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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…
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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…
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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…
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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…
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Introduction to Sales and Customer Service
Without customers a business does not survive. Learn what motivates people to buy and how you can increase your influence over them. Train your team to understand customer needs and how to better deliver solutions for them. Learn how to coach your team to become high-level performers. Use our proven sales process to ensure your…
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Buyer Motivation
Key Learning Outcomes Understand what motivates your customers and the impact of these motivators on repeat and referral business. Learn about the key motivational drivers: need, greed, fear, pleasure, vanity, status and impulse. Recognise that your customers may be motivated by a number of factors, so care should be taken to find the perfect solution…
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Free Article – Perception is Reality
Key Learning Outcomes Recognise your business is assessed according to what is perceived by your customers, or potential customers, to be reality. Learn that “street appeal” is crucial when seeking new business. Illustrate how, as a business owner, you can invest in the physical presentation of your business premises and your personal presentation to boost…
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Benefit Selling
Key Learning Outcomes Distinguish between the features and benefits of a product or service. Develop responses to your customers’ questions, such as “what’s in it for me?” Explain the benefits of your products or services, and provide supporting evidence. Learn to communicate the benefits of your products and services to customers. Article One of the…
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How to Complain and Get Results
Key Learning Outcomes Recognise that if you have to make a complaint, the way that you do it will have an impact on the results you achieve. Learn about the benefits of directing your complaint to the most senior person in an organisation, monitoring the timing of your complaint and using a positive and light…
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The ‘So What?’ Test
Key Learning Outcomes Understand that your customers are your business’s main priority. Determine what your customers want and why they buy from your business. Identify your products’ and services’ points of difference and assess if they pass the “so what?” test. Obtain some tips for passing the “so what?” test from our scenarios and examples.…