01: Customer Care/Customer Relations: Objectives :- We all know that being a good ambassador
for your Company means more sales and repeat business. That is why we examine how the art of good communication
can resolve ANY customer problem. It is simply a matter of being taught how to give the right answer when it counts. Even if you are under pressure or stressed, it is purely a matter of learning how to develop an attitude which breeds understanding and
commercial resourcefulness.We also instil FORWARD THINKING and PRE-HANDLING techniques to ensure a total solution is provided using the right words and dialogue. This not only disarms the customers before problems arise, but also makes them feel that they are being dealt with by a competent and confident person. Course Content under subject headings is as follows :- How to develop the right attitude and frame of mind and never to become part of the problem.
Dealing with complaints/dissatisfied customers.
How to keep control of the customer at all times through well proven techniques.
How to create a positive conversation through negotiation and rapport techniques.
Dialogue techniques.
The art of using questions.
How to obtain information before you commit yourself or the Company which, in turn, will provide the right answer or solution to the problem.
How to present a total solution which the customer will accept.
Mistakes to avoid.
Dealing with colleagues and communicating with your own Company.
How to answer in the correct way.
How to think on your feet.
How to stop the instant reaction and provide the well thought out answer.
Self-handling when you are under pressure and stressed.
How to overcome objections and to pre-handle future ones.
Questions and answers, coupled with role play about real situations in group participation.
02. Training the Trainer
This Course concentrates on giving each candidate the ability to communicate a message to an audience with power, creativity and interest in a very informative package.
This is done by improving their existing skills as well as
introducing them to new techniques.The Course headings are as follows :-
1. How to develop the right attitude.
2. How to use presentation aids.
3. Dialogue techniques.
4. How to sell your message to an audience.
5. Control of an audience.
6. How to convey and construct your Course message.
7. Body language.
8. How to use role play/question time as a tool to measure the audience''s intake.
9. Understanding audience feedback.
10. Course Notes and what literature to give to your candidates at the end of the Course.
Top Management Matrix Skills
The Manager/Supervisor must have three main sets of skills :- 1. People Handling Skills 2. Organisational Skills 3. Customer Handling Skills These will ensure high efficiency/performance of their team, making it well-built and highly motivated, which will give customer profiles who are happy with all points of contact from your Company.
This Course is for people who are in the front line, who have to make decisions and manage staff and customers and control people who are not directly under their authority, usually in a results orientated environment.
SO, come on the Course and see how we deal with real issues in a highly inter-active way, which is designed to influence and create high stimulus to those intuitive and imaginative thinking channels and which will provide a foundation for further personal growth.
The subject headings are as follows :-
1. Decision making methods.
2. Leadership principles.
3. The art of motivation.
4. Team building
5. Building confidence in yourself and others.
6. Delegation techniques.
7. Communication: Verbal/Non-verbal techniques.
8. Planning and priorities.
9. Targets and their use.
10. Criteria of time planning.
11. Negotiation psychology.
12. Is your inner message the same as the outer one?
04. Sales Course for Engineers
The main objectives of the Course would be to teach the Engineers about selling and to know how to present information in a selling mode. It would also include how to understand the customer''s needs and wants against features and benefits. The Engineer does not have to learn any "cold" selling techniques because they are already at the customer''s premises, so the selling emphasis is based on the "soft sell" process, where the customer is looking to update, add or replace, together with wanting advice on his additional needs and how to obtain these. We would also cover how to talk to the "Non-Decision Maker". This would include reporting back to your Sales Department, ensuring that they would have all the information they need to close the sale.
The subjects covered would be as follows :-
How and when to close.
What is pre-closing and trial closing.
Establishing levels of customer commitment.
Overcoming resistance by using the art of persuasion.
Knowing when to start the "sale cycle".
Dialogue techniques.
The power of questions.
Objection handling.
Recognising buying signs and understanding how to attract them and how to turn them into an order.
Mistakes to avoid.
Establishing various unique selling points of whatever product you are selling and then tailoring them against your customer''s needs.
Sales philosophy overview and the art of presenting a total solution.
How to develop the right sales attitude.
Learning the difference between having an engineering conversation and a sales conversation.
Top 05. Collecting Payment on Time using Powerful Dialogue Techniques
Interactive - Packed with Technique - Total Solution -
Proven Methods - Course Notes provided.We all know that cash flow accuracy is dependant on money being collected within the time scale of your Terms of Business. That is why this Course concentrates on dialogue skills, which persuade prompt payment of invoices. This is done by getting commitment, using escalating techniques to speak to the Financial Managers and establishing a desire for them to pay your Company.
We all know that using legal methods are expensive and adopting the wrong attitude will only encourage non-payment. Here is a real opportunity to learn how to use a structured process that will get your invoice paid on time!
03. Key
Confidence Training
£120 For The Day
The Course Covers
1) How to overcome negative nerves
2) How to use positive Nerves to your advantage
3) Learn how to establish that inner confidence in yourself
4) Use our method to control your doubt
5) Learn how to feel good about yourself
6) Fell and know you can tackel any task
At the end of the course you will have the ability to control your doubt and negative feelings. Be able to carry out various tasks such as public speaking ,Presenting, handeling people and many others.
CONVERT MORE SALES
WITH THE “SALES GYM” WORKOUT AND
PUT REAL MUSCLE IN YOUR SALES SKILLS!
If you want a full work-out or just a refresher,
then this is the Course for you……
People who will benefit most are those looking to enhance their sales skills or new sales individuals who want to strengthen their sales techniques. It would also help people who have a client facing/contact role and who want to establish a better sales understanding.
The Course is unique because:
(A) Each candidate gives us a brief of what would help them the most.
(B) One month’s consultancy/coaching is offered by telephone or e-mail after completion of the Course with regard to customer issues.
(C) The Course is highly interactive to help the candidate to use and understand the Course material (full Course Notes provided).
(D) Our “sales ladder” technique which is a system where all the “rungs” of the sale have been covered to a point of closure.
The material covered in this highly interactive one day
Sales Course is as follows :-
1. Know your customer.
2. How to qualify the customer from initial contact to closure, handling objections along the way.
3. Understanding how to uncover and resolve objections.
4. Using closing techniques to establish the customer’s commitment to the sale.
5. Dialogue and communication techniques.
6. How to use questions as tools, i.e. to gain information, to establish the sales cycle and the customer’s needs, clarifying time scales and then being able to map the progress of the sale through our “sales ladder” technique.
7. Accurate sales reporting based on facts and not supposition.
8. Dealing with Gatekeepers, Influencers, Users and
Coaches and understanding their role in the sale.
9. Understanding value to proposition.
10. How to present effectively and sell at the same time.
11. Understanding buying influences and sales drivers.
12. Your mental preparation and approach.
£375.00 per person plus V.A.T. or £295.00 per person plus V.A.T. for 2 people or £250.00 per person plus V.A.T. for 3 people or more including full Course Notes and one month’s consultancy by telephone or e-mail on any of your sales issues. This could be extended on a monthly basis for an additional fee.
Refreshments will be provided.
