Sales and Marketing Training

Successful Sales Skills

Effective Telesales Skills

Face to Face Selling Skills

Advanced Consultative Selling and Account Management

Introduction to Marketing

Preparing and Implementing a Marketing Plan

Improving Customer Service

Telephone and Reception Skills

Based on competent and professional sales skills, delegates are taught how to sell without resorting to high-pressure techniques. The sales process from, from prospecting to after sales service, is explained and delegates are taught the importance of developing a sales plan and how to marry your benefits to your customers needs.

Course Outline:

• What is selling- an introduction.
• Target Setting.
• Planning- understanding the importance of the 5 Ps.
• Research and objective setting.
• Making appointments effectively.
• The seven stages of the sales process.
• Understanding buyer’s behaviour.
• Developing a range of closing techniques.
• Attitude coaching – the key to success.
• Putting it all into practice.

Delegates will learn to:

• Understand why people buy and why they don’t.
• Develop the essential skills and techniques used by successful salespeople.
• Make appointments confidently and with greater ease.
• Gain initial credibility with the customer to help build trust and rapport.
• Use effective questioning and listening techniques to forge firm relationships and influence your customer.
• Define the features of your product and accurately match the benefits to your customers needs.
• Acquire the skills of active listening, identify real objections and handle them professionally and successfully.
• Recognise how and when to secure a sale using a variety of techniques.
• Maintain the motivation and stamina necessary to keep winning business.

Who Should Attend?: New, prospective and existing salespeople with little or no formal training who need the best possible understanding of the sales process. On return to the workplace delegates will be able to sell with confidence, enthusiasm and determination.

This dynamic and popular course enables delegates to develop their telephone selling skills and self-confidence in order to increase call to order ratios, overcome “brush offs” and convert leads in to sales. Delegates will learn to build and develop a confident telephone manner to break through the barriers that block the path to an appointment or sale. Furthermore they will be able to promote their company and product using the tone and language that inspires customers. Also, ways to avoid rejection and build a relationship with the customer throughout the call will be examined. Finally, effective questioning and listening techniques to match the benefits of products/ services to the customer’s needs and to overcome objections will be suggested.

Course Outline:

• Different ways of communication.
• An introduction to selling on the phone.
• Structuring a sales call.
• Preparation, organisation and planning.
• Converting incoming calls into sales.
• Outgoing calls – developing a working list.
• Voice projection.
• The confidence to 'Cold Call'
• Effective questioning techniques.
• Active Listening.
• Handling and overcoming objections.
• Closing the sale.

Who should attend?: Anyone responsible for making outbound, or handling inbound, telesales calls with customers and prospects, including appointment making and dealing with general sales enquiries.

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Based on competent and professional sales skills, delegates are taught how to sell in a face-to-face situation.

The importance of developing a sales plan and how to marry your benefits to your customers needs will be explained. Delegates will understand why people buy and why they don’t whilst developing the essential skills and techniques used by successful sales people. Moreover, we will analyse the importance of gaining initial credibility with the customer to help build trust and rapport by the use of effective questioning and listening techniques. Finally, delegates will learn how to best define the features of their products and match the benefits to their customers’ needs.

Course Outline:

Part 1: Preparing the Way

• What is selling?
• The psychology of the sale
• What makes the client say yes?
• Getting through to the decision maker
• Preparation and planning
• Talk about techniques that will help you to conduct a successful business
• Role-play & scenarios
• The importance of asking open questions
• Using your communication & interpersonal skills
• Listen to what the customer is actually saying
• Avoid making dangerous assumptions
• Selling versus negotiation - what is the difference?

Part 2: Doing the Deal

• Overcoming customer objections
• Analysing strengths & weaknesses - our side and theirs
• Win-win negotiations
• A five step, proven process to successful negotiation
• Providing ‘benefits’ to the customer
• Setting achievable objectives
• Closing the deal

Who Should Attend?: New, prospective and existing salespeople with little or no formal training who need the best possible understanding of selling face-to-face . After completing the course, delegates will be able to sell with confidence, enthusiasm and determination.

