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A-Z
of Training For SuccessThis
list of modules gives you an overview of our key areas of specialism. Each section
may be run as an individual programme or one of a number of topics chosen to be
linked together as a bespoke programme to meet your specific training objectives.
For further information contact us on 01992 633882
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A
*Account Management*
Having formed general strategies and
developed their sales technique, salespeople must be able to design effective
strategies for each account or sales opportunity. This requires an understanding
of each accounts Aims, Objectives, Strategy and Tactics. This module shows how
to differentiate between and effectively use these four stages of the strategic
process to be more effective and successful in developing your accounts. This
module also covers core communication, planning and sales skills to develop and
manage successful long term Accounts. *Advanced
Body Language Skills - Create Your Impact*
Can
you always read what your clients are thinking or want? Do you believe you have
always maximised the business you have gained? This programme dispels the myths
of body language and enables you to understand the unconscious signs you and your
clients display in meetings, presentations and negotiations. Key topics include:
Why use body language in business? Vital signs and creating Body Language Patterns,
Power Moves - dominance and submission, lie detection, rogue traits and exceptions,
face-reading, influencing skills, understanding buyer's actions and vocal influence. *Advanced
Sales Skills*
The
'partnership' approach to selling is the foundation for this intensive sales programme.
As competition becomes even more fierce, so working harder is not enough. Even
experienced salespeople need to learn new strategies and sales styles to make
the most of fewer opportunities. The focus of this programme is on starting and
developing strong relationships with customers along with the sophisticated sales
and communication skills and techniques that this requires. This module incorporates
advanced communication skills, benefits selling and advanced negotiation skills. *Advanced
Sales & Negotiation*
This
programme builds on core sales skills and structure giving delegates new ways
of winning business and being more effective. The programme delves deeper into
understanding communication skills and customer types, buyers needs, negotiating
tactics and structure to maintain performance. Appointment
Making
Making appointments with new prospects can be difficult in itself.
Making effective appointments with the right prospect requires planning and persuasive
skills of a high order. Yet the task of telephone canvassing can be mastered more
easily than almost any other aspect of selling, if salespeople follow the rules.
Covering core process and key communication skills, this module builds skill,
confidence and ultimately results. Appraisal
& Performance Review
Staff appraisal should be a festival of motivation.
It is not a vehicle for criticism, but a problem solving exercise in which two
people learn through interaction. Because it is a major corporate activity, it
requires a wide variety of communication skills and problem solving techniques.
Above all, appraisal is an integral part of management by objectives and should
be a continuous process. This programme covers the performance review and appraisal
process and the communication skills needed to make it effective. Assertiveness
Supervisors and Managers need to be able to get the best from staff quickly and
without creating negative feelings. Not all of us feel we naturally have the necessary
confidence to inspire those around us to act on our messages. Furthermore, assertiveness
becomes an all important tool for managers when we need to handle difficult staff
and situations. This programme addresses the language we use in such situations
and the importance of the non-linguistic cues we give to staff to help managers
increase their assertiveness. This module can also be incorporated into sales
training and communication skills programmes.
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B
Behavioural
Analysis
Most
good salespeople instinctively adapt their behaviour to the different personalities
of their customers. This module shows how to put those instincts to more effective
use. Behavioural styles are divided into four main categories; Drivers, Expressives,
Analyticals and Amiables. There are sound general principles for modifying strategies
and tactics to deal with each style. By following these guidelines, salespeople
will be able to partner decision makers in satisfying their material and emotional
needs and thus become more effective in their roles. This module is built into
most training programmes. *Business
Presentation Skills*
Ideally,
all presentations should be designed around presenting to your audience a summary
of the wants, needs and concerns of the customer. Some presentations can be competitive,
and need to deal with comparisons. To present our solution in the best possible
light we need to develop skills in structure and control, audience participation,
verbal and non-verbal communication. In a sales presentation, these must be synthesised
with our sales techniques of objection handling and closing. This module shows
how to combine these skills within an effective presentation framework and can
be tailored to meet the objectives for specific types of presentation, different
levels and types of audience. The programme gives delegate an 'on their feet experience
and practise to gain confidence and understanding the effects of structure, body
language, tone and content to make their presentations successful, whatever level
and audience they are presenting to. This course can be non-sales or sales focused. *Effective
Business Writing Skills*
Written
communications play a significant part in the reputation that precedes your company,
so it is paramount that we make the right impression with them. If you are new
to written business communications, have never worked in an office environment
or just want to polish up on the art of writing letters and emails professionally,
then this is the course for you. It covers professional standards with regards
to the layout, structure, content and style of letters and emails, signing off
and signatures, font and colour of text, punctuation and grammar. Buyer
Tactics
A one day programme covering core buying and negotiating skills
in the morning, including: how we influence, how buyers buy and buyers tactics
and countermeasures. In the afternoon delegates learn the importance of body language
in negotiations; how to recognise vital signs and patterns in others and themselves
that show dominance and submission, buying signals and myths to ensure more successful
results.
