Course Outline:

Module 1: The Evolution of Buyer Experience

• Shifting from product-centric to customer-centric selling

• Modern buyer expectations and digital behaviors

• Role of empathy and trust in buying journeys
  Case Study: Global firm adopting customer-centric sales models

Module 2: Mapping the Buyer’s Journey

• Awareness, consideration, decision, and retention stages

• Using CRM systems for journey mapping (Salesforce, HubSpot)

• Identifying friction points in buyer interactions
  Practical Exercise: Map a buyer journey using CRM insights

Module 3: Customer-Centric Sales Mindset

• Principles of consultative and solution selling

• Building customer empathy through data and interviews

• Shifting sales teams to a partnership mindset
  Case Study: How customer-first sales transformed a SaaS business

Module 4: Tools for Buyer Experience Optimization

• CRM dashboards for buyer engagement tracking

• Power BI visualizations for customer experience KPIs

• Excel models for retention and churn analysis
  Practical Exercise: Create a buyer experience KPI dashboard in Power BI

Module 5: Personalization & AI-Driven Selling

• AI tools for personalizing offers and outreach

• Predictive analytics to anticipate buyer needs

• LinkedIn Sales Navigator for hyper-targeted engagement
  Case Study: AI-driven personalization increasing win rates

Module 6: Communication & Storytelling in Buyer Engagement

• Crafting stories that resonate with buyer challenges

• Storytelling for C-Suite and decision-making groups

• Using presentation tools (PowerPoint, Canva, Prezi) effectively
  Practical Exercise: Build a customer-centric sales presentation

Module 7: Collaboration Across Sales, Marketing & Customer Success

• Breaking silos to deliver consistent buyer experiences

• Shared KPIs across revenue teams

• Leveraging digital platforms for team alignment
  Simulation: Joint sales-CS strategy session on account retention

Module 8: Handling Buyer Resistance & Objections

• Common friction points in buyer journeys

• Objection-handling frameworks (LAER, Feel-Felt-Found)

• Using CRM to document and track objections
  Case Study: Turning buyer resistance into upsell opportunities

Module 9: Measuring Buyer Experience & Success

• Buyer experience KPIs: NPS, CSAT, CLV

• Power BI dashboards for tracking experience impact

• Continuous improvement through buyer feedback loops
  Practical Exercise: Build a CRM-linked buyer experience scorecard

Module 10: Capstone – Designing a Buyer-Centric Sales Playbook

• Integrating insights, frameworks, and tools

• Building scalable customer-centric sales processes

• Final presentations of buyer-first sales strategies
  Capstone Project: Develop a 12-month buyer experience & customer-centric sales playbook