Structure of Programme
The programme is delivered as one module with the following topics:
1: Introduction and Initial Impact
Range:
· Learners will explore aspects of professional interaction from a client’s perspective (both face-to-face and over the phone)
· Discuss and establish behaviours that impact on client’s levels of trust
· Instilling the ‘it all starts with YOU’ mentality
· Identify ways of how body language or tone of voice can be used in order to get on the client’s wavelength
· Establishing the standards for impacting personal presentation (Retail)
· Using the company’s brand positioning to enhance customer confidence
· Ability to build confidence and identify sales opportunities from ALL potential clients, rather than the ones Learners feel confident with
Topics Covered:
· Interpersonal skills (including attitudes and behaviours)
· Body language: Tone of Voice and face to face
· Image and its impact
· Barriers to effectively passing on a message to our client
2: Maximising Your Effectiveness
Range:
· Learners will explore how to position themselves as experts in the different aspects within their field
· Explore the company’s and the competition’s products and services, the market, and future trends.
· Learners will also discover how to communicate what is on offer and how to match the customers’ needs.
Topics Covered:
· Positioning yourself as the Expert rather than the salesperson
· Knowing the Services on Offer
· Gaining confidence
3: Probing the Needs and Wants
Range:
· Learners will explore this critical step in the process of securing a sale
· Securing a sale: confidence in finding out in the shortest possible time the buyer’s needs, wants and expectations.
· Exploring mistakes in Sales – what hinders salespeople from taking the right steps to close deals
· Understanding consumer behaviour through effective listening and observation techniques
· Establishing standards for effective communication
Topics Covered:
Looking into the process of:
· Asking the right questions
· Active Listening: listening attentively to customers’ needs in order to be able to propose and sell the right products to suit such needs
· Allowing the customer to ask questions
4: Recommending the Best Options
Range:
· Establishing ways of understanding and interpreting customers’ needs and the consequences of jumping into conclusion
· Learning to keep conversations relevant where buyers and sellers do not get off on a tangent
· Understanding the importance of Job Knowledge: Customer, Product/Service
· Ability to sell the benefits of the company’s products – identifying which products to sell and at what time
· Engaging in a commitment where Learners deliver what is promised
Topics Covered:
· Developing benefits and recommendations
· Knowing the services on offer
· Four proven ways to make a positive recommendation
· Recommending best options
5: Enticing the Client to Buy
Range:
· Ways of enticing the client to buy
· Highlighting benefits as opposed to features
· Identifying ways to up-sell (through anticipation, suggestion, etc.…)
· Ability to work through customers’ objections, turning them into selling opportunities
· Meeting objections
· Go for it
Topics Covered:
· Enticing the customer to buy
· Objections
· Meeting objections
· Upselling
6: Sealing the Deal
Range:
· Learners to understand the importance of prior stages that lead to this final important stage
· Understanding ways of how to engage customer in this important step
· Establishing ways of how to strike the deal
· Getting commitment
Topics Covered:
· Watch out for buying signals
· Prepare alternatives
· Ask for the order
· Shut your mouth
7: Staying in Touch
Range:
· Looking into various ways of how to stay in touch with the client
· Understanding that the real work starts after the first sale
Topics Covered:
· Hints to stay in touch
8: Role plays
Every learner designs a role play based on the impress+ framework. This will be structured on a specific impress+template. During this session, each learner will have the opportunity to act as the sales representative and as a customer. Learners will also provide feedback to other delegates based on the various steps of the impress+. The aim of this session is to ensure that every person will be able to practice the impress+ framework and give feedback on the basis of the techniques covered during day one and the first part of day 2
9: Conclusion
Final discussion and revision of the entire sales process; emphasising the importance of customer psychology and ensuring that this leads to the desired sales deals; each learner to compile a Personal Action Plan based on the feedback provided during the two days, which plan will be then passed on to the supervising manager in order to follow-up on the application of the key learning points and the learners’ areas for development.
Teaching, Learning and Assessment Procedures
The programme will include a mix of self-assessment, peer-assessment and trainer assessment procedures, including:
- A number of self-assessment questionnaires to encourage the learners to assess and reflect on their individual competency in the skills discussed throughout the programme
- Learners are expected to role-play the skills covered in the programme and given feedback by the trainer and peers
- Trainer assessment of the learners’ reflective journaling after each session capturing the main points learned during each session, making a commitment to follow up on at least one practical action point and reviewing progress on the commitment made
- Self-assessment through multiple choice quizzes after each session to assess the transfer of knowledge and main concepts covered during each session
What’s Included:
- Training by a certified and experienced educator/s
- Detailed course notes
- Funding options
