|
Topic |
Overview &
Content |
Objective |
|
Professional Selling and Account
Development, Parts I & II
The Basics For Selling Success
Back up
|
A study of basic
principles of success for application in the process
of preparation, planning and executing the sales
call
Class
Topics
-
The primary role of a sales person - defined
-
The first thing about selling
-
Elements of account planning
-
Projecting the sales cycle and key events
-
Determining the decision makers and influencers
-
Criteria for sales call objectives
-
Research-based action plan for sales call success
-
Earning the right to proceed
-
Opening statements and rapport building
-
Fact finding – the process of determining customer needs
-
How to apply features and benefits - presentation and demonstration
-
How to deal with customer concerns and attitudes
-
Buy now reasons and recommendations
-
Consummating the agreement – asking for customer action
-
After the sale – add-on, follow-up and referrals
|
To study and practice
research- and experience-based logical steps to
selling and account development success. |
|
Topic |
Overview &
Content |
Objective |
|
Listening
& Communicating Principles
Back up |
How about a
fun-filled interactive learning exercise to improve listening efficiency
& reduce costly communicating errors.
Class Topics
- Self-Analysis of your listening efficiency
- Consequences of poor listening
- Benefits of good listening disciplines
- Listening barriers & overcoming them
- 3 active listening skills & their use
- How to listen for substance
- How to encourage your audience to listen
|
To enjoy life
& occupation via learning to listen selectively, empathetically &
responsively and to increase personal communicating effectiveness via
utilization of active listening skills in daily interactions. Reduce
misunderstandings, enhance your professional image & communicate
accurately & impressively. |
|
Topic |
Overview &
Content |
Objective |
|
Customer
Sensitivity
Back up |
An
interactive research-based classroom experience designed to aid
understanding customers with diverse needs & predispositions and to
respond & serve each in an unconditionally professional manner.
Class Topics
- Business environment - customer wants
- How to manage customer perceptions
- Customer predispositions, emotions & attitudes
- The discipline of courtesy - tough customers
- Roles customers play & how to respond
- Personal self-esteem & assertiveness
- How to handle feelings of rejection
- How to develop sensitive customer interactions
|
To better
position participants to recognize & properly respond to the customer's
need for emotional support while working to respond to their business
needs. |
|
Topic |
Overview &
Content |
Objective |
|
Personal
Appearance Disciplines
Back up
|
Class
Topics
- Head to toe grooming - self rating
- First impressions can kill!
- Professional presence for women
- Professional presence for men
- Power look tips for professional attire
- Clothing care - colors, style, fabrics, fit
- Hedge words & power robbers
- Eye contact-greeting-handshake-gestures |
To
demonstrate visible competence, confidence & credibility; to optimize
your image as an asset for your continuing success.
|
|
Topic |
Overview &
Content |
Objective |
|
Telephone Professionalism,
Part I
Back up |
An involved
learning classroom exercise to discuss & experience practical basics for
effectively dealing with the stresses & routines inherent in
customer-sensitive volume intensive call-service operations.
Class Topics
- Phone professionalism 101-avoid conflict
- Predispositions of callers (research)
- Personal maturity & discipline of courtesy
- High-impact telephone greetings
- How callers judge you-managing perception
- Origin of conflict & complaints
- Transactional analysis P-A-C Theory
- Mirroring customer attitudes
- Preparation for Part II
|
To enhance
company image, improve telephone efficiency & communicating productivity
while exceeding caller-customer expectations & lowering tension & stress
levels. |
|
Topic |
Overview &
Content |
Objective |
|
Telephone Professionalism,
Part II
Back up |
A participant
intensive classroom learning experience which focuses on proficient
basic skills and learning a plan for dealing with stress-inducing call
situations involving emotional & irate callers.
Class Topics
- Placing, answering & transferring calls
- 3 stage stress reducing guide for emotional calls
- How to stabilize interactions & diffuse anger
- How to define & evaluate problems
- When is escalation required for resolution
- Using tact when the caller is wrong
- Positive reinforcement & gracious conclusions
- How to have a good day - every day
|
To
neutralize stress, build confidence & competence, elevate caller's
perception of company character, exceed expectations & build customer
loyalty. |
|
Topic |
Overview &
Content |
Objective |
|
Successful People Relationship Principles
Back up
|
Participants will profile
their own personal styles and will explore why customers & associates
act and react the way we do, and how to understand ourselves and others
better.
