Module One - Getting Started

Module Two - The Basics (Part 1)

• Defining buying motives
• Establishing a call strategy
• Prospecting
• Qualifying

Module Three - The Basics (Part 2)

• Getting beyond the gate keeper
• Controlling the call
• Difficult customers
• Reporting

Module Four - Phone Etiquette

• Preparation
• Building rapport
• Speaking clearly - tone of voice
• Effective listening

Module Five - Tools

• Self - Assessments
• Utilizing sales scripts
• Making the script your own
• The sales dashboard

Module Six - Speaking like a STAR

• S = Situation
• T = Task
• A = Action
• R = Result

Module Seven - Types of Questions

• Open questions
• Closed questions
• Ignorant redirection
• Positive redirection
• Negative redirection
• Multiple choice redirection

Module Eight - Benchmarking

• Benchmark metrics
• Performance breakdown
• Implementing improvements
• Benefits

Module Nine - Goal Setting

• The importance of goals
• SMART goals
• Staying committed
• Motivation
• Overcoming limitations

Module Ten - Key Steps

• Six success factors
• Staying customer focused
• The art of telephone persuasion
• Telephone selling techniques

Module Eleven - Closing

• Knowing when it's time to close
• Closing techniques
• Maintaining the relationship
• After the sale

Module Twelve - Wrapping Up

Module One - Getting Started

Module Two - Three Main Factors

• Skepticism
• Misunderstanding
• Stalling

Module Three - Seeing Objections as Opportunities

• Translating the objection to a question
• Translating the objection to a reason to buy

Module Four - Getting to the Bottom

• Asking appropriate questions
• Common objections
• Basic strategies

Module Five - Finding a Point of Agreement

• Outlining features and benefits
• Identifying your unique selling position
• Agreeing with the objection to make the sale

Module Six - Have the Client Answer Their Own Objection

• Understand the problem
• Render it inobjectionable

Module Seven - Deflating Objections

• Bring up common objections first
• The inner workings of objections

Module Eight - Unvoiced Objections

• How to dig up the "Real Reason"
• Bringing their objections to light

Module Nine - The Five Steps

• Expect them
• Welcome them
• Affirm them
• Complete answers
• Compensating benefits

Module Ten - Do's and Don'ts

• Do's
• Don'ts

Module Eleven - Sealing the Deal

• Understanding when it's time to close
• Powerful closing techniques
• The power of reassurance
• Things to remember

Module Twelve - Wrapping Up

Module One: Getting Started

By the end of this course, you will be able to:

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

• Be Grateful
• Make Gratitude a Habit
• Keep Your Body Healthy
• Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

• Irritability
• Unhappiness With Your Job
• Feeling Underappreciated
• Not Well Rested

Module Four: Stress Management (External Stressors) 

• Manage Your Work Space
• Loud Work Environment
• Co-Worker Relations
• Demanding Supervisor

Module Five: Transactional Analysis 

• What is Transactional Analysis
• Parent
• Child
• Adult

Module Six: Why are Some Customers Difficult 

• They Have Truly Had a Bad Experience and Want to Vent
• Want Someone to be Held Accountable
• They Have Truly Had a Bad Experience and Want Resolution
• They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone 

• Listen to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person 

• Listen to the Customer’s Concerns
• Build Rapport
• Respond with Positive Words and Body Language
• Aside from Words

Module Nine: Sensitivity in Dealing with Customers 

• Customers who are Angry
• Customers who are Rude
• Customers with Different Cultural Values
• Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer 

• Angry Customer
• Rude Customer
• A Customer from Another Culture
• An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

• Call the Customer
• Send the Customer an Email
• Mail the Customer a Small Token
• Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Section One: Getting Started

• Objectives

Section Two: Learn the Lingo

• Types of Sales
• More Common Sales Approaches
• Glossary of Common Terms

Section Three: Preparing to Make the Call

• Identifying the Right Person to Contact
• Research and Planning
• Creating Potential Solutions

Section Four: Make the Appointment

• First Impressions
• Making the Cold Call
• Using the Referral Opening

Section Five: Pitch your Product

• Features and Benefits
• Outlining Your Unique Selling Position
• What’s in it for me?

