it@cork Skillnet - Professional Selling Skills -it@cork E-News - it@cork, European Tech Cluster January E-News

Strong selling skills and good service mean good business. This one day sales training programme will equip you with the skills, knowledge and attitudes required to build strong business relationships with clients, increase sales and develop high personal standards of after care service and customer care.

Delegates will learn a set of powerful skills and attitudes that will give them the tools to plan effectively, communicate clearly and close their sales successfully. Critically, the course will also explore self-motivation and winning attitudes that can help them handle their own and customers’ negativity, and how to manage customers’ indifference and complaints with confidence. The course will also examine how to meet and exceed customer expectations turning customers into advocates of the business.

Remember, it’s the people with powerful selling skills who really make the difference - they drive up revenues, hit those targets and helps the business to develop an enviable reputation for first class service, customer satisfaction and added value.

Programme Objectives

Learning Objectives:
At the end of the course delegates will:
• Recognise/develop skills, behaviours/attitudes which define great sales people
• Develop an understanding of the customers’ mind-set, needs and wants
• Understand the key to planning and excellent communication/presentation skills
• Recognise the value of excellent product knowledge and proactive service
• Examine the techniques of effective questioning, listening and handling objections and negativity
• Learn the real value of a customer

Target Audience

Target audience includes anyone who is new to sales or who wants to improve their selling skills, motivation levels and communication skills.

Programme Content

4 Modules

1. Preparation – the Key to Success.

This module introduces the programme by recognizing the critical role of sales in the business and explores the difference between ‘mediocre’ and ‘excellent’. In sales there is no room for mediocrity – excellence and professionalism are key. This module also explores the barriers (personal) and benefits (personal) to achieving excellence and how preparation is key to success.

2. Successful Sales Presentation

This module concentrates on the practicalities of customer interaction and how good communication is critical in maximizing sales results and delivering consistently excellent service. The future of sales belongs to the askers and this module explores in detail the four stages in the sale, handling objections and the ability to close the sale and open the business relationship.

3. Maintaining Customers

Customers are for life – there are customers whom you will lose over time because they’ve moved, died, changed their needs or closed their business. But most customers should be seen as customers for life. Customers will not leave if the buying experience is enjoyable, reliable, good value for money. Unfortunately 65% of customers leave you because of indifference or poor service! This module looks at how to manage customers so they are very satisfied and includes how to deal with complaints and effectively handle difficult encounters. Successfully managed, they can be real opportunities to retrieve a customer and put some very special personal and communication skills to work.

4. Building Loyalty

Loyalty is key: we must ensure that our customers come back again and become advocates. How do we achieve that loyalty that will see the business through tough times. This module explores practical ways we can impress customers by providing service that builds rapport and develops loyalty and trust...essential building blocks for establishing strong business relationships

Personal Action Plan – all delegates complete a personal action plan at the end of the course identifying what changes in behaviour and attitude they need to commit to in order to improve outcomes

Courses are practical with lots of interaction, group work, presentation role plays.

Follow Up Review – Optional Extra

In order to further motivate personnel to retain what they have learnt and permanently adopt some new skills and habits, A Training Review can be scheduled for 6 weeks after the training day. This Review – 2 - 3 hours in duration - would address areas of weakness, determine areas of strength and reinforce this behaviour, and discuss how goals and targets can be realized over the next quarter/year.

The review would be upbeat, positive and interactive and would provide an opportunity for delegates to come together again to discuss progress, assess targets and techniques employed in the intervening six weeks and receive feedback. The follow up review will be an enormous benefit to those who are serious about increasing their skills base and who understand that the most powerful business skill they can learn is the ability to learn to adapt their attitudes and behaviours to improve their performance and ultimately keep their customers satisfied.

The Review would cover:
• Positive achievements and learning experiences
• Areas needing further work, discuss issues and identify solutions
• Goals – e.g. customer service markers/ how to achieve/over achieve targets over following three months/year

Trainer Profile Qualification & Relevant Experience

1. Profile – Eleanor O'Kelly Lynch

A graduate of University College Cork, Eleanor is a highly experienced training consultant specialising in sales and customer service training as well as personal development and motivation. She has over 15 years corporate experience in sales, training and sales management.

After a very successful teaching career in CIT and sales career in Cork’s 96fm, Eleanor moved from the radio industry into senior management at Concept Marketing with responsibility for all aspects of media advertising and marketing.
Eleanor's training is about excellence and professionalism – they are key to every learning outcome. The training is highly interactive and geared towards producing results, encouraging motivation and creating a positive outcome for both the individual and the organisation

Eleanor was Chairperson of the Sales Institute of Ireland, Munster Region from 2009 – 2011 and current PRO and as such, very familiar with best practice in sales and business training and trends

2. Experience

Delivery of training in customer service/sales/ stress management/ team building/communication/supervisory management to:
• PINC & Genesis Programmes at Rubicon
• Enterprise Ireland
• Department of Environment, Heritage & Local Government
• Department of Transport
• Road Safety Authority
• XL Veterinary Group IRL
• Macroom e Greenshoots Programme
• SECAD
• Cork/Kerry/Waterford/Nth Tipperary County Councils
• Learning Waves Skillnet
• ISS Hygiene Services
• Cork Airport
• Modern Homes Exhibitions
• University College Cork

See 19 testimonials/recommendations on LinkedIn profile

Qualifications:

• B.A. H.D.E from UCC
• Certificate in Training & Development IITD

Please contact Annette Coburn by email: skillnet@itcork.ie or by phone: 086 084 8704 to discuss or to book a place.

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