TRAINING

Customer Service Training

Defining Excellent Customer Service

• Describe exceptional customer service.
• Identify the benefits of great customer service.
• Recognize barriers to the delivery of outstanding customer service.
• Recognize and adapt to specific customer behavior styles.
• Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
• Learn techniques for dealing with angry or upset customers.
• Develop a personal action plan to improve customer service skills.

Handling Difficult People Training

• Maintain a friendly and professional manner.
• Acknowledge that a difficult situation exists.
• Calm the customer by questioning and verifying.
• Focus the customer on the current situation.
• Handle the situation.
• The rebound effect.

Better E-mail Communication Training

• What are the biggest email problems and why do they occur?
• Subject lines
• From Lines Greeting
• Body of the letter
• Rule of thirds
• Message length
• One message per email
• Signature lines
• Closing
• Postscripts

Negotiation Training

• Introduction to Negotiations
• Fear of Negotiation
• Five Phases of Negotiation
• Identify and Understand Needs and Interests
• Look for Options
• Reading Body Language
• Negotiating With Different Personality Types
• Negotiation Styles
• Conflict Resolution
• Methods of Dealing with Conflict
• Concessions
• Common Negotiation Tactics
• Dealing with the Tough Negotiator
• Uncover the Optimum Deal
• Establishing a Winning Plan

Sales Training

Essential Sales Skills

• What it takes to be successful in communication sales.
• Personality traits that help and hinder.
• Habits that you must develop, habits that you must break.
• Working with different personalities.
• Customer-centric vs. company-centric.
• The consultative approach.

Buying Motivations

• The five essential benefits of communication technology.
• The communication problems of health care, education, industry, government and commerce, and how to discover which ones will lead to a sale.

Prospecting

• Finding suspects.
• Statements and questions that resonate and engage.
• Turning the monologue into a dialogue.
• Unanticipated solutions that convert suspects into prospects.
• Recognizing when the suspect is not a prospect, and how to leave him/her with a uniquely positive impression.

The Interview

• Active listening.
• Determining if you have a solution.
• Determining if your solution can get funded.
• Eliminating the competition early in the process.

The Presentation

• Demonstrations.
• Visual aids.
• Questions and answers.
• References.
• What to say when your time is limited.

Advancing to the Sale

• The right and wrong ways to follow up.
• Telephone vs. email.
• Negotiating price.
• When your main contact leaves the company.
• How to ask for the sale (without asking for the sale).

Procurement

• The decision to purchase is not the last step.
• Procurement policies, procedures and challenges of health care, education, industry, government and commerce.