This workshop has been designed to meet the final outcome of increased sales through empowerment of the individual to seeing the sales desk as a "franchise" or cost centre as such. It is intended to be used for all new recruits in the induction process in a modular fashion but also for all existing call centre agents as a self-empowerment workshop.
Entrepreneurial Attitudes and Value Alignments
Understanding Entrepreneurial attitudes Converting attitudes and values to competencies The mindset needed for success Uncovering the What's in it for ME - personal goals and motivations Recognising personal stumbling blocks Finding balance and motivation What it takes to be resilient Adapting to change - what holds us back, recognising our behaviours and moving on
Good Business Governance
The paperless office still has administrative work The value of doing the job once Organising your workspace Working from a structured diary, CRM package and/ or task manager
Understanding the Value Measurement brings
Working with finances: the desk and personal Understanding targets, profitability and turnover Understanding the GOALS that bring the targets Understanding the sales funnel from a personal and organisational perspective, where do we have bottlenecks and seepage? Using goals to funnel more sales WIGS: What are Wildly Important Goals and using the 4 disciplines of execution strategy
Knowing when it's You and when it's Not
Using the Time Matrix to manage your time wisely. Working on the important stuff Know when to address your own discipline and when to call in help Understanding the impact of third parties and building the relationships so as to use your sphere of influence
Being Goal Orientated
The difference between targets and goals How to find the goals that take you to your WIGS If it is broken FIX it If it's not, don't
Sales Orientation: No Client, No Business
The client is EVERYTHING The client may not be right, but he is your client - it's not your job to prove him wrong, it's your job to keep him What do clients want Uncovering the client's needs, recognising an emotional purchase Understanding features and benefits, selling the feeling Understanding clients and self through personality profiling Adapting your style of communication Making the human connection - two basic emotions Dealing with conflict and the difficult client Being assertive, recognising the boundaries Breaking through objections and resistance Knowing your regulations and building towards sustainability Asking for referrals
Prices include VAT @ 15% All our full day open hosted workshops commence at 08:30 and end at 16:30. For inhouse workshops we will travel for anything between one and 16 delegates. All course material, lunch and refreshments are provided.