Mini Sales Development Programme

Sales Training Module 1

Understanding yourself, your colleagues and your clients

• DISC personality Profile to help you and your team
• D is for Dominance
• I is for Influence
• S is for Steadiness
• C is for Conscientiousness

Characteristics of superior sales representatives

• Do not take NO personally
• Empathy
• Patience
• The ability to stay positive
• Interpersonal flexibility
• Intrinsic Motivation
• Learning Orientation
• Willpower

Tips on attaining the characteristics of superior sales representative

Understanding buying behaviour

Sales Training Module 2

Interpersonal Communication Skills

    •    What Is Communication and What Is Effective Communication
    •    The Communication Process
    •    Types of Communication
    •    Non-Verbal Behaviours for Effective Communication
    •    Barriers to Effective Communication
    •    Active Listening
    •    Keys to Effective Listening
    •    Step for Active Listening and Understanding
    •    Feedback
    •    How to Have a Difficult Conversation

Coping With Confrontation

    •    How to Cope With Confrontation
    •    Managing Anger in Yourself and Others
    •    Principles to Apply
    •    How to Calm Down Angry People
    •    Anger Management Tips: 10 Ways to Tame Your Temper

Sales Training Module 3

Emotional Intelligence

    •    What Is Emotional Intelligence
    •    Origins of the Concept
    •    The Five Domains of EQ
    •    The Ability-Based Model
    •    Characteristics of Emotional Intelligence
    •    How to Improve Your Emotional Intelligence

Emotional Intelligence, Self-Awareness and Self-Management

    •    EQ and the Characteristics of a High vs. Low EQ
    •    What to Do with your Emotions
    •    Johari Window for Increased EQ

Emotional Intelligence and Inter-Personal Relationships

    •    Comparison of Sympathy with Empathy
    •    Practical Empathetic Communication
    •    The Seven Habits of Highly Effective People®

Sales Training Module 4

Customer Service

The Importance of Customer Service

    •    What is Excellent Customer Service?
    •    Customer Service Principles to Deliver Excellent Customer Service
    •    Most Important Elements of Service Delivery According to Customers
    •    Common Principles in Delivering Exceptional Customer Service
    •    Do’s of Customer Service
    •    Customer Service Staff Key Competencies
    •    How to Resolve and Track Complaints
    •    Moments of Truth – A Customer Care Process

Internal Customer Care

    •    Internal Customer Service: Getting Your Organization to Work Together
    •    Benefits of Exceptional Internal Customer Service
    •    How to Create Great Teamwork and Avoid Silo’s
    •    10 Ingredients for a Highly Effective Team

What Are the New Trends in Customer Service

    •    New Trends in Customer Care
    •    The 4 C’s of Customer Care
    •    The Rater Principle
    •    Service Standards
    •    Positive Customer Relationships – 10 Customer Care Tips

Modern Telephone Management Skills

    •    Telephone Etiquette and Powerful Telephone Tips
    •    Answering Calls
    •    Making Calls
    •    DO’s of Good Telephone Etiquette
    •    DONT’s of Good Telephone Etiquette
    •    Zero Tolerance Examples

Sales Training Module 5

Prospecting and Appointment Setting

• Tips for effective networking
• Effective Prospecting
• Turn Cold Prospects into New Clients
• Understand how to cold call
• Creating Interest
• Use Email as an appointment tool
• Navigate past gatekeepers
• Tap your Network to get more leads

Creating Perfect Sales Presentations

• Becoming a better presenter
• Understanding your Audience
• Preparing your Content
• Delivering Confidently
• Create a great first impression
• Your speaking voice
• Reinforcing your message with Visual Aids
• Controlling the Environment
• Checklist

Features, Advantages and Benefits

Overcoming Objections

Negotiating for Results

• Purpose & Types of Negotiation
• Decoding non-verbal communication during Negotiations
• Behaviour
• Mistakes to Avoid
• Negotiate with the 4 personality types

Closing the Sale

Building Your Personal Brand & Action Plan