CUSTOMER SERVICE

Our training deals with all aspects of how to give superb customer care and is aimed at all of those staff that have any form of interface with customers but tend to feel that they are not actually salespeople. We teach them that, "everybody is a salesbody". Consider this, "it's 5-7 times easier to sell more to existing customers than find new ones". But that is as long as you retain them in the first place!

"More customers are lost through lack of care/service than through price or quality"
"62% of companies that changed their regular supplier did so because they felt they were being taken for granted".

SALES

Selling is by far the most important function for a business that anybody can undertake. Unless somebody sells the product or service there is no need for anything, or anybody, else in the business. In fact "nothing happens until somebody sells something".

The following are suitable for new and experienced salespeople.

Telesales: "The average cost of a sales visit in UK is over £50, how many virtual visits can be made on the telephone for that amount?". This training teaches people how to find new customers, build the necessary relationships with them to retain them and to increase the business with existing customers.

Selling: "people buy from people". Selling is not rocket science (even if you are selling rocket science), it is about following a process and building relationships with people. We train the process, self belief, self motivation & the will to win as well as sales techniques, territory management, planning etc.

Closing: "40% of salespeople don't ask for the order". After making a good presentation it's rude not to ask for the order. "Objections are a buying signal". Handling objections is easy once you know the key.

The order can take many forms and often is not about an order for goods or services but is about the next stage in the process. It is important to recognise what needs to be closed.

Quoting: Quoting to win is an art and very simple to do. We train a tried and tested quoting formula that has proven successful for many companies, in some cases improving their quotes to order ratio by over 50%. "customers will always chose on price if you don't give them anything else to chose from". Dare to be different.

The Psychology of Selling: "selling is a mind game", until the customer actually has your product or service in their possession they can only assess it in their mind. Sell anything to the desire of the sub-conscious and the body will pay for it.

Successful Visits: Appointments take a lot of effort to achieve, so maximise on their value by controlling the meeting. There are two golden rules that will enhance your professionalism. "Many salespeople go into a client visit without a clearly defined objective" and then they wonder why they feel less than satisfied.

Making Appointments: "You're not selling your buying", think about it! You are trying to buy something that is very precious to that person, something that we all wish we had more of. Time! When trying to make appointments the majority of people try and sell the product or service rather than buy time. We teach you how to pay for that valuable time.

Successful Sales Negotiations: "win win" that's what it's all about. "A customer that feel that they lost the negotiation will probably soon become a lost customer". Know your own strengths and weaknesses. It's not all about price there are many other factors involved. Discount is a dirty word.

Key Account Management: Relationship building and retention at its utmost importance. Understanding the fundamental change of mind set from selling that is needed. "Once you have won a key account that's when the real work starts". Get it right from day one.

MANAGEMENT

These programmes can be adjusted to suit people from supervisor to senior manager level.

Sales Management: "the performance of a sales team is a reflection of the management of the team". Learn the functions & skills of sales team management such as motivation, target setting, control, reporting, running sales meetings, team coaching and much more. Cross the bridge from being 'one of the crowd' to manager.

General Management: "know your people", many don't! Develop a greater understanding of just how different people can be, learn how to use different motivation techniques for the different personalities. "All humans have a natural propensity to want to achieve a goal", Your job is to set the right ones. Cross the bridge from being 'one of the crowd' to manager.

SPECIAL

This covers a number of subjects that often relate to the above but do not exclusively relate to sales activity.

Motivation (self & others)

Goal Setting (personal & business)

Developing Powerful Presentations

Effective Public Speaking

Managing Personal Stress

Managing Stress in Others

HEALTH & SAFETY

We are able to offer a wide range of H & S, Materials Handling & Safe Operation of Plant & Machinery training which covers over 100 various subjects such as:

It is not practical to reproduce a full list of all the related training courses and workshops here. If you do not see your subject of interest listed, just call us and we will discuss your needs and how we will resolve them.

CONSULTANCY

Management Consultancy has gained somewhat of a stigma over the years caused in many instances by highly educated/qualified (MBA) young people going into companies carrying out an analysis, writing a report, causing changes and then walking away leaving the management with all of the problems and disruption.

An analysis is a good thing, retaining a record of what was found in the form of a report is a good thing, changes are often a good thing, so what went wrong. OWNERSHIP went wrong! Often the consultant had ownership right up to the point of implementation but then they walked away.

Whatever projects we take on we work with you for as long as you want us, to ensure the satisfactory completion of whatever we have started.

Typical projects undertaken have included:

1. Acting in a facilitation roll to develop, define and implement 3 and 5 year strategic growth plans.
2. Following the above with individual and team goal setting exercises to achieve the plan. Ongoing nurture to ensure focus.
3. Analysis of business creation of report with a view to undertaking a franchising operation.
4. Development of operational manuals and pilot project to facilitate franchise procedure.
5. Exhibitions (design, development, setting up & managing).
6. Business development strategies.
7. Recruitment, training & development of new telesales teams.
8. Recruitment, training & development of new sales teams.
9. Sales team restructure.
10. Part time Sales Director running monthly sales meetings and analysing sales reports/stats.
11. Redevelopment of credit control process, recruitment and training of new credit control team.
12. Managing works relocation.

Some projects necessitate working medium to full time for a short period then on a periodic basis. Some projects necessitated regular visits such as one or two days per month. Some were just a few days.