Class Topics
- The power of focused
thought
- Advantages of working
together
- Defining & refreshing
relationship skills
- Positive relationship
building phrases
- Individual perspectives &
how others see you
- Understanding ourselves &
others
- Personal profiles (class
exercise)
- Personal style summary &
evaluations
- Accentuate your strengths
- Personal achievement
guidelines
- Guiding principles of
personal power
- What motivates you & others
- Dealing with and learning
from rejection
- Self-esteem and its impact
on productivity
- Sources of adult
self-esteem
- Suggestions enhancing
self-esteem
- Benefits of proactive
assertiveness
- Thoughts on being a
considerate working partner
|
Learning
is focused on the importance of being professional,
patient, tolerant & sensitive to customers and
associates, and how to work more effectively
together.
|
|
Topic |
Overview &
Content |
Objective |
|
Controlling Destructive Emotions
Stress,
depression, fear, anger
Back up
|
Participants
will review and discuss practical ways to effectively deal with tension,
stress, fear, anger and negative behavior.
Class Topics
- Stress
indicators – stress perspectives
- Examining
and defining stress – signs of harmful stress
- How stress
affects you
- Stressful
job ranking (top 10)
- Personality
factors that increase stress
- Stress &
productivity
- Personal
stress evaluation (exercise)
- Ten causes
of stress
- Negative
responses to stress
- Positive
ways to manage & cope with stress
- Workplace
breaks and relaxation methods
- Depression,
the common cold of mental stress
- Dealing with
logical, emotional & irrational fears
- The upside
of failure & pessimism
- Suggestions
for controlling anger & hostility
- Behavior
control for a healthier life
- The effects
of alcohol abuse
- Personal
behavior action plan
|
Learning will
focus on ways to reduce stress, defeat irrational fears and be more
relaxed, effective and productive.
|
|
Topic |
Overview &
Content |
Objective |
|
Dealing
With Customer Problems, Complaints & Conflicts
Back up
|
Participants
review and practice professional techniques for preserving customer
relationships in problematic situations
Class Topics
-
Self-inflicted wounds – most common customer complaints
- How to
reduce or avoid complaints - guidelines
- Winning ways
with others – our behavioral responsibility
- How to give
and take criticism
- Dealing with
complaints via phone - admonitions
- Recognize
opportunity and pan gold from complaints
- Understand
roles customers play – transactional analysis
- The tough
customer – exercise to diffuse customer hostility
- Tactical
problem solving – key to conflict resolution
- What you can
do when you don’t know what to do
|
To preserve
customer relationships by way of disciplined behavior when dealing with
tough customers. To review the importance of self-control and positive
behavior in stressful interactions.
|
|
Topic |
Overview &
Content |
Objective |
|
Principles Of Persuasion
Back up |
We will study persuasion techniques necessary for supporting profit
principles in pursuit of “Win/Win” outcomes in daily business
discussions.
Class Topics
-
“Win/Win” interactions – ethical guideline-
- Relationship strategies –
positive or destructive?
- Never take your own side in
a dispute – why & how
- Persuasion vs. logic –
what’s the difference
- Modern methods of mass
persuasion
- Pre requisites of personal
persuasion
- Process for persuading
others
- Forms of persuasion
- Application model for
persuasion
|
To learn
and practice the application of psychological
relationship principles for use in resolving
customer disputes and disagreements and to prevent
arguments. |
|
Topic |
Overview &
Content |
Objective |
|
Negotiating
With Customers
Protecting profits, commissions & sales policies
Back up
|
An
interactive review of practical skills & principles of negotiating for
use in daily business & interpersonal interactions.
Class Topics
- 3 stages of any negotiation
- 7 principles for negotiating
- 3 crucible negotiating variables
- 7 rules for making concessions
- 7 do’s & dont’s of equitable negotiating
- Negotiating tactics
|
To prepare
sales professionals systematically & equitably to deal with customer
negotiating issues while protecting priorities, policies, principles &
profits.
|
|
Topic |
Overview &
Content |
Objective |
|
Selling As
We Serve
Professional sales skills for service employees who interact
with customers
Back up
|
For employees
who have passive sales opportunities inherent in their job function.
Class Topics
- 4 stages of professional development
- From service to selling - the paradigm shift
- Need satisfaction service/sales - what is it?
- How to uncover caller needs
- The focus & use of your benefits
- Dealing with attitudes of indifference & objection
- 3 types of recommendations
- Asking for customer action - act now reasons
|
To promote an
added dimension of serving customer needs while being alert to
opportunities for add-on sales and to practice customer skills.
|
|
Topic |
Overview &
Content |
Objective |
|
The
Powerful Process of Tactical Probing
Back up
|
An involved
learning classroom experience for formulating & using questions to
understand needs, diagnose problems & determine the best solutions. Know
the foundation, source & impact of using probes in interactions with
customers, associates & friends to diagnose & solve problems and uncover
needs.