Section Six: Managing Objections

• Common Types of Objections
• Basic Strategies
• Advanced Strategies

Section Seven: Closing the Sale

• Understanding Buying Signals
• Closing Techniques
• Things to Remember

Section Eight: Following Up

• Thank You Notes
• Customer Service Issues
• Staying in Touch

Section Nine: Setting Goals

• The Importance of Sales Goals
• Setting SMART Goals

Section Ten: Managing Your Data (CRM)

• Choosing a System That Works for You
• Using Computerized Systems
• Using Manual Systems

Section Eleven: Using a Prospect Board

• The Layout of a Prospect Board
• How to use the prospect board
• A Day in the Life of Your Board

Section Twelve: Wrapping Up

Module One : Getting Started

• Course Objectives

Module Two : Aspects of Phone Etiquette

• Phrasing
• Tone of Voice
• Speaking Clearly
• Listen to the Caller

Module Three : Using Proper Phone Language

• Please and Thank You
• Do Not Use Slang
• Avoid Using the Term “You”
• Emphasize What You Can Do, Not What You Can’t

Module Four : Eliminate Phone Distractions

• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt You

Module Five: Inbound Calls

• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient

Module Six: Outbound Calls

• Be Prepared
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private

Module Seven: Handling Rude or Angry Callers

• Stay Calm
• Listen to Their Needs
• Never Interrupt
• Identify What You Can Do for Them

Module Eight: Handling Interoffice Calls

• Transferring Calls
• Placing Callers on Hold
• Taking Messages
• End the Conversation

Module Nine: Handling Voicemail Messages

• Ensure the Voicemail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
• When Leaving a Message for Others

Module Ten: Methods of Training Employees

• Group Training
• One-on-One Training
• Peer Training
• Job Shadowing

Module Eleven: Correcting Poor Telephone Etiquette

• Screening Calls
• Employee Evaluations
• Peer Monitoring
• Customer Surveys

Module Twelve: Wrapping Up

Module One: Getting Started

Module Two: What Is a Coach?

• Be a Coach 
• Roles 
• Responsibilities 
• Face Challenges 

Module Three: Coaching

• Be Confident 
• Build Connections 
• Communicate 
• Focus on the Process

Module Four: Process

• Define Effective Salespeople 
• Coaching vs. Training 
• How Coachable Is an Employee (A. G.R.O.W.T.H.) 
• Avoid the Gap

Module Five: Inspiring

• Individualize 
• Personalize Rewards 
• Acknowledge Success 
• Provide Opportunities Over Punishment

Module Six: Authentic Leadership

• Vulnerability 
• Be Yourself and Encourage Individuality 
• Listening 
• Appreciate Effort

Module Seven: Best Practices

• SMART Goals 
• Be Realistic 
• Brainstorm Options 
• Take Away

Module Eight: Competition

• Social Pressure 
• Gamification 
• Rewards 
• Don’t Go Overboard

Module Nine: Data

• Provide Clear Metrics 
• Measurable Results 
• Analyze Data 
• Visualize Trends

Module Ten: Maintenance Strategies

• Benefits of Internal Program 
• Choose a Method 
• Create a Culture 
• Train Coaches

Module Eleven: Avoid Common Mistakes

• Poor Leadership 
• Ineffective Communication 
• Incomplete Data 
• Don’t Be Afraid to Let Go

Module Twelve: Wrapping Up

Module One - Getting Started

Module Two - Understanding Facilitation

• What is facilitation?
• What is a facilitator?
• When is facilitation appropriate?

Module Three - Process vs Content

• About process
• About content
• A facilitator's focus

Module Four - Laying the Groundwork

• Choosing a facilitated approach
• Planning for a facilitated meeting
• Collecting data

Module Five - Tuckman and Jensen's Model of Team Development

• Stage One - Forming
• Stage Two - Storming
• Stage Three - Norming
• Stage Four - Performing

Module Six - Building Consensus

• Encouraging participation
• Gathering information
• Presenting information
• Synthesizing and Summarising

Module Seven - Reaching a Decision Point

• Indentifying the options
• Creating a short list
• Choosing a solution
• Using the multi-option technique

Module Eight - Dealing with Difficult People

• Addressing disruptions
• Common types of difficult people and how to handle them
• Helping the group resolve issues on their own

Module Nine - Addressing Group Dysfunction

• Using ground rules to prevent dysfunction
• Restarting and reframing issues
• Some of the ways of restarting and reframing includes
• Getting people back on track

Module Ten - About Intervention

• Why intervention may be necessary
• When to intervene
• Levels of intervention

Module Eleven - Intervention Techniques

• Using your processes
• Boomerang it back
• ICE it - Identify, Check for agreement, Evaluate how to resolve

