Description

INSTRUCTOR: Mark Serafino 

TITLE: Coach & Mentor | Sincerely Speaking LLC. 

EXPERIENCE: With a distinguished career in electrical distribution and sales leadership, Mark Serafino brings practical insight into business development, customer relationships, and team leadership.

COURSE OVERVIEW: Strengthen customer and vendor relationships through clear, confident communication. This course explores sales-focused strategies for customer conversations and relationship-centered approaches for vendor interactions. Participants will learn to ask better questions, listen actively, adapt their communication style, navigate objections and disagreements, deliver feedback professionally, and manage difficult conversations—all while protecting trust, credibility, and long-term business partnerships.

Customer Facing    

• Asking better questions that differentiate from the rest of the pack
• How to Actively listen and process what you’ve heard 
• Adapting your communication style to the customer
• Navigating customer objections
• Preparing for difficult conversations on service issues
• The power of silence
  

Customer Facing    

• Navigating disagreements professionally while maintaining relationships
• Preparing for difficult conversations 
• Reading the room and adapting your communication style
• Delivering feedback with confidence and respect
• Influencing outcomes without relying on authority
• Communicating with authenticity and professionalism under pressure

INCLUDES: Certificate of completion.