Training Centre

This module will help you to –

• Add value to routine calls
• Convert disappointed customers
• Identify "nice touches"

This module will help you to –

• Use a variety of question types
• Add more structure to your questions
• Listen properly
• Summarise customer issues and avoid call backs

This module will help you to –

• Respond appropriately to customer emotions
• Manage your own emotional state
• Keep your levels of motivation where they need to be

This module will help you to –

• Calm the customer down
• Show you understand themConvert disappointed customers
• Present a solution

This module will help you to –

• Use a couple of closing techniques
• Make recommendations with confidence
• Use benefits to encourage a customer to buy

This module will help you to –

• Use a range of questions to uncover customer needs
• Structure your questioning
• Use Summarising as a way of keeping track

This module will help you to –

• Clarify customer concerns
• Deal with them and build the trust
• Make sure the customer is happy to buy

This module will help you to –

• Build rapport with the customer
• Identify their behaviours and adjust yours accordingly

This module will help you to –

• Demonstrate confidence in 2 coaching structures
• Identify steps to create a coaching culture
• Create a range of useful coaching questions

This module will help you to –

• Use a range of influence techniques to achieve objectives.
• Explain the difference between impact and influence
• Confidently influence at all levels

This module will help you to –

• Set meaningful objectives
• Give effective feedback
• Build successful plans to improve performance

This module will help you to –

• Identify how people are motivated
• What can demotivate
• Create motivation plans