Module Twelve - Wrapping Up

Module One: Getting Started 

Module Two: Effective Traits

• Assertiveness 
• Emotional Intelligence 
• Solve Problems 
• Close 

Module Three: Know Clients

• Research 
• Customer Values
• Customer Needs 
• Anticipate Needs 

Module Four: Product

• Know Your Product 
• Believe in the Company and Product 
• Be Enthusiastic 
• Link Product to Customer’s Values 

Module Five: Leads

• Sift Leads 
• Time vs. Cost of Pursuing Leads 
• Let Go of Leads Going Nowhere 
• Focus on Positive Leads

Module Six: Authority

• Develop Expertise 
• Know Your Competition 
• Continue Education 
• Solve Customer Problems Using Authority 

Module Seven: Build Trust

• Testimonials 
• Be Transparent 
• Be Genuine 
• Take on Customers’ Point of View 

Module Eight: Relationships

• Listen Actively 
• Communicate Often 
• Rewards 
• Build New Relationships 

Module Nine: Communication

• Be Prepared, Not Scripted 
• Use Humor 
• Be Yourself 
• Thank and Reward 

Module Ten: Self-Motivation

• Value Your Work 
• Reward Achievements 
• Focus on Success 
• Do Not Procrastinate 

Module Eleven: Goals

• SMART Goals 
• Long-Term Goals 
• Short-Term Goals 
• Track and Modify 

Module Twelve: Wrapping Up

Module One - Getting Started

Module Two - Understanding Negotiation

• Types of negotiations
• The three phases
• Skills for successful negotiation

Module Three - Getting Prepared

• Establishing your WATNA and BATNA
• Identifying your WAP
• Identifying your ZOPA
• Personal preparation

Module Four - Laying the Groundwork

• Setting the time and place
• Establishing common ground
• Creating a negotiation framework
• The negotiation process

Module Five - Phase One - Exchanging Information

• Getting off on the right foot
• What to share
• What to keep to yourself

Module Six - Phase Two - Bargaining

• What to expect
• Techniques to try
• How to break an impasse

Module Seven - About Mutual Gain

• Three ways to see your options
• About mutual gain
• Creating a mutual gain solution
• What do I want?
• What do they want?
• What do we want?

Module Eight - Phase Three - Closing

• Reaching consensus
• Building an agreement
• Setting the terms of the agreement

Module Nine - Dealing with Difficult Issues

• Being prepared for environmental tactics
• Dealing with personal attacks
• Controlling your emotions
• Deciding when it's time to walk away

Module Ten - Negotiating Outside the Boardroom

• Adapting the process for smaller negotiations
• Negotiating via telephone
• Negotiating via email

Module Eleven - Negotiating on Behalf of Someone Else

• Choosing the negotiating team
• Covering all the bases
• Dealing with tough questions

Module Twelve - Wrapping Up

Module One: Getting Started

Module Two: Create a Motivational Environment

• Conduct Frequent Team Check-Ins
• Train Your Team
• Emulate Best Practices
• One Size Does Not Fit All!

Module Three:  Communicate to Motivate

• Regular Group Meetings
• Regular One on One Meetings
• Focus on Strengths and Development Areas
• Ask for Feedback

Module Four: Train Your Team

• Focus on Training and Development
• Peer Training
• Mentoring
• Keep the Focus Positive!

Module Five: Emulate Best Practices

• Look to Industry Leaders
• Solicit Team Member Suggestions
• Take a Field Trip!    
• Leverage Outside Expertise

Module Six: Provide Tools

• The Right Tools
• Ask Team Members What Tools They Need
• Provide High Quality Tools
• Allow for Training

Module Seven: Find Out What Motivates Employees

• One Size Does Not Fit All!
• Find Out What Motivates Individuals
• Discover What Motivates the Team
• Tailor Rewards to Employees

Module Eight: Tailor Rewards to the Employee

• Motivation is Personal!
• Choose 1-3 Motivators
• Employee’s Personal Goals
• Reward Achievements

Module Nine: Create Team Incentives

• Incentives Foster Teamwork
• Team Goals    
• Choose 1-3 Motivators
• Reward Achievements

Module Ten: Implement Incentives

• Regular Incentives
• Mark Milestones
• Encourage Friendly Competition
• Keep the Value Reasonable

Module Eleven: Recognize Achievements

• Recognition Motivates!
• Recognize Achievements Regularly
• Recognize Achievements Publically
• Document Achievements

Module Twelve: Wrapping Up