Buyer
Negotiation
Negotiation begins where selling ends and should promote a
win/win relationship between buyer and seller. Its main purpose is to trade concessions
to achieve optimum profit for both sides. The buyers have agreed that the seller's
product will satisfy their needs. They are now concerned about securing the best
terms and conditions. Buyers need to understand why and how salespeople think
and behave so they can maximise their own position. This module focuses on planning,
anticipating the needs, strengths, weaknesses and likely strategies of the other
party, and the employment of the right techniques in the right framework to ensure
a successful outcome.
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C
*Change
Management*
New
strategies, management initiatives and various external factors can force us to
need to change the way we work. This can lead to confusion and indignation in
staff as change is often frowned upon or feared. This module shows how change
can be embraced as a positive force which can lead your company into new, challenging
and profitable territories and describes how by utilising managerial clarity and
support, change can be used as a positive and powerful tool to reshape your company. Closing
This module shows how to obtain agreement to ideas and actions throughout the
decision making process without appearing to pressure the buyer. It also demonstrates
a wide variety of closing methods to overcome difficulties caused by competition,
political situations and the psychological needs of the prospective customer.
Coaching
Coaching is a process in which a manager, through direct discussion and guided
activity, helps a colleague or team member to learn to solve a problem, or to
do a task, better than would otherwise have been the case. Effective coaching
calls for dedication and commitment and is undoubtedly time consuming if it is
to be done well. It also provides the dedicated manager with a tool of real worth
for developing his/her staff and for building bonds and relationships with his/her
people. As such, coaching is potentially one of the most rewarding managerial
activities. Coaching programmes can be delivered at a variety of levels including
Team and Management Coaching. Cold-Calling
Conducted skilfully, a telephone account-prospecting programme is a highly efficient
and cost effective means by which to open new business relationships. Delegates
learn the structure, skills and techniques for planning and approaching new accounts
from scratch, with skill, control and confidence. Essential performance measures
for maintaining quality and consistency in approach styles across a team of account
prospecting professionals are also covered. Recorded role plays are included to
increase confidence and continuously improve approach and style. Commercial
Awareness
In the changing economic environment, companies need to be confident
of their own place in the market as well as the product offering and culture of
their competitors. In this workshop based module, delegates will consider their
position in the marketplace and how to link commercial awareness with business
strategy. The module aims to give delegates a grounding in business structure,
strategy and how business works in the wider market. Consultative
Selling
Historic approaches to selling were largely focused on achieving
the 'sale' in completing a single transaction. Transactional selling is characterised
by focusing on a single sale with orientation on product features. They tend to
take place over short time scales with little customer contact and little measurement
of customer satisfaction. In Consultative Selling the emphasis moves from 'transaction'
to 'relationship'. The characteristics of relationship selling are focussed on
customer retention over a long time scale with high customer service emphasis,
high customer commitment often with multi-level customer contact. This module
looks at the interpersonal and communication skills needed to build stronger,
more effective and longer term relationships with your clients. Counselling
Skills
Counselling, like management, may be defined in many ways. Ideally,
it should be a continuous process, based upon the needs of your staff. It may
involve giving advice, more often it should take the form of helping others to
find their own solutions to their problems. Successful counsellors must have a
knowledge of leadership and communication styles and the ability to choose the
best for each individual and situation. They need communication skills of a high
order. Above all, they must be able to analyse problems and guide their people
to find effective solutions. This may be a standalone one day programme or module
as part of a management development programme. Creative
Thinking / Problem Solving
The creative thinking and brainstorming module
introduces delegates to a selection of techniques designed to generate new ideas
and products, and to look at alternative ways of approaching business problems.
