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21st Century Training Skills

Course Aim

This powerful course begins to explore how the brain learns enabling you to dramatically increase learning. Drawing on case studies from successful organisations it demonstrates accelerated learning techniques, the use of NLP methods to enhance learning and many other 21st century methodologies within the training industry to bring life to your own training sessions and get results that last. Aimed at trainers, training managers and presenters who want to gain new skills, self confidence and key knowledge in this field, this practical course will bring new rewards and enjoyment to your role.

Course Objectives

By the end of this course the delegates will be able to:

  • Explain accelerated learning and why it works
  • Detail what current brain research says about effective training and learning
  • Apply practical strategies to raise the achievement levels of learners in your organisation
  • List powerful tools and techniques to increase learning
  • Describe case studies from successful organisations using these techniques
  • Explain how to focus on 'how to learn' rather than just throwing knowledge at learners
  • List methods of how to get learners totally involve
  • Speed up and enhance learning
  • Highlight what is new in the training world

Course Content

Course content includes:

How Learners Learn

  • Brain research
  • Left brain v Right brain
  • Brain friendly learning
  • Memory and recall
  • Discover your own learning styles
  • Putting learning styles to practical use
  • Motivational insights
  • Over coming barriers to learning
  • Case studies

What's New in Training in the 21st Century?

  • The principles of accelerated learning
  • Moving from traditional approaches to a 21st century framework
  • The principles of NLP
  • Training techniques from around the world
  • Creating a learning based organisation

Designing brain friendly training

  • The effects of room layout
  • Using images, games, stories, music, toys and memory devices to improve learning
  • 10 Ice breakers, energisers to liven up your training
  • Why should traditional design methods be discarded
  • Tools and tips for 21st century training design
  • How to liven up and enhance technology based training

Presentation techniques

  • Less talk and chalk, more challenge & support
  • Use of slides
  • Communication techniques that work
  • Dealing with questions from the floor
  • Practical case studies

Pulling it all together!

  • Practical sessions & feedback
  • Creating a plan of action to take back

 

Accelerated Learning

Background

Accelerated Learning was developed in the 1950s but is now widely used in mainstream education in the USA, Canada and Australia. People not only have a dominant learning style (Visual, auditory, or Kinaesthetic), but will process information either in a factual, logical or digital manner (left -brained) or a spatial manner centred on representations, images and concepts (right-brained). A consequence of this is that traditional fact-based learning is associated with very low retention rates. (as much as 80% of 'learned information ' can be lost within a fortnight). Accelerated learning overcomes this by presenting material in all three learning styles in such a way to appeal to both sides of the brain.

Course Aim

Trainers can dramatically improve their effectiveness by presenting courses in an Accelerated Learning format. This course serves as a detailed introduction to Accelerated Learning and provides a structure which trainers can use to deliver their own in-house programmes in an Accelerated Learning format.

This course will present:

  • The nine-step accelerated learning process
  • The 7 intelligences which determine our learning style
  • Characteristics of right and left brain concepts
  • Dominant learning styles (Visual, Auditory and Kinaesthetic)

Course Objectives

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

  • Understand the principles of accelerated learning
  • Develop their own courses using the accelerated learning format
  • Understand the differences between left and right-brained learners
  • Understand the dominant learning styles and how to recognize them

Course Content

Course content includes:

Accelerated learning the 9 steps

  • Step 1 - Advance communication, Advanced communication exercise
  • Step 2 - The environment, The 3 dominant learning styles, Dominant learning styles exercise, The 7 intelligences, Seven intelligences exercise, Alpha state review, The learning journal, Review and rewards exercise
  • Step 3 - Connection
  • Step 4 - The big picture
  • Step 5 - The team game, Team game exercise
  • Step 6 - The lesson, Memory and associative behaviour, Associative behaviour exercise
  • Step 7 - Show you know, Alpha state review
  • Step 8 - The review concert, Presentation techniques, Presentations preparations
  • Step 9 - The close, Alpha state review, Team presentations exercise, Rewards and acknowledgements, Feedback, Action planning

 

Administration and Office Management Training

Making sure your office runs smoothly is often the job of your administration staff, so with this in mind Sales Training International can offer you an administration course to suit your requirements. We have pulled together a number of subjects which outline the type of areas your admin staff may need training up on below.

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Advanced Office Manager

Course Aim

Senior Support personnel are essential members of the management team and require high-level skills of both self-management and team management to ensure the achievement of organisational objectives. In stature, they often make decisions and carry the responsibilities of their high-level managers, when they are not available. Therefore, a high degree of professionalism must be displayed at all times within this role.

This seminar highlights the importance of this role within any company and increases the management skills to the highest level to ensure the success of their manager and of the business as a whole.

Delegates will be equipped with detailed set of instruments enabling them to prepare for and handle their duties successfully, confidently and professionally.