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The course has been designed for sales professionals wishing to develop their skills in building client relationships. The importance of fully understanding the client's requirements and then providing intelligent tailored solutions is central to the course’s theme. Researching and understanding problems and then turning them into needs is examined. It is through concentration on the client, rather then the product pitch that will ensure the success of the sales person and the course considers practical methods of drawing the customer's precise requirement and forming long term partnering relationships.

Course Outline:

• Research techniques and prospecting methods
• Understanding communication in the sales process
• Push vs. Pull styles of selling
• Telephone selling
• The face-to-face meeting
• The Seven Stage Structure to successful selling.
• Overcoming objections.
• Gaining commitment.
• The importance of service and taking responsibility for delivery of promises.
• How to set targets for individual accounts.

Who Should Attend?: Sales people working in a service consultancy environment that need to use more effective selling methods.

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If you think marketing is a departmental function, then this course is for you! While the programme covers the fundamentals of marketing it takes a broad view on the developing role of marketing it takes a broad view on the developing role of marketing in business and explores how all managers can contribute to the total strategy. It is a useful guide to those who want to get the best out of their marketing. The course is delivered by an Associate Member of the Chartered Institute of Marketing.

Course Outline:

• Definition of Marketing
• Marketing – the principles: identifying, anticipating, and meeting customer needs profitably
• Marketing for Products Vs Marketing for Services
• Marketing Research
• Marketing planning and strategy: what factors to consider and their relative importance.
• The marketing planning process
• The promotional mix: from Direct Marketing to PR

Who should attend?: People relatively new to marketing, who may be new recruits from outside the company or internally – perhaps from another area. However it will also be of real benefit to those working in other departments to help them to understand what marketing is all about and allow them to contribute more to the success of their business.

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This course offers a practical approach to preparing and implementing a marketing action plan for any trading division within a larger organisation or a business in its own right. We will review the principles of marketing before moving on to how to prepare a practical marketing action plan that can then be implemented. Delegates will also learn how to integrate the action plan within the existing organisation’s structure and resources.

Course Outline:

• What is marketing and how does it influence sales?
• Marketing Research
• What business are we in? Where do we want to be in x years time?
• Structure of a Marketing Plan
• Understanding the marketing mix
• Contingency Plans
• Case study exercises

Who Should Attend?: This course is for anyone involved in, or responsible for, business development within an organisation.

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Arguably the most important area of a business today. In this highly competitive environment, more and more organisations are realising that superior customer service can set them apart from their competitors. This seminar is intended for anyone in the organisation who deals with internal or external customers either face to face or on the telephone.

The seminar will enable delegates to:

• Understand why customer service is important to the development of the business
• Identify all personal and organisational requirements needed to succeed with a 'Customer Service' performance of your organisation
• Handle colleagues and customers more effectively
• Present a more professional image
• Create customer loyalty

Course Outline

• The importance of customer service
• The difference between external and internal customers
• Meeting customer expectations and generating 'Customer Delight'
• Importance of empathy and developing a rapport with all customers
• Projecting the right image on the telephone
• Personal customer service skills
• The definition of a customer
• The cost of loosing a customer
• Identifying customer needs
• Dealing with customers effectively
• How to attract and retain new customers
• Turning customer complaints into positive outcomes
• How to constantly improve the quality of customer service within the organisation

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This comprehensive one-day course will help delegates to develop the skills and attitudes they need in order to deliver quality service in the front line.

Course outline:

• Communication skills
• Advantages and disadvantages of telephone communication
• Telephone techniques
• Active and reflective listening
• Barriers to listening
• Asking the right questions
• Dealing with difficult situations
• Handling complaints

Who should attend?:  Telephone receptionists, call-centre advisors and all front office staff that receive inbound calls.

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