Mastering Influence, Trust & Win-Win Outcomes

Negotiation Skills in Sales & Customer Service

Program Overview

In today’s market, negotiation isn’t about pushing for a win—it’s about building trust, resolving objections with empathy, and creating outcomes that serve both business and client. Whether you’re closing a deal, navigating a service dispute, or handling a high-stakes renewal, your ability to negotiate determines the quality of your results and relationships.

This experiential program blends sales psychology, NLP techniques, and emotional intelligence to help professionals manage pressure, navigate complexity, and turn every negotiation into a value-building conversation.

Who Should Attend?

This course is ideal for client-facing professionals who influence, negotiate, or manage customer relationships:

Decode the psychology of negotiation in both sales and service settings
Prepare strategically using BATNA, WATNA, and ZOPA frameworkst
Build deep rapport using NLP pacing, mirroring, and matching techniques
Ask open-ended, leverage-revealing questions that drive insight and alignment
Reframe objections into opportunities for value and trust
Manage high-pressure situations with calm emotional regulation
Apply a structured negotiation framework to close deals and resolve complaints effectively

What You Will Gain

Course Curriculum

DAY ONE

The Psychology & Planning of Negotiation

  • Redefining negotiation: Beyond winning or compromising
  • Win-Win vs Win-Lose vs Compromise—what drives long-term value
  • The hidden cost of poor negotiation (lost trust, missed upsell, churn)
  • Building trust through non-verbal and verbal rapport
  • Anchoring emotional states for calm and clarity
  • Reading micro-cues to understand hidden objections
  • 3Ps: Prepare, Probe, Present
  • BATNA, WATNA, ZOPA: Understanding negotiation thresholds
  • Identifying decision drivers: Emotional, financial, relational
DAY TWO

Execution, Objections & Emotional Mastery

  1. Preparation – Crafting your proposal and position
  2. Connection – Aligning through trust and presence
  3. Exploration – Revealing hidden needs and leveraging
  4. Positioning – Framing your value proposition effectively
  5. Objection Handling – Reframing resistance using logic and empathy
  6. Closure & Commitment – Securing decisions with clarity and buy-in
  • Handling the angry, anxious, or aggressive counterpart
  • Holding emotional ground without escalating tension
  • Knowing when to push, pause, or pivot
  • Common objections and how to decode the real concern
  • Using the 4Fs: Feel, Felt, Found, Flip technique
  • Shifting the conversation from price to value
  • Live Role Plays: B2B and B2C negotiation scenarios with feedback
  • Reframe Drills: Practice turning pushback into opportunity
  • Emotional Trigger Mapping: Identify personal hot buttons and strategies
  • Power Phrases Bank: Language patterns that build agreement
  • Coaching Circles: Peer-to-peer practice with expert guidance

Negotiation is Not a Battle. It's a Bridge.

This program empowers your sales and service teams to negotiate with empathy, purpose, and strategic confidence, transforming objections into deeper trust and deals into long-term partnerships.

Curious how this can be tailored to your team’s real-world scenarios?
Book a free strategy call and let’s co-create a negotiation capability that drives results and relationships.