-
Free Article – Case Study – Great Expectations
Key learning outcomes: Learn that personalised customer service is an essential ingredient for repeat business. Describe the relationship between your level of service and your customers’ expectations. Develop strategies for delivering outstanding customer experiences. Recognise that improving the customer experience does not necessarily involved spending money. Article This case study outlines the customer’s experience of…
-
Free Article – Prospecting for Success
Key learning outcomes: Understand that sales calls are an effective way to build your sales staff’s skill and confidence and overcome ‘sales reluctance’. Differentiate between making a sales call and leaving a phone message. Establish valid reasons for making sales calls, so that every call counts. Recognise the value of sales call preparation and planning.…
-
Dollar Productivity
Key learning outcomes: Identify the “dollar-productive tasks” in your business or workplace. Complete our template to measure your dollar productivity. Create a benchmark or acceptable dollar-productivity rate for your business. Determine activities and tasks that negatively impact dollar productivity in your business. Article: It is important for any income producer in a business to be…
-
Coaching Your Sales Team
Learning outcomes • Use your skills and experience to coach your sales team in order to bring out the best in them, maximise their performance, and celebrate team successes.• Understand the importance of consistency in the timing of meetings and how they are run. • Implement our suggestions for encouraging team members to participate in…
-
Free Article – Is Common Courtesy Still Relevant?
Key learning outcomes: Acknowledge that common courtesy is still relevant in all aspects of our lives. Show how pleasant behaviour can enhance your success in negotiations. Learn the importance of building rapport with the other party in business interactions, and engaging in appropriate behaviour at all times. Recognise the positive impact of saying “thank you”.…
-
Free Article – It’s All About Perspective
Key Learning Outcomes Understand that problems and issues are all important to the person who has them. Determine the need to address small problems before they become large and impact performance. Distinguish between the different types of goals, and the ease with which they can be achieved. Recognise that goals should be set by the…
-
Role Play
Key Learning Outcomes Learn to use role-play as a tool for building the skills within your team. Implement a method of role-play that best suits your workplace, such as one-on-one, pairs/small groups, team or video. Differentiate between those participants who role-play with confidence and those who need encouragement. Understand why role-play has been proven as…
-
Handling Objections
Key Learning Outcomes Understand that objections should be viewed as opportunities, not problems. Use our trial close technique to encourage customers to reveal their concerns or objections. Demonstrate active listening skills and open-ended questions when addressing customers’ objections and isolating the objection. Show customers empathy so they feel their needs are understood and a solution…
-
Questions Based Sales
Key Learning Outcomes Differentiate between speaking to and asking questions of your customers. Recognise the benefits of asking the right questions when dealing with your customers. Compare the outcome of closed questions and open questions. Understand the value of pre-framing when selling your business’s products and services. Article The author of several sales books, Tom…
-
Sales Process
Key Learning Outcomes A well-designed sales process will increase the number of prospects who convert to customers. Learn about the characteristics you need in order to be a successful and effective salesperson. Apply our detailed sales process to your business, regardless of how large or small it is. Understand the importance of determining what your…