Soft Skills Training

Train your staff to be more client focussed with our Sales, Customer Service, Complaints Resolution, Account Management, Project Management and Building High Performing Teams programs, just to name a few!

 

Sales Mastery Training

As Jack Welch, the then CEO of GE once famously said "Nothing happens until someone sells something". In this training session your staff will learn the basics of selling. Working extensively with Robert C Cialdini's powerful theories on influence, your staff will move beyond mere technique and come to understand the underlying mechanics of why people buy, and how to use these mechanics to sell more of your products.

This is an advanced course that assumes a previous knowledge of sales techniques.

Topics Covered - 7 Hours

  • 1. Why People Buy
  • 2. The Law of Reciprocity
  • 3. Using Consistency to Close the Sale
  • 4. How Authority Works
  • 5. Building Instant Rapport
  • 6. The Truth About Scarcity
  • 7. How Social Proof Rules the World
  • 8. Bringing It All Together

8 Participant Maximum - $2097 + GST

($263 per person for a group of 8)

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Sales Training Bootcamp

Is your fronline sales force faltering at the finishing line, or failing to hit basic objectives? In this bootcamp sales course your staff will be given a solid grounding in the mechanics of sales and sales processes. Through roleplay and theory your staff will learn how to systematically layout a sale, guaranteeing them the greatest chance of success, and helping them to sell more of your products and services.

While this course assumes no previous sales knowledge, even the most experienced salesperson can benefit from the principles and techniques being taught here!

Topics Covered - 7 Hours

  • 1. How Prospecting Really Works
  • 2. How To Instantly Qualify Or Disqualify Your Customers
  • 3. Working Towards The Decision Maker
  • 4. Dealing With Price Objections
  • 5. Customer Needs VS Wants
  • 6. Business to Business Prospecting
  • 7. Getting The Final Signature (or Credit Card Number)
  • 8. Preventing Buyers Remorse
  • 9. The Art Of The Referral

8 Participant Maximum - $2097 + GST

($263 per person for a group of 8)

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Customer Service Bootcamp

While often not as valued as sales, great customer service has the ability to transform the culture of your company and create "brand evangelists", who are customers that love your brand and travel the world selling your products for free. In this course your staff will learn the underlying principles of customer service, and how to make every interaction with your customers a powerful example of why they should continue to deal with your company.

This course assumes no prior understanding of customer service mechanics, but the principles being taught are applicable to anyone in a customer service role, regardless of tenure!

Topics Covered - 7 Hours

  • 1. The True Value Of Great Customer Service
  • 2. The Verbal Handshake
  • 3. Effective or Active Listening
  • 4. What The Customer Really Wants, And How To Give It To Them
  • 5. The Conversational Rule Of Three
  • 6. The Importance Of Taking Notes
  • 7. One Call Resolution Techniques
  • 8. Effective Telephone Holding Technique
  • 9. Permission Based Customer Service
  • 10. Never Underestimate the Power of a Thank You.

8 Participant Maximum - $2097 + GST

($263 per person for a group of 8)

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Advanced Complaints Resolution

Customer complaints can easily escalate the point of going out of control, or the customer can be turned around to become a future brand evangelist. The difference is almost always the way the complaint was handled and responded to. Using the L.A.S.T techniques and using theory from "The Difficult Guest" your staff will learn how to proactively manage the most extreme of customer complaints, and turn them around.

This course assumes a solid understanding of Customer Service principles, and is very tightly focussed on specifically dealing with very difficult customers and customer issues.

Topics Covered - 7 Hours

  • 1. Adrenaline & How It Works
  • 2. When Muppets Rule The Conversation
  • 3. The L.A.S.T Technique
  • 4. How To Help The Distracted Guest
  • 5. Working With The Disappointed Guest
  • 6. Damage Control With The Disruptive Guest
  • 7. How To Solve The Issue Without Giving The Farm Away

8 Participant Maximum - $2097 + GST

($263 per person for a group of 8)

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Creating & Managing High Performing Teams

Nothing is more powerful than a truly high performing team, and yet the trick to creating great teams eludes many. In this course your frontline managers will be taken through both the theory and the practicals of what it takes to create a team that can perform extraordinary feats. From the basics of situational leadership, Tuckman's Model of Team Development and the Skill vs Will matrix & TRUE DISC, we leave no stone unturned!

In order to get the most out of this session participants should currently be in a frontline management role.

Topics Covered - 7 Hours

  • 1. Tuckman's Model of Team Development
  • 2. Maslow's Heirarchy of Needs & Wants
  • 3. The Competency Quadrangle
  • 4. TRUE DISC and the Nature of Skill vs Will
  • 5. A Primer on Situational Leadership
  • 8. An Introduction To Effective Performance Management

8 Participant Maximum - $2097 + GST

($263 per person for a group of 8)

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It’s great… one of our staff members came out and said that it was the best training that they’d ever done! That’s exactly what we want to hear!

Paul Johnson - Workforce Planning Manager, Covermore Travel Insurance

John is definitely one of the most remarkable trainers I have met during my 22 years of studies. He is a very knowledgeable, inspiring, motivating and creative hands-on teacher which makes it a great experience to attend his classes.

Diana Bakos, Kaplan International

Learn The 10 Excel Shortcuts That Helped Me Keep My Job!

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8 Participant Maximum - $2097 + GST

Topics Covered - 3.5 Hours

8 Participant Maximum - $2097 + GST