driver focusing on what will be lost - "If I don't make a decision now, I'm in trouble."
Altruism is a powerful emotional driver focusing on helping others - "If I make a decision now, I will help others."
Envy is a powerful emotional driver focusing on what others may gain - "If I don't make a decision now, my competition will win."
Pride is a powerful emotional driver focusing on what will be good choices - "If I make a decision now, I will look smart."
Shame is a powerful emotional driver focusing on what will be bad choices - "If I don't make a decision now, I will look stupid."
Selling is a process but the most important aspect of any selling situation is, not which approach we use, but the attitude with which we approach it and how we use our emotional intelligence. This video introduces the concept of selling around the customer and their needs.
This lecture investigates why setting a good pre-call objective is important to give your sales meeting a purpose and the right focus.
This lecture investigates how the emotional intelligence component of empathy is vital in selling and in building rapport.
Selling to needs is a good focus for selling but, often, the customer may not even be aware of their needs.
This lecture covers the types of questions and probes that you can use to be effective in selling.
This lecture explores the difference between features and benefits with a useful way of converting any feature of your product or service into a benefit for your customer.
Objections show interest in what you are selling. The way that you handle them can make or break your sale.
This lecture cover a range of techniques that you can use to handle a variety of different objections.
Sometimes you will be meant with an objection that you (or even the best sales person) can handle, This lecture helps you to work with these objections when they arise.
This practical activity encourages you to write down how you might respond to objections using various objection handing techniques. This will help you to focus on delivering the specific benefits that your product or service offers in order that you can handle the objection confidently, professionally and to everyone’s satisfaction.
Closing is the most important part of the sale, but how can you close the sale in ways that are emotionally intelligent?
Here is a case study of a sales meeting between a sales person and a customer. See if you can identify the types of probes that the salesperson uses to built rapport and manage the sales meeting.
Social interaction styles consider preferred patterns of behaviour for a large number of situations. This section looks at the four styles based on assertiveness and emotional control and how these work in selling situations.
Before you continue any further with this course, please complete this short interactive questionnaire. It is designed to give you some insights around your preferred Social Interaction Style.
Full instructions and scoring details are given within the booklet.
The Driver Social Interaction Style has a clear idea of their ambitions and goals, as well as the directness and forcefulness to achieve those goals. It also means that people with this Interaction Style will tend to have a competitive attitude, and they will generally follow their own ideas rather than work cooperatively with others.
Working through the sales process, here are some specific hints and tips that you should consider when selling to Drivers.
People with the Expressive Social Interaction Style are enthusiastic and good motivators and are highly creative. People like this desire acceptance and social esteem. They enjoy being recognised for their creativeness, ability to motivate and influence, and especially for their sense of humour when possible. They want to be around others and desire for environments to be positive and even fun, both at work and socially.
Working through the sales process, here are some specific hints and tips that you should consider when selling to Expressives.
People with the Amiable Social Interaction Style show patience, calmness and gentle openness. They are generally amiable and warm-hearted, being sympathetic to others' points of view, and valuing positive interaction with others.
Working through the sales process, here are some specific hints and tips that you should consider when selling to Amiables.
People with the Analytical Social Interaction Style often appear reticent and aloof, as they are reluctant to reveal information about themselves or their ideas unless absolutely necessary. They will tend to use existing structures and rules to accomplish their aims and adhere to rules, authority and logical argument to influence the actions of others.
Working through the sales process, here are some specific hints and tips that you should consider when selling to Analyticals.
Check your understanding and knowledge of selling to the needs of each Social Interaction Style.
Each Social Interaction Style reacts to stress in its own way around using their assertiveness and working with their emotions. These behavioural responses are investigated in this lecture.
This lesson contains a downloadable crib-sheet. You can print as many copies as you like. You are not going to be able to get people that you interact with to complete a questionnaire to determine their Social Interaction Style! This short assessment gives you a way to determine a person's Social Interaction Style by observing various aspects of their body language and the way they talk.
Using this will help you to become more familiar with the Social Interaction Styles in the real world and will give you a strong indicator of this person’s leading Social Interaction Style.
This lesson contains a downloadable crib-sheet. You can print as many copies as you like. You are not going to be able to get people that you interact with to complete a questionnaire to determine their Social Interaction Style! This short assessment gives you a way to determine a person's Social Interaction Style by observing various aspects of their body language and the way they talk.
Using this will help you to become more familiar with the Social Interaction Styles in the real world and will give you a strong indicator of this person’s leading Social Interaction Style.
This lecture investigates some ways that you can become more flexible with the Social Interaction Styles.
Now that you have some knowledge of the Social Interaction Styles, this lecture explores the question, "What now?".
Working with your preferred social interaction style(s) is easy. Selling to people who have your least preferred social interaction style can be challenging.
This practical activity is designed to get you to think about how to adapt your style to sell more effectively with people who have your least preferred social interaction style.
A few final words to conclude this module. In this lesson, we look at how each Social Interaction Style works with their emotional intelligence.
This lesson considers the importance of understanding the need for flexibility when adapting to each of the Social Interaction Styles.
When expectations are not met, customers will become unhappy and react according to their Social Interaction Style.
This quiz will check your understanding of how each Social Interaction Style reacts to stress and pressure.
Customers can often behave in ways that are not emotionally intelligent at times leading us to feel angry and frustrated. This lecture explores ways to manage these emotions more effectively.
This lecture investigates the behavioural responses seen under stress from a neuroscientific perspective and how to recognise these behaviours.
This lecture considers a way that you can use your emotional intelligence to engage with someone who is reacting emotionally to your sales presentation.
This is a practical activity to conclude the course. It asks you to consider your goals and objectives for taking the course that you set for yourself at the beginning of the course. It will help you to think about what you have learnt from this course and what you have got out of it.
This lecture concludes the course on selling with emotional intelligence posing two important questions.
This video will help you if you are having issues accessing your Certificate of Completion.
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