Unit 1: Introduction to Customer-Oriented Selling
Provides an overview of the COS Program content and sales process.
Unit 2: Focusing on the Customer
Introduces concepts that are the foundation of Customer-Oriented Selling.
- The customer's perspective described by customer situation factors and customer
- The customer-focused skills of questioning, listening, and verifying.
Unit 3: The COS Sales Process
Covers the steps in each of the four phases of the sales process. These phases include:
opening the call, determining customer objectives and situation factors, presenting
recommendations using the objective-benefit-feature (OBF) concept, and obtaining customer commitments. Customer-focused skills, taught in Unit 2, are reinforced throughout this unit. Role-plays customized to your sales environment are a key activity in this unit.
Unit 4: Managing Sales Obstacles
Covers the processes and skills used to identify four types of sales obstacles. Participants are taught how to respond to these obstacles and then return to the sales process.
Unit 5: COS Call Planning
Call Planning applies the ideas, skills, and terminology learned in Units 1-4 to plan upcoming calls. COS Call Planning covers developing a customer profile, outlining a call plan, and conducting post-call analysis. This unit also contains an optional Final Role-Play Exercise.