Training Solution We Have to Offer

The IQ versus EQ controversy – for many years the belief has been that IQ is the greatest factor determining success. However, current research shows that it’s more your EQ that will determine success today than your IQ. What is EQ? It is the ability to work with people and through people to achieve win-win results for both parties. A combination of rapport, empathy and street Smarts.

This programme will show you how to get the best out of people at all levels.

  Objectives

  • To understand and to be able to effectively grow EQ and to use it in dealing with people at all levels.
  • To easily work towards win-win outcomes with all people.

Course Content

This programme explores the 17 pieces of the puzzle, that make up EQ:

  • Emotional knowledge.
  • Emotional energy.
  • Emotional self-awareness.
  • Emotional openness and sharing.
  • Trust.
  • Assertiveness.
  • Empathy.
  • Independence.
  • Self-esteem.
  • Self-actualisation.
  • Stress management.
  • Communication skills.
  • Positivity with people.
  • Giving and sharing.
  • The final and most important piece.

  Objectives

  • To improve attitude to both clients and the workplace.
  • To develop practical telephone skills and improve inter-personal skills.

The telephone is neither good nor bad. Properly used, it can be an enormously powerful tool. Badly used, it can lose us customers in less time than it takes to say “please hold”. Then again, people who use the phone as their primary means of communicating are often perceived as rude and uncaring. They often show little or no empathy with their clients. This programme shows how to correct this, to make “Telephone Super Stars.”

Course Content

By making a great impression on the phone, we have a far better opportunity of converting queries into business. This programme shows how.

  • Improve self esteem.
  • Basic understanding of the three emotions.
  • An understanding of assertive behaviour.
  • Dedication to professionalism.
  • Personal image.
  • What is a client?
  • Whose responsibility is it? …. “It’s not mine…” Work group building..
  • What is a telephone?
  • First impressions.
  • Analysis of the different types of calls
  • Having the right tools available at all times.
  • Tele-scripting.
  • How to address people.
  • Are you talking to the right person?
  • Using negative or multi-meaning words and jargon.
  • Non verbal usage and problems.
  • Voice control.
  • Tele-manners. Time on hold. Who’s calling?
  • Do not transfer until needs are established.
  • Promise to call back – and do it.

In our lives today, and more particularly in business, there is conflict. It is the ability to manage inter-personal relationships and conflicts that comes with them that will make the difference between our personal success or failure both at work and home. This programme will show you how to manage conflict well.

  Objectives

  • To effectively handle the conflicts that occur within business and at home, producing a win-win outcome for all.

Course Content

This programme is a must for people who have a need to work cohesively with others.

Part 1. Assertiveness training.
Learning to say ‘no’ without feeling guilty. In this module, we handle the differences between unassertive, aggressive and assertive behaviour. Having defined assertiveness, we then work towards developing assertiveness by reducing unassertive and aggressive behaviours.

The pay-offs and disadvantages of both unassertive and aggressive behaviour are examined, as well as the pay-offs and advantages of assertive behaviour.

Delegates learn how to use the assertive option, to avoid putting themselves down, or putting others down. This helps them to grow, through an understanding of their own personality.

Part 2. Interaction management.
This module handles how we transact or relate with other people. It explores the concept that all people have what it takes to win and are created with what is required to succeed. The module is designed to allow people to recognise how, when and why they are “losing it” and what can be done to prevent and control this.

  Objectives

  • To improve attitude and motivation to both clients and the job.
  • To develop solid methods to effectively keep customers satisfied.

The customer is king or queen. We just have to know how to make them feel that this is true. A MUST for all businesses today. If we do not learn how to spoil our customers, to the point of creating superb relationships between them and us, then we face the risk of losing those customers to our competitors. This programme will show you how to deliver not just good service but EXCELLENT service.