Class Topics
- A question is more powerful than a statement!
- Various probes with specific tactical purposes
- Types of probing & purposes
- How to formulate questions
- What questions to ask and when
|
To improve
understanding of the principles & techniques of using questions
tactically to communicate clearly and improve efficiency in all
interactions, solve problems & build better personal relationships while
reducing costly communicating errors. |
|
Topic |
Overview &
Content |
Objective |
|
Ethics &
Excellence At Work E xcellence, profitability & job security
Back up
|
Establishes
clear ethical guidelines for the contemporary workplace and marketplace.
You will learn absolute standards of ethical conduct in pursuit of your
mission.
Class Topics
- The lost sense of ethical direction
- The high & low roads of ethical behavior
- Personal principles & code of ethical conduct
- Business survival - ethical motivation
- 10 principles of ethical decisions & actions
- Case studies - typical & generic |
To equip each
individual with an awareness of the critical importance of ethical
workplace actions & how absolute ethics enhance quality productivity,
profitability & job security.
|
|
Topic |
Overview &
Content |
Objective |
|
Success &
Stress, Your Job & You!
Back up
|
An
interactive exploration of ways to improve job satisfaction &
productivity. To lower stress and enjoy the work environment more.
Class Topics
- Personal stress indicators (self-evaluation)
- Personal characteristics & attitudes
- Negative responses to stress
- Positive responses to stress
- Ways to manage stress-countermeasures
- Control anger, fear, worry & depression
- Relaxation techniques - affirmations
- Personal action plan
|
To identify &
examine life-impacting & productivity-inhibiting stressors. To learn &
apply specific behavior-modifying stress remedies.
|
|
Topic |
Overview &
Content |
Objective |
|
Fear Free Prospecting & Sales Development
Disciplines for fear free prospecting and
promoting
Back up
|
Sales
professionals will improve productivity via
definition, self-evaluation and application of
techniques for dealing with the self-defeating
plague of call anxiety.
Class Topics
- The missing link in sales
performance training
- Why motivated, talented,
capable, ambitious people fail
- Great profile…but will
he/she make sales calls
- The co$t of call anxiety
- The self doubt spiral -
financial co$t/human resource co$t
- Defining authentic call
anxiety
- Where does call anxiety
originate?
- Four deadly impostors –
what call anxiety is not!
- Twelve shapes of call
anxiety
- Behaviors that hold
productivity hostage
- Steps to overcoming call
anxiety
- Techniques for defeating &
controlling call anxiety – and making prospecting calls
|
To learn how to diagnose, define and defeat the
self-defeating plague of call anxiety and apply
techniques for customer prospecting. |
|
Topic |
Overview &
Content |
Objective |
|
Priority Management For High
Achievers
H ow to
improve your personal effectiveness
Back up
|
This involved
learning program starts with identifying your purposes & mission in life
& setting personal goals based on what you value most.
Class Topics
- Self-Analysis - what’s important to you?
- Criteria for your mission - purpose statement
- Personal effectiveness - self profile
- Process of setting goals aligned with your values
- 6 steps to crisis-free scheduling
- Prioritization & measuring of objectives
- Ways to change patterns & habits
- Top 10 timewasters & how to negate them
- How to protect personal & family priorities
- How to improve your planning |
To optimize
personal effectiveness, improve priority management & promote daily
discipline of working on highest-priority projects
|
|
Topic |
Overview &
Content |
Objective |
|
Principles Of Preparing And Executing A Presentation
Speaking
professionally
Back up |
Highly
participative. Participants will learn, review, and apply the principles
of planning, preparing and executing an effective presentation; will
share in peer critique and helpful feedback.
Class Topics
- Defeating
the fears of public speaking
- Professional
rewards and recognition of effective presentation
-
Organizational patterns and forms of support
- The first
sixty seconds
- Six steps to
success in speaking
-
Introductions that arouse and stimulate
- Segmenting
the presentation
- Selecting
and using visual aids
- Twelve
suggestions for effective delivery
- Using
gestures for emphasis and vitality
- Rules for
eye contact foundation of communication
- 12 common
problems in public speaking & how to avoid them
- Five ways to
focus an audience
- Conclusions
that ask for action!
