Course Overview:
This course equips sales professionals and leaders with the skills to build trust, demonstrate empathy, and apply emotional intelligence (EI) in customer and team interactions. Participants will learn to use CRM insights (Salesforce, HubSpot, Dynamics 365), LinkedIn Sales Navigator, Power BI, Excel, and AI-enabled coaching tools to personalize engagement, strengthen customer confidence, and foster long-term business relationships.
The program is interactive and case-driven, focusing on practical strategies, real-world sales scenarios, and tools that help professionals sell with empathy, build credibility, and create a customer-centric experience.
Course Duration:
5 Days
Target Audience:
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Sales Executives and Managers
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Business Development Professionals
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Key Account Managers
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Relationship Managers
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Sales Enablement and Customer Success Leaders
Personal Impact:
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Develop the ability to connect with customers at an emotional level.
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Strengthen self-awareness and empathy in sales interactions.
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Improve negotiation, objection handling, and relationship building.
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Gain confidence in applying EI tools to customer engagement.
Organizational Impact:
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Improved customer trust, loyalty, and retention.
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Stronger team collaboration and morale.
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More effective sales processes through trust-based relationships.
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Sustainable growth from long-term client partnerships.
Course Outline
Course Objectives:
By the end of this course, participants will be able to:
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Apply emotional intelligence to sales and customer relationships.
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Build trust through authenticity, transparency, and empathy.
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Use data tools to personalize and enhance customer engagement.
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Strengthen conflict resolution and objection handling with EI.
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Create customer-centric sales strategies that foster loyalty.
Course Modules
Course Outline:
Module 1: Foundations of Trust & Emotional Intelligence in Sales
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Core elements of EI in sales (self-awareness, empathy, regulation, influence)
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The science of trust in customer decision-making
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Trust-building through authenticity and credibility
Case Study: How emotional intelligence transformed a failing sales pipeline
Module 2: Self-Awareness & Self-Regulation for Sales Professionals
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Recognizing emotional triggers in negotiations and customer interactions
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Managing pressure and staying composed in high-stakes sales situations
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Digital tools (journaling apps, AI-driven feedback) for self-assessment
Exercise: Self-awareness mapping for personal sales style
Module 3: Building Empathy & Customer-Centric Engagement
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Using CRM and LinkedIn Sales Navigator insights to personalize interactions
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Demonstrating active listening and emotional connection
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Storytelling with empathy to influence buying decisions
Simulation: Conducting an empathy-driven discovery call
Module 4: Applying EI to Objection Handling & Negotiation
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Using EI strategies to resolve conflicts with customers
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Managing difficult conversations without losing trust
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Leveraging AI tools to prepare for negotiation scenarios
Case Study: EI-based objection handling in enterprise sales
Module 5: Capstone – Designing a Trust & EI-Driven Sales Framework
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Embedding EI into day-to-day sales processes
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Building a trust-first sales culture within teams
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Designing a customer trust-building action plan
Capstone Project: Create a personalized framework for trust & EI-driven selling
Related Courses
Course Administration Details
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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