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Moments of Truth
Key learning outcomes: Identify the moments of truth in interactions with your customers. Recognise that a customer will rate their experience according to their latest encounter with your business. Acknowledge the growth in the significance of the online sales environment. Understand the impact of the gap between an enquiry and completion of a sale on…
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Using Key Performance Indicators
Key learning outcomes: Learn that key performance indicators can help you to manage your business’s future success. Differentiate between lagging and leading indicators. Distinguish between using indicators to lead and using indicators to manage your team. Recognise that key performance indicators enable you to fine tune your coaching processes. Article: A lot of people ask…
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Negotiation Styles
Key learning outcomes: Recognise that we engage in negotiation in our day-to-day lives, in both a professional and personal context. Distinguish between win–win and loss–loss outcomes in negotiations. Learn about the five styles of negotiation and the typical situations when each is used. Explain how the desire to maintain a relationship or to achieve a…
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Are You Social Enough?
Key learning outcomes: Learn that an effective social media strategy will require detailed research on your target audience. Develop online content that will win over your potential clients. Identify tools for monitoring the success of your social media campaign. Recognise that an investment in advertising on social media sites may boost the impact of your…
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Free Article – Top 10 Tips for Delivering Great Customer Service
Key learning outcomes: Understand that customer service is not only about the product or service, but is also about the way it is delivered. Establish techniques for demonstrating that a customer is valued. Acknowledge the importance of adopting a positive tone when providing a service and personalising the customer experience. Identify the need to deliver…
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Are You A Sales Superstar?
Whether you work in sales, are thinking about a career or own your own business your skills and ability as a sales person can make the difference between success and failure. Gone are the days when a sales person just had to put on a suit, have a slick presentation and be persistent. Yes you…
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Closing The Deal
Key learning outcomes: Acknowledge that even the most professional salespeople can find it difficult to close a deal. Determine that a potential customer expects a salesperson to ask for the business. Establish the importance of asking confirming or mini closing questions during a sales presentation. Recognise that salespeople can learn more from their losses than…
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Free Article – Top 10 Tips For Sales Success
Key learning outcomes: Learn that successful salespeople are passionate about their products or services. Acknowledge that administrative tasks are as important as selling, particularly in the area of compliance. Implement accurate and up-to-date systems for building relationships with customers. Recognise that you can learn as much from your successes as your losses. Article: So, you…
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Free Article – Case Study – Communication Is The Key
Key learning outcomes: Learn that communication is essential in addressing problems and enables a customer to modify their expectations. Adopt a policy of always delivering what is promised to a customer. Recognise that honesty is the key in any service. Acknowledge that first impressions are lasting impressions. Article: It is a simple fact that not…
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The Marketing Mix – The Four P’s of Marketing
Key learning outcomes: Establish that the marketing department has a key role in a business’s success or failure. Recognise that a new product or service should be designed with customers’ needs and preferences in mind. Acknowledge the importance of a pricing strategy that considers value for the customer and the opportunities for discounting. Identify the…