Zakelijk Engels voor Dummies

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1. Vergaderingen en onderhandelingen
-The talk before the talk
-Small talk (about something other than the weather)
-Identify and skilfully avoid embarrassments
-Take the "so what?" test
-Pay attention to body language
-High-profile but not pushy
-Play your trump cards right
-Remaining unfazed in the hour of truth

2. Teamwork en leiding geven
-Rules for good teamwork
-Communicate visions
-Recognising conflict
-A perfect team
-Selling successfully as a team
-Call centre agents act as "secretary"
-Customer service boosts sales
-Make the customer a member of the team
-The sales representative as market researcher?

3. Verkopen in het Engels
-The salesperson makes the difference
-Liven up your e-mails and letters
-Supervise yourself properly
-Raise awareness by asking the right questions
-Emotionalising the sales approach
-Correct assessment of customer inquiries
-Successfully dealing with buying conflicts
-Prospecting on difficult terrain
-How to "sell" bad news well
-How to react if customers are pressed for time
-Profiting from refusals
-Achieving success in a difficult market

4. Omgaan met de klant
-Find out what prospective customers want
-Being present without pressuring
-Discuss a customer's buying inhibitions openly
-Remain friendly regardless
-The "Magic Six" for good customer rapport
-Do all customers deserve equal treatment?
-Establishing stable customer relationships
-Gain your customers' respect
-Handling difficult customers
-How to keep customer relationships alive
-Inspire and motivate customers
-From satisfied to enthusiastic

5. Contacten onderhouden en netwerken
-Establishing and nurturing useful contacts
-How to deal with a new contact person
-New contacts can open up new opportunities
-Networking gets you to the decision maker
-Opening a new door to key accounts
-Be proactive in getting referrals
-Is the ABC-analysis still up-to-date?

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