GROW
Business Development

Our sales training programmes are highly practical and participative.   The courses equip attendees with tried-and-tested processes for achieving excellent sales results.

For maximum impact, courses are customised to deal with a comprehensive range of realistic scenarios ensuring attendees leave the course equipped with a clear understanding of the sales process, skills and knowledge necessary to achieve excellent sales results.  Customised case studies will be written and used for role play purposes during the course.

Sales training program types:

• Field sales
• Telesales
• Account management
• Virtual selling
• B2B, B2C, Retail
• Sales coaching

What you will learn:

Attendees will learn the importance of a confident attitude when interacting with customers.  Learn how to ask powerful questions, actively listen in order to uncover customer needs, drive new thinking and expand perceived possibilities. We will look at how to establish credibility, build impact cases and share value propositions through storytelling.  Attendees will also learn how to overcome objections and ask for the business.

How it will help:

It allows us to understand customer specific needs and offer value which can’t be found elsewhere. Through our differentiation technique and storytelling we help customers realise how not all products that look the same really are the same.

Our negotiation skills training is ideal for anyone directly involved in negotiation on a day-to-day basis.  Individuals often fail in negotiations because they have had no grounding in basic negotiation skills. Key strategy and actions can be deployed to enhance the outcome of your negotiations, prevent losses and increase gains for you and your organisation.  For maximum impact, the course is customised to deal with a comprehensive range of realistic scenarios highlighting key learning points for improved communications and negotiation skills.

What you will learn:

Attendees will learn how to plan effectively for a negotiation.  We will start by exploring how to map out your strategy, identify your objective, your BATNA, your walk away point.  We will learn about negotiation styles and get the opportunity to identify your own negotiation style.  You will explore the impact of power and trust in negotiations, the importance of tending to relationships and taking the time to build rapport. We will look at tactics and how to use them while also gaining an understanding of concessions and how we can make or take them for maximum impact. You will learn the importance of effective communication, how to overcome deadlocks and come to a win/win agreement.

How it will help:

By mastering a consistent negotiation process we will become more effective at solving issues, reaching agreement or consensus, avoiding conflict or dispute among individuals or a group of individuals. No matter what our position in an organisation, we are negotiating daily to complete our work. When we learn how to apply a consistent process to our negotiations we build respect, improve our results, build better relationships, avoid future conflicts and secure the business deals we have set as goals.

Our customer care courses are current, insightful and highly practical courses which aim to equip attendees with the correct skills to offer excellence in all customer interactions.  The course focuses on the what, why and how of delivering high quality customer engagement, where attendees consider the impact of poor communications on customer relationships. Attendees will explore the key attitudes, behavioural responses and skills that underpin a standard of excellence.

For maximum impact courses are customised to deal with a comprehensive range of realistic scenarios highlighting key learning points for improved communications pertinent to your company

Customer care course types:

• Excellence in customer engagement
• Customer care/resilience
• Complaint handling
• Dealing with difficult situations/callers

What you will learn:

Attendees will learn the impact of first impressions and perception in our interactions with customers. We will examine how to build rapport, trust and empathy with our customers. Discover how to get to the bottom of service issues by asking the right questions and active listening.  Attendees will learn how to manage customer expectations, clarify complaints and reduce stress by taking care of their customers on both an emotional and rational level. We will examine problem solving skills which can be used to deal with difficult situations/callers, transforming these situations into improvement opportunities while maintaining customer loyalty.  Attendees will also learn how to build resilience in order to manage stress.

How it will help:

In customer centric cultures, consistency is key. When organisations take the time to build a reputation as a company that always deliver, they become an organisation that makes customers want to come back.  After this course, you will have the tools necessary to help you understand, manage and exceed customer expectations.  You will be able to use a consistent process to resolve and recover from complaints, transforming complaints into additional sales and service opportunities.  You will be aware of the importance of being emotionally intelligent in customer interactions and know how to deal with the emotional and logical aspects of interacting with customers.  You will also be able use problem solving skills to identify opportunities for strengthening customer relationships.  You will be equipped with the tools necessary to manage stress and be resilient within your role as a customer service provider.

This practical and engaging course will provide participants with a toolkit they can use to develop their team members and increase performance through effective coaching.  The course will introduce attendees to a range of skills and approaches that can be used not only in structured coaching conversations but also in everyday conversations.  Attendees will discover the importance of goal setting, clarifying outcomes, maintaining direction and establishing ground rules. Attendees will leave with lots of tools they can use immediately to help them coach and facilitate effectively.

Coaching program types:

• Sales coaching
• Coaching for performance

What you will learn:

Attendees will learn a coaching process. We will examine the importance of goal setting and explore the GROW model.  You will learn how to build rapport, clarify outcomes, maintain direction and establish ground rules.  We will discover how behaviours develop in people and how by creating a coaching culture you can make long term changes to negative or challenging behaviours.  Attendees will gain an understanding of how to adapt their style of coaching to meet the needs of the individual and the business. You will learn key coaching skills, active listening and how to ask powerful questions and challenge limiting beliefs.  We will explore the difference between directive and non-directive coaching.  You will also learn how through coaching you can develop long term action plans, improving individual and team performance. 

How it will help:

Coaching plays a valuable role in improving performance, empowering employees and developing talent.  Coaching helps empower employees to come up with solutions and implement their ideas. In the words of John Whitmore:

‘Coaching is unlocking a persons potential to maximise their growth’

‘I am able to control only that which I am aware of.  That which I am unaware of controls me.  Awareness empowers me.’

This course aims to equip attendees with the correct skills to successfully deal with debt collection.  For maximum impact, it is customised to deal with a comprehensive range of realistic scenarios highlighting key learning points.

What you will learn:

Attendees will learn how to collect overdue accounts while maintaining positive client relationships.  Understand the rules around the law and debt collection.  We will examine a debt collection call structure.  The importance of assertive communication in debt collection, how to build trust and rapport. Attendees will learn how to influence people effectively and reach win/win outcomes. We will look at how to plan for and deal with excuses.

How it will help:

By mastering a best practice approach to debt collection, attendees will gain the skills and knowledge necessary to confidently interact with debtors, collect overdue amounts while maintaining good client relations.

We are certified to administer a number of psychometric testing and evaluation tools:

Sales assessment tool

Objective Management Group (OMG) sales assessment tools which have been consistently ranked #1 for sales team evaluations and assessments.  We combine our experience in training and developing sales teams with their world class sales assessments.

At an individual level we measure the 21 core selling competencies for salespeople, and 20 sales management competencies for sales managers.  The results show which of your existing salespeople and managers could be performing two, three or even four times better and highlight what can be done to help these people achieve their true potential.

These assessments can be used as a:

• Recruitment tool to help you recruit sales superstars.
• Evaluation and assessment tool to give you visibility on skills gap analysis for your sales people.

Myers-Briggs psychometric

• Assessments
• 1:1 feedback
• Team building workshop

EQ-I (Emotional Intelligence)

• Assessments
• 1:1 coaching

DISC

• Assessments
• 1:1 feedback
• Team building workshop