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Advanced Sales Training
(Includes the courses from the Basic Sales Training curriculum)
Tuition is only $250.00 for an individual membership which provides 12 full months of unlimited access 24/7/365 to all courses and resources in this site.
Basic + Advanced Selling Skills Courses

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Advanced
Selling Skills Curriculum

Certified Master Sales Specialist

A.C.E. Value Selling Model
[ACE path]

This path separates the individual courses for ease of selection and reinforcement.

This path is particularly useful for those who have the scores from the Sales Diagnostic Questionnaire (available free on this site) and simply want to focus on the highest priority courses for their personalized training curriculum.

Estimated time to complete this curriculum is 30 hours.

Certified Master Sales Specialist

Value Selling Strategies P.R.O.S.P.E.C.T. Model
[VSS path]

This path combines several of the individual courses into a suite which then creates a strategic sales interviewing process. It has several major closing strategies designed into the model.

This is the most versatile of the value selling models. It is used for both small ticket items and multi-million dollar sales done in-person, over the phone, or electronically.

Estimated time to complete this curriculum is 30 hours.

 

Personal Preparation for Competitive Selling (Required for both paths)

  1. Goal Setting (1 hour)
  2. Conditioning the Mind for Success (In Master Reference Modules below. PDF eBook - Suggested learning but not required) (0.5 hours)
 

Foundation Knowledge [ACE path]

  1. Functional Product / Service / Company Knowledge (F.A.B.) (1 hour)
  2. Competitor Analysis (1 hour)

Foundation Knowledge [VSS path]

  1. Functional Product Knowledge - Included in Research module of VSS
  2. Competitor Analysis - Included in Research module of VSS
 

Prospecting (internal/external) [ACE path]

  1. Profile and Qualify (1 hour)
  2. Key Decision-Maker Roles (1 hour)
  3. Research the Prospect (1 hour)

Prospecting (internal/external) [VSS path]

  1. Profile and Qualify - Included in Profile module of VSS below
  2. Key Decision-Maker Roles - Included in Profile module of VSS below
  3. Research the Prospect - Included in Profile module of VSS below

 

 

 

Central Sales Process - Engage the Customer [ACE path]

  1. ACE Value Selling Model (3 hours)
  2. Value Improvement Presentation (2 hours)
  3. Benefit Question - Create Positive Attitudes (1 hour)
  4. Block the Competition Between Calls (1 hour)
  5. Closing Strategies of the Masters (1 hour)
  6. Objection Responding (1.5 hours)
  7. Objection Preventing (1.5 hours)

Central Sales Process - Engage the Customer [VSS path]

Value Selling Strategies P.R.O.S.P.E.C.T. Model (VSS) (16 hours)

All modules below are linked from within the VSS.

    1. Introduction
    2. Profile
    3. Research
    4. Orientation
    5. Symptom
    6. Problem
    7. Effects/Consequence
    8. Criteria/Benefits
    9. Triggering Events
    10. Review Module
    11. Interim Action Plan - Block Competition
    12. Criteria Driven Presentation
    13. Objection Prevention & Response

Central Sales Process - Negotiations (Required for both paths)

  1. Principled Negotiations (3 hours)

Contacting Prospective Customers (Required for both paths)

  1. Telephone Cold Calling (1 hour)
  2. Voice Mail Strategies (1 hour)
  3. Networking (1 hour)
  4. Asking for Referrals (1 hour)
  5. Keep In Touch E-mail Contact Series (1 hour)
  6. Teleblitzing (1 hour) (Optional course - not required for certification)
  7. Passive Letter and E-mail Contact Leveraging Series(1 hour) (Optional course - not required for certification)
  8. Interest Mailer and E-mail Contact Leveraging Series (1 hour) (Optional course - not required for certification)

Manage the Process - Sales Planning (Required for both paths)

  1. Ratio Management (1 hour)
  2. Funnel Management (1 hour)
  3. Time & Territory Management (1 hour)

Communicating with Prospective Customers (Required for both paths)

  1. Trust and Rapport Building (1 hour)
  2. Business E-mail Etiquette (1 hour)
  3. Active Listening Skills (1 hour) (Optional course - not required for certification)
  4. Managing Customer Expectations (1 hour) (Optional course - not required for certification)

Resources

Personal Preparation for Competitive Selling
Goal Setting

Goal Setting (60 - 90 minutes) Also available as an e-Book on Amazon.com

Many research studies have demonstrated time and time again that people who have written goals achieve significantly more than those who do not. In some instances, 10 time’s more.

In this course you will learn the mechanics of setting goals that can be achieved and as a bonus you’ll learn how to energize and power them up to intensify motivation.

