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Listening Skills
Key Learning Outcomes Distinguish between listening and hearing. Recognise that skilled listening is a desirable trait in business leaders and managers. Identify the benefits of effective listening for both your business and your personal life. Practise our tips for becoming an effective and active listener. Article “Most people do not listen with the intent to…
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Stand Out Client Contact
Key Learning Outcomes Recognise that to stand out in a competitive environment, your business needs to be offering something unique, and you need to offer it in a consistent fashion. Learn the importance of conducting activities regularly and on time to strengthen your client contact. Identify unique ideas for client contact that set you apart…
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Client Nurture Program
Key Learning Outcomes Learn about how an effective nurture program can turn prospects into loyal clients. Understand that in a successful client nurture program, communication adds value to the client relationship, if carried out consistently. Recognise that both verbal and non-verbal communication, two-way communication and using a variety of forms of contact are vital in…
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Client Nurture Model
Key Learning Outcomes Identify the need to guide your clients in their journey from being a prospect to becoming a client. Apply our client nurture model to your business to distinguish between a prospect and a client. Recognise the three stages of the client nurture model: superficial relationship, mid-level relationship and high-level relationship. Use our…
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Persuasion
Key Learning Outcomes Understand that persuasion is a tool for promoting an idea, service or product, to influence specific behaviour or during negotiations. Recognise the importance of credibility which can be developed from knowledge, experience, trust and ethical behaviour. Develop your questioning and active listening skills so you are clear on the potential customer’s needs.…
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Six Principals of Influence
Key Learning Outcomes Describe the law of reciprocity as it applies to your business. Determine that people will generally honour a commitment whether oral or in writing. Understand the concept of “social proof” or evidence that other customers are using or buying the same product or service. Learn that building rapport with your customers will…
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Free Article – Introduction to Client Nurture
Key Learning Outcomes Understand the importance of working to retain your clients and building on your existing business. Recognise that the more detailed your client information, the better your client nurture. Learn that a potential market can be broken down into four sectors: 100% loyal to your business, “open to adoption”, not loyal to anyone…
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Surprise and Delight
Key Learning Outcomes Recognise that enhancing the customer experience will increase the likelihood of earning repeat or referral business. Learn some tips for delivering good service to your customers. Understand the consumer’s power and their ability to readily communicate a positive or negative experience. Practise our three-step exercise to capitalise on opportunities to surprise and…