Next
Negociation and Customer Relationship
Warm-up "Guess the Job"
Next
Purchasing Manager | Sales Representative | Account Manager | Customer Service Agent | Key Account Manager | Business Developer | Product Manager | Logistics Coordinator | Marketing Assistant | Export Sales Manager
prospecting | closing | objection | lead | follow-up | turnover | discount | CRM |Manage
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
Next
Speed Dating Négociation
Préparation (5 min) :
Déroulé:Binômes face à face (chaise dos à dos). Tour 1: Élève A = client mécontent → Élève B = commercial (doit utiliser 3 phrases). Tour 2 : Ils inversent. Tour 3 : Nouveaux binômes, négocier un prix (produit fictif : laptop 800€).
Next
Speed Dating Négociation
1. "What exactly are you looking for today?" (Discovery) 2. "I understand your point, but..." (Objection) 3. "We could offer you a special discount if..." (Concession) 4. "Unfortunately, that's our best price." (Refusal) 5. "So, shall we confirm this agreement?" (Closing) 6. "Thank you for your time today." (Rapport)
Next
Complaint Handling Challenge
Objectif : Gestion réclamations clients.
Déroulé : Équipes de 3–4 Préparer réponse anglaise (1 excuse + 1 solution). Chaque équipe présente (1 min) → classe vote "meilleure réponse".
Next
Complaint Handling Challenge
Objectif : Gestion réclamations clients.
"I'm really sorry for the inconvenience." "We will send you a replacement immediately."
" We offer you a 10% discount on your next order.
Scénario 1 :
Customer: “My order arrived damaged and 3 days late!”
→ Solutions possibles : refund / replacement / discount / apology Scénario 2 :
Customer: “Your sales rep was very rude on the phone.”
→ Solutions : apology / manager intervention / compensation Scénario 3 :
Customer: “The price is 20% higher than your website.”
→ Solutions : price match / explanation / discount
Next
Pitch Battle Objectif : Argumentation commerciale.
Règles simples :Produit fictif : "SmartOffice Pro" (logiciel CRM). Prix de base : 500€/an. Chaque équipe a 2 min pour vendre à une équipe (le client "difficile"). Critères : 3 arguments + 1 concession + closing. Arguments à suggérer :
Easy to use | Saves time | Improves sales | Mobile app | 24/7 support
Next
Human Bingo "Sales Phrases" Objectif : Révision phrases clés:
Trouvez des élèves qui savent faire une phrase anglaise avec chaque mot.
Thank you!
Next
Fiches métiers à connaître
1. PURCHASING MANAGER
Next
Definition: Buys products/services for the company from suppliers. Key missions: Study prices and quality Negotiate with suppliers Manage stocks and deliveries Example sentence: "The Purchasing Manager negotiates better prices with suppliers." French: Acheteur / Responsable Achats
2. SALES REPRESENTATIVE
Next
Definition: Sells daily (prospecting + small sales).Key missions: Call prospects (cold calling) Product demonstrations Close quick sales Example sentence: "Sales Representatives do cold calling every day." French: Représentant des ventes
3. ACCOUNT MANAGER
Next
Definition: Manages medium clients (daily loyalty).Key missions: Follow client orders Solve after-sales problems Upsell (additional sales) Example sentence: "Account Managers follow up with regular customers." French: Chargé de clientèle
Negociation and Customer Relationship
Frédéric Mattana
Created on January 26, 2026
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Transcript
Next
Negociation and Customer Relationship
Warm-up "Guess the Job"
Next
Purchasing Manager | Sales Representative | Account Manager | Customer Service Agent | Key Account Manager | Business Developer | Product Manager | Logistics Coordinator | Marketing Assistant | Export Sales Manager
prospecting | closing | objection | lead | follow-up | turnover | discount | CRM |Manage
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
"Negotiation Words"
Next
Next
Speed Dating Négociation
Préparation (5 min) :
Déroulé:Binômes face à face (chaise dos à dos). Tour 1: Élève A = client mécontent → Élève B = commercial (doit utiliser 3 phrases). Tour 2 : Ils inversent. Tour 3 : Nouveaux binômes, négocier un prix (produit fictif : laptop 800€).
Next
Speed Dating Négociation
1. "What exactly are you looking for today?" (Discovery) 2. "I understand your point, but..." (Objection) 3. "We could offer you a special discount if..." (Concession) 4. "Unfortunately, that's our best price." (Refusal) 5. "So, shall we confirm this agreement?" (Closing) 6. "Thank you for your time today." (Rapport)
Next
Complaint Handling Challenge
Objectif : Gestion réclamations clients.
Déroulé : Équipes de 3–4 Préparer réponse anglaise (1 excuse + 1 solution). Chaque équipe présente (1 min) → classe vote "meilleure réponse".
Next
Complaint Handling Challenge
Objectif : Gestion réclamations clients.
"I'm really sorry for the inconvenience." "We will send you a replacement immediately." " We offer you a 10% discount on your next order.
Scénario 1 : Customer: “My order arrived damaged and 3 days late!” → Solutions possibles : refund / replacement / discount / apology Scénario 2 : Customer: “Your sales rep was very rude on the phone.” → Solutions : apology / manager intervention / compensation Scénario 3 : Customer: “The price is 20% higher than your website.” → Solutions : price match / explanation / discount
Next
Pitch Battle Objectif : Argumentation commerciale.
Règles simples :Produit fictif : "SmartOffice Pro" (logiciel CRM). Prix de base : 500€/an. Chaque équipe a 2 min pour vendre à une équipe (le client "difficile"). Critères : 3 arguments + 1 concession + closing. Arguments à suggérer :
Easy to use | Saves time | Improves sales | Mobile app | 24/7 support
Next
Human Bingo "Sales Phrases" Objectif : Révision phrases clés:
Trouvez des élèves qui savent faire une phrase anglaise avec chaque mot.
Thank you!
Next
Fiches métiers à connaître
1. PURCHASING MANAGER
Next
Definition: Buys products/services for the company from suppliers. Key missions: Study prices and quality Negotiate with suppliers Manage stocks and deliveries Example sentence: "The Purchasing Manager negotiates better prices with suppliers." French: Acheteur / Responsable Achats
2. SALES REPRESENTATIVE
Next
Definition: Sells daily (prospecting + small sales).Key missions: Call prospects (cold calling) Product demonstrations Close quick sales Example sentence: "Sales Representatives do cold calling every day." French: Représentant des ventes
3. ACCOUNT MANAGER
Next
Definition: Manages medium clients (daily loyalty).Key missions: Follow client orders Solve after-sales problems Upsell (additional sales) Example sentence: "Account Managers follow up with regular customers." French: Chargé de clientèle