COURSE CONTENT

A typical course may cover:

Sales Skills:

• What makes people buy, what is a need and what are the different types?
• Verbal and non-verbal impact as a salesperson.
• Building rapport
• The buying cycle - the stages a buyer goes through when making a purchase.
• The sales cycle, the stages the seller needs to follow when they are making a sale.
• Effective questioning techniques.
• Improving listening skills.
• How to position your product with the buyer.
• How to handle objections and turn them into sales.
• How to spot buying signals
• How to use these to close the sale.
• Telephone sales techniques – where to start, scripts or ad hoc, getting to the decision-maker, maintaining motivation.
• Presenting yourself to sell.
• Thinking “sales” for non-sales people.
• Live practice sessions

Service Skills;

• What is service?
• What service do your customers expect?
• What service do you deliver?
• What service does your company expect you to deliver?
• Aligning personal and company values to deliver great service
• Service profit chain.
• Creating positive impact.
• Effective communication skills – verbal and written
• Influencing situations which you cannot control.
• Saying ”no” and retaining the customer.
• 10 things not to say
• When things go wrong – turning complaints to sales.
• Measuring service.

Coaching and Mentoring:

• What is the difference between Coaching and Mentoring
• Feedback – how and when to use
• Johari’s window
• The PRO Model
• The GROW Model
• The three Greeks
• The ACHIEVE model
• How to set up role plays
• How to observe live call/meetings
• Personal impact
• Live practice sessions

Change:

• Transition curve
• Circle of influence vs. circle of concern
• The emotional loop
• The emotional meter
• How high performers make the leap
• The ATTITUDE model
• The only constant is change
• How change affects personal values and beliefs
• How personal values and beliefs affect our view of change
• Using physiology

Team-working/Team-building:

• Myers Briggs Type Indicator
• Effective communication
• Belbin team roles
• Teams working together
• Creating a team culture
• Team/Task/Individual
• The four stages of team development
• Personal targets vs. Team Goals
• Impact vs. Intention
• Coaching and Feedback
• External team building events facilitated

Performance Management:

• What is performance?
• Goal setting
• Setting up a performance plan
• Assessing performance
• Motivating people
• Creating a high performance culture
• Moving at pace
• Monitoring and evaluation
• Action planning
• Improvement planning
• Consequence management
• Reward management
• The Tradgic model
• The balance between sales and service
• Why personal development is an important part of performance plans
• Live practice sessions

Sales Management:

• What is management?
• High support/high challenge
• Creating a positive culture
• Delivering what matters
• Optimising resources
• Sales management planning
• Aligning individual actions to business goals
• Managing performance
• Value added vs. numbers game
• Positively impacting your sales team
• Coaching vs. Feedback and when to use them
• Developing team solutions to team issues
• Benefits of farming or hunting to maximise sales opportunities
• Live practice sessions

Negotiation Skills:

• What is negotiation
• When do you negotiate
• WIN/WIN or NO DEAL
• Effective preparation
• The PIOC and AWE models
• Using Straw Benefits
• How to deal with difficult people or situations
• Becoming assertive
• Identifying weak areas and developing strategies to overcome them
• What are your MFP and WAP
• What are your client’s MFP and WAP
• Verbal and non verbal communications in negotiating
• Live practice sessions