Course Objectives

By the end of this course the delegates will be able to:

  • List the qualities and skills requires for the role
  • Explain the key actions to effective delegation
  • Describe how to get the best from a team
  • Display high quality interpersonal skills
  • List the key actions to plan and manage all activities
  • Identify and control time wasters
  • Describe how to use the main tools used by an Executive Secretary effectively and develop more efficient systems
  • Explain how to solve problems and think creatively
  • Develop personal techniques for managing stress and handling difficult situations

Course Content

Course content includes:

THE ROLE OF THE EXECUTIVE SECRETARY/PERSONAL ASSISTANT

  • Identifying roles and responsibilities
  • Qualities of the Executive Secretary/PA
  • Skills, knowledge and attitude
  • Professional behavior
  • The structure of the management team
  • Thinking 'Outside the Box' and taking the initiative

INRODUCING EMOTIONAL INTELLEGENCE

  • Define emotional intelligence
  • Discuss the importance of the five components of emotional intelligence
  • Emotional intelligence and team working
  • How emotionally intelligent are you?

EFFECTIVE INTERPERSONAL SKILLS AND CUSTOMER SERVICE

  • Questioning and listening skills
  • Body language
  • Communicating with the managers
  • Team communications
  • Communicating with customers
  • Handling complaints and difficult customers

EFFECTIVE TIME PLANNING

  • Identifying and controlling time wasters
  • Setting goals and priorities
  • Managing interruptions
  • Planning and managing meetings
  • Time trap video
  • Personal drivers and how they influence time management
  • Learn and practice the basics of project planning
  • Pareto principal
  • Demonstrate synergistic decision-making
  • Delegation

THE EXECUTIVE SECTRETARY'S TOOLKIT

  • Note taking
  • Letters, faxes, memos and emails
  • Filing systems - improving effectiveness
  • Managing paperwork
  • Managing diaries - appointments and meetings

ASSERTIVENESS

  • The role of ssertiveness
  • Explain the differences among assertive, aggressive and non-assertive communication
  • Avoid being manipulated by others
  • Turn all criticism into a gift by reducing defensiveness
  • Understand the key components of self-confidence
  • Increasing your confidence both vocally and physically using assertion
  • List specific actions you can take in each area to establish and maintain your self-confidence

PROFESSIONALISM UNDER FIRE - PUTTING IT INTO PRACTICE

  • Creative thinking and problem solving
  • Self motivation techniques
  • Stress management techniques
  • Confidence building
  • Action plan for self development

 

Advanced Selling Skills Training

Course Aim

To enable delegates to build upon their existing skills by making them more aware of customer buying preferences and understanding what is happening in the customer's world. Once a delegate can understand the customer fully, they will be able to widen their opportunities and experience increased sales.

The programme is suitable for salespeople and managers who are responsible for major accounts, or who would benefit from further skill development.

Course Objectives

By the end of this course the delegates will be able to:

  • Explain the different buying preferences of customers
  • List effective questions that can be used to develop an understanding of the customers motivational drivers and aspirations
  • Demonstrate how to build rapport quickly, with a wide variety of customers
  • Describe how to match product solutions to customers individual needs and buying preferences
  • Demonstrate how to avoid and overcome customer objections and gain commitment to the sale

Course Content

Course content includes:

  • Building rapport
  • Advanced questioning techniques
  • An introduction to NLP in relation to selling techniques
  • Pareto principle
  • SWOT analysis
  • Potential needs of customers organisation
  • Customer motivations
  • Matching solutions to needs
  • When to present the product and what to present
  • Objection handling
  • Closing the sale

 

Aligning Marketing and Sales

This course will help you to drive an alignment of marketing and sales team objectives towards a common and shared goal. By working more effectively together, the synergy of marketing and sales will create cost efficiencies in your business at the same time as ensuring customers and partners receive consistent and timely messages throughall forms of communication. This course is designed for sales managers, marketing managers and business directors seeking to align their marketing and sales teams for optimum output.

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Assertiveness Skills Training Course

To enable delegates to deal with internal and external customers in a professional, confident and assertive manner, by avoiding conflict, manipulation and defensiveness. These skills can be used effectively both in the workplace and personnel life.

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Balanced Scorecard

Introduction

"We can't see the wood for the trees!" How often have you found yourself faced with trying to manage and direct your business by poring through pages and pages of fine detail financial figures? Of course the finances are vital, but top teams who really succeed recognise that they need to look at their business performance from other "perspectives" as well. They need to drive their business from their original strategic vision towards reality by watching the "dashboard" rather than staring at the thousands of moving parts inside their corporate "engine".

The Balanced Scorecard course offers delegates a proven approach to managing the business for success through focused measurement and control.

