Conversational Selling Workshop

An Overview of the Conversational Selling Training Course

This one day workshop is for anyone who is engaged in a sales or customer service role.  It is particularly applicable to those who need to improve customer perceptions of service as well as maximise sales opportunities, such as retail, contact centre, booking and reservations staff and finance.  Conversational selling is based on the concept that if you show a genuine interest in people, get them talking and ask the right questions, you will identify sales opportunities as well as enhance the customers’ perception of you and your company.  This is an overview only and all our courses are customised to reflect your products, customers and challenges.

Workshop Objectives

By the end of the workshop participants will be able to:

Show the ability to execute the Conversational Sales Model (Connect, Find Out, Match, Complete) to company standards

  • Understand how customers make major purchasing decisions
  • Align the sales process with the customer buying cycle
  • Show the correct attitude and body language
  • Connect with the customer –using conversational selling techniques
  • Ask questions to identify the right solution and key areas for our value proposition
  • Use effective questioning skills to qualify opportunities
  • Use a conversational style to understand real needs and desires
  • Present the right option in the most compelling way
  • Deal with customer concerns using the 3 stage process
  • Complete the interaction with a positive advance

Workshop Agenda Timeline


Introductions, Agendas and Objectives

Personal Expectations

  • What is our goal with our customers?
  • What are my personal expectations and goals
  • Customer delight and how to achieve it


Core Communication Skills:

  • Body Language and Presentation
  • Questioning and Listening
  • Controlling the Discussion



The Customer Engagement:

  • What Is Conversational Selling?
  • Conversational Selling Parts One and Two:
  • Part One - Connect with the customer - relaxed and engaged
  • Part Two - Find Out customers’ needs, situation and concerns
  • Exercise –practice and feedback




The Customer Engagement:

  • Conversational Selling Parts Three and Four:
  • Part Three - Match – your advice to the customers’ needs
  • Part Four - Complete – confirm acceptance of your advice and complete the sale – handle queries
  • Exercise – practice and feedback



  • What are we happy with?
  • What needs some work?
  • What can we do to get it right?
  • Personal self – assessment and practice of self-selected skills needing development




Putting It All Together

  • Final exercises – Connect, Find Out, Match, Complete
  • Feedback – peer and group
  • Workplace implementation plans and introduction of workplace tools



Talk to us about developing a program tailored to your needs:

Prosell has resources to deliver training programs across Australia;
covering Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra and internationally.

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Prosell provides customised training, coaching, and program choices that cater to teams with expertise in sales, retail, corporate, call centres, and customer service. These options are specifically designed to meet the needs of clients and are accessible in Sydney, Melbourne, Brisbane, Perth, Adelaide, and Canberra, New Zealand, and the Asia Pacific area.

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Sydney NSW 2065 Australia

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