All of the techniques involve generating solutions to business or man management
problems, evaluating options, decision making and implementation skills. This
programme is a workshop based format. The case studies and exercises approach
problem solving and ideas generation from both a structured and lateral thinking
perspective, and include: De Bono's Thinking Hats, The Concept Fan, Simplex, Cost
Benefit Analysis and Decision Tree Analysis. Delegates are encouraged to come
to the session with a specific problem, issue or project, which the group will
then brainstorm using one or more appropriate techniques discussed on the course. CRM
- Customer Relationship Management
CRM is all about developing a coordinated
response to customers across all customer access and delivery channels. CRM is
founded on customer knowledge and accurate customer profiling. It means linking
sales and customer service; it means linking telesales and field sales; it means
linking key account management with territory based sales organisations. This
may be a standalone module or part of a wider sales training programme. Customer
Journey
The Customer Journey traces the decisions that complicated customers
make in the B2B environment from the initial problems and issues that customers
have to their eventual purchase decisions. Such decisions are more involved and
complicated than those made in consumer markets and this journey needs to be identified
and understood. The Customer Journey methodology identifies the customer buying
process and specifies those sales processes and sales actions necessary to sell
effectively to these customers. Customer
Orientation
An intensive one day module focusing on our approach to internal
and external customers. The day covers customer expectations, recognition of existing
service levels, use of positive language and attitude, influencing skills, building
trust and dealing with difficult situations. *Customer
Care Skills*
Everyone
in our business is involved in customer care whether on an internal or external
basis. This programme identifies and teaches the core skills, processes and attitudes
required to ensure your customers are always looked after and come back to you
time after time. Customer
Service
The importance of excellent customer support as an integral part
of a company's selling process to its customers is one of the major growth areas
of training. There are two types of service: material and personal. Most of us
tend to take material service for granted. We pay for it so we expect it. Personal
service is another matter. It is seldom of a high standard, so when we receive
it we are surprised and delighted. This programme shows how everyone who has any
contact with customers can make personal service the key factor in winning business
and keeping those customers. It covers all aspects of communicating effectively
with customers in addition to the importance of good interpersonal skills with
internal customers. It shows how to turn problems into opportunities, complaints
into more business and discontented customers into happy customers.
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D
*Direction*
Director level
competence appears very much to be related to the ability to cope with change,
uncertainty and ambiguity. In light of these challenges, this intensive and rewarding
one-day programme was designed to develop delegates' personal competence and confidence.
The programme covers all aspects of Leadership and Motivation through seven short
modules. Each module, part seminar and part workshop, uses live case studies,
up-to-the-minute examples and evidence, practical techniques and incisive self-assessments
to create an unforgettable experience. The modules include: Leadership, Motivation,
Performance Standards, Communication, Personal Effectiveness and Personal Profiles. Back
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| E
*Effective
Business Writing Skills*
Written
communications play a significant part in the reputation that precedes your company,
so it is paramount that we make the right impression with them. If you are new
to written business communications, have never worked in an office environment
or just want to polish up on the art of writing letters and emails professionally,
then this is the course for you. It covers professional standards with regards
to the layout, structure, content and style of letters and emails, signing off
and signatures, font and colour of text, punctuation and grammar. Effective
Delegation
Delegation is always a difficult skill to learn when you think
you can complete a task quicker and more effectively than someone else. The ability
to recognise what should or shouldn't be delegated and how to communicate effectively,
develop and empower others through delegation are key skills needed in everyday
business. This module can be linked to or incorporate listening and coaching skills
and motivating your team through delegation. *Effective
Meeting Management*
A
meeting provides a unique opportunity to generate new ideas and create team spirit.
It should also be a vehicle for gaining a group's commitment to improving performance,
developing potential managers and using the experience of successful people to
inspire and train others. This programme looks at the role of the chair, time
management, keeping the meeting on track, encouraging input from everyone, reaching
agreement and follow up. It considers how to do this in an appropriate, motivational
and professional way. *Engineer
as a Company Ambassador*
This
programme is designed to inspire service engineers to realise the importance of
their contribution to the Company, give them a sense of purpose and encourage
them to see themselves, directly or indirectly, as a business getter. The programme
helps delegates identify how to contribute to their special role in providing
the Company with a competitive edge above competitors and how a little extra effort
during a service call can win their Company new opportunities that exist to help
the sales effort. An intensive one-day workshop. *Essential
Skills Of Customer Care*
Everyone
is our business is involved in customer care whether on an internal or external
basis. This programme identifies and teaches the core skills, processes and attitudes
required to ensure your customers are always looked after and come back to you
time after time. *Essential
Skills Of Managing People*
This
programme has been designed to give delegates a framework for employee development
within modern business. In particular it has been designed for those who have
responsibility to obtain the highest standards of work through and with those
reporting to them. The programme covers the core management skills of coaching,
communication skills, motivation, leadership, managing change, building successful
teams, decision making and managing performance.
* Click the title of these modules to see further details *
***** If
you would like to discuss any of the above modules in further detail or would
like us to send you information, please contact us on 01992 633882 or
email us with details of your enquiry. Back
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