Introduction

In the session II, you have learned about the first part of Establishing and Conducting Business Relationships that had focused on two issues, i.e., the ways of maintaining sound relationship with customers and technique of clarifying customers' needs. This study session III continues with another important aspect of Establishing and Conducting Business Relationships, which is negotiating technique. Therefore, in this study session you will be introduced to the concept of negotiation, including the types, components, and elements of negotiation. In addition, the different steps, tactics, skills of negotiation techniques will be discussed. The learning you get from this study session will help you to be equipped with the knowledge, skills and right attitudes required to effectively negotiate with customers.