BLENDED LEARNING SOLUTIONS
Intelligo Solutions

NEGOTIATION SKILLS Day One

  • What is negotiation?
  • When do we negotiate?
  • Consequence of failed negotiations
  • Barriers to negotiating
  • The groups experiences of negotiations
  • Myths surrounding negotiations
  • Black and White which one is right?
    • Experiential activity which test our current negotiation skills and ability to close the sale
  • Steps in the negotiation process
    • using the black and white experience we will then develop a negotiation process
    • Negotiation tactics

NEGOTIATION SKILLS - Day Two

  • Simulations
    • Group will be required to negotiate a situation that will be decided in day one

DIALOGUE SELLING USING EQ

  • Let the talks begin
    • Image
    • Strategy
    • Elements of selling
    • Identify potential customers
    • Dealing effectively with different customers
  • Generating selling opportunities
    • Preparing for the presentation
    • Customers’ needs
    • Questioning skills
    • Product positioning
  • Dealing with objections
    • Overcoming objections
    • Closing
  • Recording and evaluating
  • Follow up
  • Sales tools

DYNAMIC SKILLS FOR TELEPHONE SALES
Module One – 3.5 hours

  • Welcome
  • Creating successful behaviour through attitude
    • Tone
    • Pitch
    • Speed
    • Telephone skills
  • Understanding our selling behaviour and our clients buying behaviour – what makes them buy?
  • Evening Assignment - Understanding the competition

Module Two – 3.5 hours

  • Newspaper Sales
    • To provide an opportunity for sales consultants to practise ‘selling’. To identify areas for improvement in the sales technique employed
  • Sales call analysis This exercise is useful for training an existing telesales teams when your objective is to increase the amount of dialogue between the customer and sales persons and to increase the number of open questions used.
    • To analyse a typical sales call and identify areas for improvement.
    • To assess who does most of the talking in a typical sales call.
    • To consider the importance of open questions in sales calls.
  • Evening Assignment
    • Questions and selling points
    • To generate a list of open questions that can be used during participants’ sales calls/meetings.
    • To generate a list of unique selling points for the product or service that participants sell.
    • To group these according to where they would most naturally be used in the sales process.

Module Three – 3.5 hours

  • Overcoming sales blocks
    • To identify why potential customers don’t like receiving sales calls.
    • To consider the skills that sales consultants will need to use to get their message heard by potential buyers
  • Overcoming objections
    • To identify common objections that participants face when trying to sell a product or service.
    • To identify ways of challenging objections in a constructive way using open questions and persuasive statements

Module Four – 3.5 hours

  • Pitfalls and trampolines
    • To examine common problems/conundrums associated with telesales and discuss ways of overcoming these.
    • To highlight and share best practices and tips for making telesales calls successful.
  • 30 second pitch
    • To give participants an opportunity to develop an effective 30-second sales pitch.
    • To test the pitch for effectiveness.
  • Closing
  • Handling fear and rejection

HELPDESK PROFESSIONAL
Day One
21 Century Service Quality Excellence
Thorough knowledge and understanding of:

  • Who your customers are
  • How they interact with your business
  • How they wish to interact in the future
  • What services should you develop or improve
  • Delivering service excellent
This will be done through:
  • SWOT Analyse of current service
  • Understanding the needs of our customers to day
  • 10 things customers expect from a provider of service
  • Determinants of customer behaviours
  • Identify and analyse the gaps between expectations and delivery of service
  • Customer surveys - creating measurables

Day Two

  • World class standards
    • Sound the part
    • Act the part
  • Effective Communication
    • Listening skills
    • Techniques to assist in dealing with difficult people
  • Standard telephone etiquette
    • Positive scripting
    • The use of negative phrases is no longer in practice ( “not in”, “unfortunately”, “unavailable”)
    • Telling the client what we can do for them “I will”, “let me”, “he/she will"
  • Questioning techniques
    • Assertiveness skills
    • Implementation Plan

SERVICE QUALITY EXCELLENCE

  • Service paradigm shift
  • Internal and external customers
  • Customers as a source of revenue
    • Impact of losing customers
  • Customer expectations
  • Modern Telephone Etiquette
  • Building relationships with customers
    • Listening skills
    • Questioning techniques
    • Empathy
  • Dealing with complaints
  • Dealing with difficult people
  • Using assertiveness to improve relations between internal and external customers

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