Course Aim

By the end of the seminar you will have acquired a "Balanced Scorecard Toolkit" to help you change the way you measure and manage performance in your business.

Course Objectives

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

  • Communicate strategy throughout their organisation
  • Identify financial, business process, customer satisfaction, and internal development measure that will support their strategy
  • Track their performance against strategic and operational goals
  • Identify improvements that will impact on corporate success

Course Content

Course content includes:

The Balanced Scorecard: What Is It and Why Use It?

This session focuses on how corporate strategy must set the agenda for performance management, and considers both traditional measurement and Scorecard type measurement systems. Topics covered include:

  • Balancing the corporate strategy (e.g. the McKinsey 7 S model)
  • Traditional performance measurement techniques
  • The concept of the Balanced Scorecard - 4 Perspectives
  • Examples of organisations that use a Balanced Scorecard

Strategy and Scorecards

The Balanced Scorecard offers top teams the potential to clearly link business performance back to business strategy. Delegates will apply the concepts covered to their own business strategies. Topics discussed will include:

  • Vision, mission goals and objectives
  • Critical success factors
  • Linking the Balanced Scorecard to objectives and CSFs
  • Strategy focused organisations and the Balanced Scorecard

Scorecard Perspectives in Depth

The essence of the Balanced Scorecards is its principle of 4 "Perspectives". This session will explore each perspective in depth, with delegates drawing up perspectives for their own businesses. Topics worked on will include:

  • Financial perspective: "How do our stakeholders view us?"
  • Customer perspective: "How are we seen in the marketplace?"
  • Internal business process perspective: "Where must we excel?"
  • Learning and growth perspective: "How can we improve and evolve?"

Building YOUR Balanced Scorecard

Having understood what a Balanced Scorecard is and how it operates, it is now important to consider how to implement the system. The topics discussed in this session will include:

  • Key steps in implementing a Balanced Scorecard
  • Roles and responsibilities in order to achieve change
  • Identifying what really needs to be measured
  • Linking into to the rest of the organisation

Managing YOUR Business Using the Balanced Scorecard

Once the Balanced Scorecard is in place then as top executives it will be your responsibility to use it to guide your organisation wisely. The topics we will discuss in this final session will include:

  • Leading and managinBalanced Scorecard is one of the Business Skills training courses offered by Sales Training International.  Call 0845 8901701 for more information.
  • ess throughout the organisation

 

Beyond Customer Service

Course Aim & Introduction

A primary purpose of any business is to create and keep customers! Customer acquisition and retention evolve far beyond customer service - in fact, customer "service" has reached commodity status. You can get "service" just about anywhere you go. So how do you stand out from the crowd?

To be truly unbeatable in the customer service arena, the best companies today compete - and win - based on the rich, memorable experience they consistently provide their customers. When was the last time you considered the value of your customers' experience when working with you or your company? How do they really feel when they leave your office? Alive and invigorated, or dull and de-motivated?

This seminar takes customer service to a higher level by emphasising practical, real-world strategies for staging a reliably unbeatable experience - one that will have your customers consistently talking favourably about your organisation. The instructor will share provocative insights about how to design and execute a compelling customer experience that will create distance between you and your competition.

Course Objectives

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

  • Explain the distinction between service and experience as a strategy and why both are important
  • Detail why "service" has become a commodity and why that's bad for business
  • Assess the current value of your organisation's "customer experience", plus a survey instrument that can be used to administer to key customers and clients
  • Finding your role in the experience economy
  • Script and stage your company's customer experience
  • Assess your organisation's readiness to deliver both service and experience
  • Learn how to create an experience-driven culture
  • Become knowledgeable on companies who excel at customer experience

Course Content

Course content includes:

Setting the Stage

  • The evolution of customer service and why it's not enough in the "experience" economy
  • The role of service in building and strengthening the customer relationship
  • The role of the experience as an extension of service

Customer Acquisition and Retention

  • The psychology of the customer: understanding needs and expectations
  • The four customer personality types
  • Creating a customer-first culture within your organisation

Combining Outstanding Service with an Extraordinary Experience

  • Gaining clarity around organisational values and guiding principles
  • Articulating your organisation's customer service/experience vision and mission
  • Building, protecting and maintaining lasting customer relationships
  • Learning from the World's Best
  • The five things customer-first companies always do
  • Case studies featuring leaders who deliver extraordinary customer experiences
  • Measuring customer experience performance

Strengthening your Service Competencies and Standards - Becoming Distinctive!

  • Delegates will create an action plan for executing a customer experience program inside their companies
  • Job tools are included

Business Excellence Training Course

This programme examines those key skills that need to be in place, and gives you the tools that you will need to examine whether the skills are in place in your company to begin to meet the nine criteria that will place you in the 'World Class' arena, the 'Best in Class' arena, or the simply aspirational arena.

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