- Principles
of voice use (sound/tone/rate/inflection/breathing)
- Ways to
avoid language confusion
- Guidelines
for appropriate use of humor
|
To review and
practice principles for preparing and executing a high-impact
professional presentation.
|
|
Topic |
Overview &
Content |
Objective |
|
Personal
Image & Grooming
Retail Sales
Training Module I
Back up |
A classroom
learning experience which focuses on the basics of positive personal
image projection & related grooming disciplines.
Class Topics
- Listening
essentials
-
Communicating clearly
-
language
-
vocabulary
-
articulation
-
hedging
-
voice control
- Managing the
customer’s perception
- Image
building first impression
- Personal
grooming - self rating
- Professional
attire & the power look
- Tips for
make up – jewelry - accessories
- Think
positively about yourself
- Action plan
– personal commitment
|
To help retail
professionals project their best professional image
|
|
Topic |
Overview &
Content |
Objective |
|
Customer
Sensitive Disciplines
Retail Sales
Training Module II
Back up |
An interactive
classroom exercise that views the sales interaction from the customer’s
perspective.
Class Topics
- Three
dimensional retail selling
-
Unconditional professionalism – what is it?
- What’s
really important to customers & why
- Personal
self profile exercise
-
self evaluation
-
interpretation - understanding ourselves
-
application - recognizing customer styles
- How to work
sensitively with any customer style or attitude
- Professional
courtesy – a discipline, not an option
|
To understand
ourselves & customers better & to practice sensitive response to
customer needs
|
|
Topic |
Overview &
Content |
Objective |
|
Prospecting and Retail Promotion Skills
Retail Sales
Training Module III
Back up |
A learning
opportunity which can help you defeat prospecting anxiety and develop a
personal prospecting, follow-up and floor selling plan
Class Topics
- Critical
things top earners must do!
- Prospecting
reluctance & it’s cost
- Self profile
– retail prospecting reluctance scale
- Four
formulas for poor productivity & how to reverse them!
- Prospecting
sources & high return priorities – action exercise
- How to
convert retail “slow time” to “show time”!
- The potent
power of customer follow up – action exercise
- A retail
floor plan; a model to consider
|
To learn &
apply principles of personal retail prospecting, customer accounting &
follow-up, which will multiply earnings & grow sales
|
|
Topic |
Overview &
Content |
Objective |
|
Strategic Customer Encounters
Retail Sales
Training Module IV
Back up |
This module is
an instructional, practical, profit-focused model for establishing your
own floor display and selling plan which can assure increased margins
and high customer satisfaction.
Class Topics
- Critical
problems shared by profit oriented retailers
- The guided
tour
- The unguided
tour
- Typical
non-productive customer interactions
- Anatomy of a
satisfying retail sale
- Customer
pre-dispositions – what are they?
- A
profit-plus model retail selling strategy
- A functional
model floor display & line up
- How to use
feature/benefit comparisons to improve the sales mix
- Sell down to
sell up for customer value emphasis
- Action model
for developing a strategic plan
- How to
guarantee higher customer satisfaction
|
To establish &
use a floor line up and sales strategy which assures higher sales mix,
margins, closing ratios & more satisfied customers
|
|
Topic |
Overview &
Content |
Objective |
|
Helping
The Customer Make The Best Decision I
Retail Sales
Training Module V
Back up |
This module
will prepare you for a customer satisfying interaction on the sales
floor. Review how to combine floor displays and product arrangements
with a presentation strategy that leads to the big ticket sale.
Class Topics
- What
customers want & why they want it
- Professional
preparation precedes productive customer encounters
- Guide –
sequenced steps to a big ticket retail sale
- The power of
a planned approach & greeting
- How to begin
a retail customer interaction?
- The 3 stage
customer qualifying process – what it is & how to use it
- A process to
help customers compare …
- Model
presentation & demonstrations
|
To practice
the skills of helping the customer make the best buying decision
|
|
Topic |
Overview &
Content |
Objective |
|
Helping
The Customer Make The Best Decision II
Retail Sales
Training Module VI
Back up |
There is only
one best! This selling process will help both you and the customer to
know that they have made the best decision. Best for the customer, best
for the business and best for the sales person.
Class Topics
- How to
develop & use your unique customer advantages
- Do customers
just want the lowest price
- Doorway to
sales success
- Dealing with
customer objections & concerns
- How to add
value after objection response
- Four types
of strong recommendations
- How to close
the sale and begin a customer relationship
- Legitimate
reasons to buy now
- Closing
reluctance – why not ask for the order?
- What to do
after the customer buys!
- How to use
retail down time profitably
|
To study &
experience the consummation of a mutually satisfying buy-sell
interaction and begin a relationship
|