Course Content

  • Are YOU delivering good service?
  • How would we know?
  • Grading of results and their meaning.
  • Commitment to quality and service pays.
  • Why we lose customers.
  • Body language and it’s effect on customer care.
  • Keeping old customers and attracting new ones.
  • Customer service defined.
  • Listening skills.
  • Developing rapport with customers.
  • WIIFM – What’s in it for me?
  • What is a customer
  • Developing rapport with customers.
  • WIIFM – What’s in it for me?
  • What is a customer
  • The golden rule of customer care.
  • Why is customer service so bad?
  • Company mission statements.
  • Using technology.
  • Improving internal motivation.
  • What customers love.
  • What customers hate.
  • Do’s and don’ts of customer service
  • Handling unhappy customers.
  • Handling irate customers.
  • The P.R.I.D.E. formula.

As managers, we all sometimes make mistakes. People are our greatest resource and by examining the mistakes most often made by South African managers, we can develop solutions to prevent them and create a more motivated group of employees. By managing our staff well, we are able to get better performance, with less conflict and problems. This programme shows how.

  Objectives

  • To make sure that our staff see that their tasks are carried out properly and that they are sufficiently satisfied and motivated.

Course Content

This programme explores 20 of the most common mistakes made by managers and looks at ways of preventing them in the future.

  • Not setting goals.
  • Poor communication.
  • Dictatorial, aggressive behaviour.
  • Wanting to be liked.
  • Poor hiring decisions.
  • Not motivating employees.
  • Criticism and negative discipline.
  • Creating a “them and us” culture.
  • Not managing conflict.
  • Resistance to change.
  • Not leading by example.
  • Not using the brain correctly.
  • Paying poorly.
  • A lack of training.
  • Not managing stress levels.
  • Unrealistic deadlines.
  • Prejudice.
  • Overlooking the wisdom of employees.
  • A lack of empathy.
  • Taking life too seriously.

  Objectives

  • To improve the ability to close more sales and improve the productivity of sales people.

Sales people are not born great. It is only with good quality training that they can learn, develop and polish the skills that will make them great. A small investment in this seminar will pay for itself hundreds of times over. This programme explores the do’s and don’ts of superior selling. Turn prospects into customers by following tried and tested professional methods.

Course Content

By developing selling skills, we are able to gain rapport and co-operation quickly and easily from our customers.

This programme shows how.

INTRODUCTION. Stressing the importance of training; the tools of the salesperson; the ongoing aspects of sales training with repetition, and definitions of customer and salesperson.

PROSPECTING. For a salesperson to be successful, he needs to reach customers.If one doesn’t constantly find new clients, he soon finds his client list and turnover reducing. In this module delegates are taught valuable referral and non-referral techniques.Practical prospecting methods are examined.

TIME AND TERRITORY MANAGEMENT. Time is a unique resource. There isn’t any more of it. Each of us already has all there is, yet few of us have enough. Delegates are made to understand the “time is money” concept, by costing their own worth, on an hourly basis. The major time traps that prevent good utilisation of time are examined, and solutions found to overcome them.

THE APPROACH. What happens when salesperson and client come face to face. How to handle the initial greeting. How to set the client at ease, and to create a selling environment…The concept of “need satisfaction selling” is looked at, and the questioning techniques to establish client needs are explored. Delegates complete this module with an understanding of how to “marry” customer needs, with their own product or service.

THE PRESENTATION. This module explains that until customers can answer the question “what’s in it for me?” they are not buyers. The delegates are taught that their product or service is full of features, and it is up to them to translate these features into customer benefits. Presentation skills are handled, and delegates will also learn how to use samples, demonstration units, showrooms and printed material which is available to them.

OVERCOMING OBJECTIONS. Many salespeople are upset by objections. By understanding that objections are signposts of interest, that can lead us to a successful sale, their attitude to objections becomes more positive. They will learn how to listen to objections, how to uncover hidden objections, and how to answer objections. By answering objections, rather than arguing against them, they are then able to move into the sales close.

CLOSING THE SALE. Closing is really the bottom line in selling, and it is this point that makes salespeople just mediocre or real winners. This module explores What is a sales close? How to close? When to close? We then go on to practically work with tried and tested closing techniques. At the conclusion of this module delegates will have deloped a willingness to close more sales, and have the competency necessary to deal with closing.

AFTER SALES FOLLOW UP. Once the sale is over, this is the best time to make sure that the client is satisfied with what he’s got. This makes the second and third sales that much easier. Also, satisfied customers mean more referred business. This module teaches delegates how to keep their customer satisfied after they’ve bought.