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A-Z of Training For Success

This 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


	A - E \| F - M \| N - R \| S - Z Select a letter to move down the page: A - B - C - D - E * Click the title of the modules marked with * to see further details If you would like to discuss any of these modules in more detail or would like to be sent further information, please contact us on 01992 633882 or email us with details of your enquiry.

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 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.

Analysis, Judgment & Effective Decision Making
How do we know we've made a good decision, how do we exercise judgement and how does our personality affect our decision making? This course takes an in-depth look at the decision making process and provides insight and tools for effective decision making both individually and as a team. The course includes; how to distinguish between the different categories of decisions (command, consultative and concertative) and when to apply them effectively, how to gain insight to improve decision making by taking into account your personality profile and practise using appropriate decision making tools in circumstances such as determining root cause, making multi criteria choice, creativity, prioritisation and risk assessment.

* A Passion for our Business - A Passion for Customer Service *
Do we always take the time to understand the vision of our business, where we are going and what we want?? This programme starts by looking at what we stand for and who we are before looking at our customers; who they are, what they want and how we can bring these two together by offering exceptional customer service through best practise communication and influencing skills. We look at what gets in the way of offering exceptional service, turning complaints into opportunities and putting ourselves in the 'customers shoes' to understand how we can establish what the customers really want and why they may react the way the do. An engaging fast paced programme for those wanting to change the level of service that they offer as a standard.

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.

* Art of Conducting Effective Meetings *
Have you attended meetings that have lacked focus, lacked direction, over-run and when you left felt like you had achieved very little? By attending this programme, you will increase your confidence, develop a robust, practical structure and importantly, when people attend your meetings they will be both uplifted and motivated and feel it was time well spent. Your meetings will become legendary.

Assertiveness for Managers & Supervisors
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.

Assertiveness for Individuals
A one-day programme designed to increase skills and understanding, moving delegates closer to being assertive in all aspects of their work (and private) life. It will help delegates improve relationships with customers/clients, peers, their manager, directors/senior managers and distributors by increasing knowledge and skill on how to be a more assertive person. Aimed at delegates who are too passive or aggressive, developing them to become more assertive.

B

Basic Principles of Buying Facilitation
A one-day workshop to understand how the Buying Process is different to more typical sales approaches and how by using the appropriate faciliation questions you can hugely increase the changes of success before you even start 'selling'.

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.

Building Dynamic Organisations
Does all of your Management Team work as one unit? This one-day workshop focuses on building a cohesive organisation through identifying the constituent parts of a winning team, identifying the challenge and working together more effectively.

* 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.

* 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 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.

* 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.

Communication Skills
This module stresses the importance of communication as a core skill. Effective communication with our clients has three key components: speaking, listening and creating space for effective communication to take place. All are important, but none more so than effective listening where you truly hear with accuracy. Communication is at the core of any business. Until we master communication skills we will never be able to deliver the results that we expect and deserve. We may have all the knowledge and skills that we need to do the job but if we are unable to communicate them, then nobody will ever know. There is a vital and basic cornerstone to all communication. We can be a 'transmitter' or a 'receiver' but, like old-fashioned two-way radios, we cannot do both at the same time.

Conference Master Classes/Workshops
Marcus Bohn offer various sessions from 60 minutes to 3 hours if you are looking for that 'something different' to make your Annual Sales Meeting or Conference a memorable event, but at the same time adding value as far as business performance is concerned. These development sessions can be run on various topics, for example:

Peak Performance Under Pressure - Mental Toughness
The world of Sales is full of challenges, constant change, deadlines and targets, setbacks and often extreme pressure. What enables some people to work effectively under such conditions, while others struggle to perform so well, is mental toughness. Research shows that adopting a performance mindset can often make the difference between achieving success or not. This workshop outlines a simple and practical model of mental toughness based on proven performance psychology techniques, and will help delegates to develop their own mental toughness plan to enable them to achieve high performance under pressure.

Conflict Management Through Assertiveness
This one-day conflict-handling workshop is designed to encourage delegates to become more assertive in all aspects of their work (and private) life increasing their knowledge and skills on how to handle conflict more successfully improving relationships with customers/clients, peers, managers, directors/senior managers and distributors by being more assertive as opposed to passive or aggressive.

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.

* Customer Service - 'From Good to Great' *
Through understanding your and others behavioural style, communication and assertiveness skills, this programme focuses on how to improve the service you give and make your customers' experience move from 'good to great'.

Developing a Strategic Manageement Approach
A one-day workshop for new or existing managers looking at Leadership v Management, Strategic v Operational Leadership, why strategy matters and the fundamental elements of creating the plan from tools, techniques, templates and external assessments, to ways to inmplement and use the plan.

* 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.

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 Decision-Making
How do we know we've made a good decision, how do we exercise judgement and how does our personality affect our decision-making? This course takes an in-depth look at the decision making process and provides insight and tools for effective decision making both individually and as a team. The course includes; how to distinguish between the different categories of decisions (command, consultative and concertative) and when to apply them effectively, gain insight to improve decision making by taking into account their personality profile and practise using appropriate decision making tools in circumstances such as determining root cause, making multi criteria choice, creativity, prioritisation and risk assessment.

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.

Effective Self Management
This programme helps delegates to improve their time management and feel more in control of their life through understanding key result areas, their own beliefs and values, how to set clear and achievable goals and objectives, prioritise, manage and reduce the stress generated through poor time management.

* 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 the modules marked with * to see further details

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If you would like to discuss any of these modules in more detail or would like to be sent further information, please contact us on 01992 633882 or email us with details of your enquiry.