Selling Smartly: Techniques for Lasting Impact - Our Programmes

Begin with Selling in the New World, where you’ll shift from traditional product-centric selling to trust-based selling, helping clients make informed buying decisions. Next, master the art of negotiation to Achieve an All-Win Result, adopting a “Go-giver” attitude to foster sustainable relationships. Learn how to handle objections and deliver unfavourable news effectively in Managing Difficult Conversations, transforming sceptics into advocates. Finally, elevate your customer interactions with Customer Service Excellence, using innovative strategies to provide a cutting-edge client experience that builds loyalty and differentiates you from competitors. Through interactive sessions, real-world case studies, and practical exercises, this programme ensures participants leave with actionable insights and the confidence to drive client satisfaction and long-term success.

Programme Outline

Learning Objectives

By the end of the programme, participants will be able to:

The transition from product-centric selling to trust-based selling by understanding client needs and guiding them toward informed buying decisions
Develop negotiation strategies rooted in a “Go-giver” attitude to create win-win outcomes and build sustainable client relationships
Enhance the ability to handle objections effectively and deliver unfavourable news with professionalism, turning sceptics into advocates
Leverage innovative customer service strategies to create memorable client experiences, fostering loyalty and competitive differentiation
Integrate trust-based selling, effective negotiation, objection handling, and exceptional service skills into a cohesive approach for building lasting client trust and success

Programme Outline

Morning Session
9:00 AM – 9:15 AM: Welcome and Introduction (15 mins)
Icebreaker activity: "Selling in the New Normal"
Overview of workshop objectives and agenda

9:15 AM – 10:15 AM: Module 1 – Selling in the New World: Do Not Sell, Help Customers Buy
Shifting from product-centric to trust-based selling
Key traits of successful sales professionals in the new landscape
Activity: Role-play scenarios to identify buying signals and build trust

10:15 AM – 10:30 AM: Morning Break (15 mins)

10:30 AM – 12:00 PM: Module 2 – Negotiation: Achieve an All-Win Result (1 hour 30 mins)
Introduction to the "Go-giver" attitude in negotiations
Key negotiation strategies to foster sustainable relationships
Activity: Mock negotiation exercises to achieve win-win outcomes
Discussion: Identifying and leveraging your BATNA (Best Alternative to a Negotiated Agreement)

12:00 PM – 1:00 PM: Lunch Break (1 hour)
Afternoon Session
1:00 PM – 2:15 PM: Module 3 – Managing Difficult Conversations: Turn Sceptics into Advocates (1 hour 15 mins)
Understanding client objections and delivering unfavourable news effectively
The 5-step approach to turning objections into agreements
Activity: Practice delivering difficult news and handling objections using power phrases

2:15 PM – 3:30 PM: Module 4 – Customer Service Excellence: Provide a Cutting-Edge Client Experience (1 hour 15 mins)
The role of emotional engagement in building client loyalty
Innovative strategies to outshine competitors and deliver exceptional service
Activity: Design a personalized customer service plan to enhance client experiences

3:30 PM – 3:45 PM: Afternoon Break (15 mins)

3:45 PM – 4:45 PM: Integration Exercise – The Ultimate Client Interaction (1 hour)
Role-play combining trust-based selling, negotiation, objection handling, and customer service strategies
Peer and facilitator feedback to refine skills

4:45 PM – 5:00 PM: Closing and Takeaways (15 mins)
Recap of key learning points
Participant reflections and Q&A
Creating action plans for real-world application
Key Outcomes
Participants will leave equipped with a cohesive set of skills to build trust, negotiate effectively, handle objections, and deliver exceptional client experiences for sustained success

METHODOLOGY

Lecture, online quizzes, case studies, and discussions

Target Audience

Relationship Manager, Wealth Manager, Financial Advisor, Personal Banker, Investment Manager, Fund Manager, Private Banker

trainer

Dr Maxine

Globally recognized trainer with nearly three decades of
experience

ibf funding

FTS-Eligible

This programme is approved for listing on the Financial Training Scheme (FTS) Programme Directory and is eligible for FTS claims subject to all eligibility criteria being met. Please note that in no way does this represent an endorsement of the quality of the training provider and programme. Participants are advised to assess the suitability of the programme and its relevance to participants’ business activities or job roles.

The FTS is available to eligible entities, subject to all eligibility criteria being met. FTS claims may only be made for programmes listed on the FTS Programme Directory with the specified validity period. https://www.ibf.org.sg/home/for-individuals/skills-and-jobs-development/training-support/IBF-FTS

Completion of this course can be counted towards the fulfilment of the non-STS portion for CACS CPD

About IBF Certification

This course addresses the following Technical Skills and Competencies (TSCs) and proficiency level:

Non-Financial Industry Sustainability Developments (Proficiency Level 3)

Participants are encouraged to access the IBF MySkills Portfolio (https://www.ibf.org.sg/home/for-individuals/resource-tools/myskills-portfolio) to track their training progress and skills acquisition against the Skills Framework for Financial Services. You can apply for IBF Certification after fulfilling the required number of Technical Skills and Competencies (TSCs) for the selected job role.

Find out more about IBF certification and the application process on https://www.ibf.org.sg/home/for-individuals/ibf-certification/why-be-ibf-certified

Found a programme that you think would be suitable for your organisation?

Many of our courses can be customised and delivered in-house. We also provide consultancy services to create tailor-made training programmes that are specifically aligned with your organisation’s strategic learning requirements. Contact us today to learn more about how we can support your team’s development by completing the Form here or Emailing Us here.

Other programmes

Invest in a lifelong learning journey

As the industry’s preferred partner in learning and development, ABS offers customised and open enrolment training programmes that cover a comprehensive list of banking areas.

Dr Maxine

Globally recognized trainer with nearly three decades of experience

Dr Maxine is a globally recognized trainer with nearly three decades of experience, specializing in delivering high-impact workshops and keynotes for banks and financial institutions around the world. Her expertise spans across advisory sales, leadership, and behavioural change, empowering individuals and teams to elevate their performance.

She has worked with leading banks in over 30 cities worldwide, developing programmes that sharpen critical skills such as sales effectiveness, customer engagement, and leadership in the financial services industry.

Her extensive knowledge of the banking sector allows her to design customized training solutions that address specific challenges faced by bank professionals, from Relationship Managers to senior leaders. Dr Maxine's approach blends psychology, strategic insights, and real-world applications, ensuring measurable improvements in performance and client engagement. Whether working with international financial institutions or regional banks, she consistently drives transformative results that align with business goals and market demands.

The banks she has collaborated with include: Axis Bank (India) Bank of Singapore, Baiduri Bank (Brunei), Barclays Bank, Cathay United Bank, Citi, CIMB Bank, HSBC, Maybank, OCBC Bank, RHB Bank, Standard Chartered Bank, UOB Bank, and UBS.