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Sales Mastery and Customer Serivce

Programme Objectives
This Course Will Help You:

  • To Connect and Influence People, Incorporating A Blend of High Tech and High Touch - Sales, Customer Service and Presentation Techniques.

(On Day 1)

  • To Acquire A Psychological Tool To:

- Help Understand Yourself, Colleagues And
  Clients Better To Build Win – Win Relationships.
- Use “Flexing” as a tool to Persuade, Close and Serve.

  • Acquire The Art Of Asking Rather Than Telling.
  • Close Any Sale With Any Type Of People- Even The Most Difficult Ones.
  • Distinguish Between A Condition And An Objection And Answering Objections Like A Champion!

(On Day 2)

  • Acquire Customer Service Excellence And Problem Solving Skills.
  • Master Telephone Service Techniques.
  • Master The Sales Presentation Skill: Closing In One-To-Group Presentation.     

Who Should Attend?
Individuals from all industries, government bodies, non-profit organizations and anyone who are interested in learning techniques for managing projects will find this programme valuable.

  • Programme managers
  • project managers
  • project team members from Members of Process Improvement Teams
  • Administrators responsible for managing projects
  • Technical professionals and engineers moving into project leadership

Training Methodology
Role – Plays, Lectures, Discussions, Analogies, Story-Telling, Magic, Science Experiments and other Psychological Audience Involvement Techniques.

Programme Outline
DAY 1

1) INTRODUCING PSYCHO - GEOMETRICSTM
      The Psychological Tool To Help You Understand Yourself,
      Colleagues and Clients. Flexing To Build Win –Win!

2) THE 6 TOP BENEFITS OF SELLING & SERVING

  • Developing The Passion, Cofidence, Desire And 

Commitment To Your Profession And Company.

  • Why This Profession?
  • Why Armstrong Ind. Corp. Ltd.? What’s My USP?

             
3) PROSPECTING – COLD, WARM & HOT CALLS
Prospecting – The Breakfast Of All Champions

  • 10 Tested Ways To Prospect

4) SUCCESS CONDITIONING SKILLS

  • Positive Thinking Vs Positive Believing
  • Stretegies The World's Most Successful Sales

Professionals Use… Being The No.1!
             
5) A CONDITION Vs AN OBJECTION

  • What Is a Condition
  • What Is An Objection
  • Handling Objections Like A Champion

6) CONTROL WITH QUESTIONS

  • The Sum Of All “Yeses” Leading To The Big “YES”
  • Identifying The Type Of Questions
  • Identifying The M.A.N.

 
7) IDENTIFYING THE 8 CHARACTERISTICS OF A SALES
    CHAMPION
       “Sharpening The Axe” Analogy

8) SUMMARY AND CONCLUSION

 DAY 2

1) THE SECRETS OF SUPERIOR SERVICE

  • The 6 Degrees Of Awesome Service
  • Personalising Your Service – Make Them Yearn To Come Back To You!!
  • Doing It Right Vs Doing The Right Things Right
  • GST, GEMS

2) TELEPHONE SERVICE TECHNIQUES

  • The Dos And Don’ts Of Telephone Etiquette
  • Establishing Telephone Courtesy

3) COMPLAINTS WELCOMED!

  • Find Out Why Customer Is Unhappy
  • Never Assume, Always Ask!
  • Establish, Isolate And Solve The Problem
  • Seeing Customers As A Valued Partner

4) THE 3Vs OF EFFECTIVE COMMUNICATION

  • Mastering And Applying The Impact Of Face-To-Face Communication (Words, Voice & Body Language)

5) ORGANISING THE SALES PRESENTATION

  • The 3-Step Approach
  • Selling Your Company, Selling Yourself As Armstrong Ambassadors!

     ** 2 to 3 Volunteers To Present (Feed-Back)

6) SPEAKING OFF-THE-CUFF

  • Mastering The Art Of Impromptu Speaking (Methodologies)
  • What To Do When Your Mind Goes Blank?

      ** 2 to 3 Volunteers To Present (Feed-Back)

7) FIELDING QUESTIONS FROM THE AUDIENCE

  •  Answering Questions Professionally And Tactfully

8) CONCLUSION AND FEED-BACK




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