Learn how to:

  • Demonstrate an understanding of the mechanics of defining goals and action plans
  • Set annual goals and reviews and adjust them at least quarterly
  • Identify the action items necessary to accomplish each goal
  • Write the action items on a personal calendar on the dates they are to be accomplished
  • Plan and set daily and weekly activities, results, goals and objectives
  • Identify and secure resources that will be needed to carry out the action items
  • Set realistic stretch goals
  • Celebrate success in goal achievement

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Foundation Knowledge
Functional Prod Logo

Functional Product / Service / Company Knowledge

The purpose of this course is to introduce you to using your product, service and company knowledge as a part of the selling process. The process itself is one in which the prospect is an active participant.

Learn how to:

  • Define and differentiate the concepts of features, advantages and benefits
  • List the features of products and services and the problems they solve for the customer
  • Explain the features of products and services with their respective advantages and benefits
  • Identify the clues, signs or symptoms that indicate a problem exists that can be solved by the product's and service's features
  • List the company's features and the problems they solve for the customer
  • Explain the company's features with their respective advantages and benefits
  • Identify the clues, signs or symptoms that indicate a problem exists that can be solved by the company's features

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Competitor Analysis Logo

Competitor Analysis

We all have competition. Most of the people we call on in our prospective customer organizations already have someone providing products and services that can fill the same or similar needs we can fill. Others have a choice to use or not to use a product or service. "Do nothing" is also a competitor.

It is difficult to sell against the competition until you know specific information about them. Armed with this information you will know what objections to expect and how to neutralize them. You will know exactly where to focus your conversations with the prospect that will always uncover problems only you can solve. This course will teach you how to find your "unique and distinctive selling points."

Learn how to:

  • Define and differentiate the concepts of unique selling points and distinctive selling points
  • Identify competing products/services/companies
  • Collect competitor intelligence and update competitor analysis on a continual basis
  • Differentiate products/services/company from each competitor
  • Identify competitor's advantages that will show up as objections
  • Identify ways to neutralize the competitor's advantages and develop strategies to prevent these predetermined objections
  • Develop standardized, effective responses to these predetermined objections
  • Determine competitor's weaknesses where I have corresponding strengths
  • Translate strengths into features, advantages and benefits
  • Identify the clues, signs or symptoms that indicate a problem exists that can be solved by the company's unique or distinctive selling points

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Prospecting (internal / external)
Profile Logo

Profile & Qualify Prospective Customers

Calling on the right companies is a matter of knowing the common characteristics your best customers share, then developing a template or profile to compare and match prospects. Sounds simple? Yet, salespeople have been shown to spend as much as 64% of their valuable selling time talking with prospects who are not qualified. With the profiling process you'll learn here, you will be able to develop gentle direct and indirect questions to quickly qualify the prospect.

Learn how to:

  • Describe the identifying characteristics such as market, market segment, size, volumes purchased, competitors and corporate value systems of the most desirable customers in order to construct comparison profiles
  • Estimate potential volume of purchase by correlating readily available data such as number of employees, square footage, etc.
  • Project current and future customer needs based on the profile
  • Determine sales resource allocation based on account profile
  • Develop series of qualifying questions starting with knock out questions
  • Identify non-intrusive resources such as directories, lists, annual reports and other printed material to pre-qualify prospects
  • Identify the key decision-makers by the types of decisions they make
  • Know the types of benefits each decision maker is most interested in based on the role they play

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Decision-Makers

Key Decision Makers

Calling on the "right people" in the right companies is not always as easy as it seems. Sometimes it can seem like you're getting the run around, when you're really not. This module will help you identify the buying influences by the types of decisions they make in your sales process. For example, select a prospect. Do you know who will make the decisions regarding performance specifications, "cost-to-use," return on investment, total cost of ownership, credibility and user friendliness? (SDQ Code III. A.)

Performance Objective: Can identify by function, the decision makers who influence the sale.

Learn how to:

  • Identify by function, then by title, the six decision making roles
  • Know the types of benefits each decision maker is most interested in based on the role they play
  • Understand the logic behind contact sequence strategies

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Research Logo

Research the Prospect

In competitive selling, the mission is to determine how, through the use of your products, service and the manner in which your company conducts business, you can competitively advantage your customers by increasing their ability to generate profitable revenues, lower their overall cost of operation, enhance or strengthen their image and/or decrease their vulnerability in their market place.

This means you must understand how they are currently getting their needs met, business plan, competitive pressures, and market fundamentals that significantly impact their ability to buy from you.

Learn how to:

  • Identify how the customer makes money and how what I sell impacts their ability to do so
  • Determine the critical processes necessary for the customer to have a product/service to sell and how my offer impacts this ability
  • Understand the customer's business plan as it relates to the products/services I sell
  • Understand the customer's selling environment and how what I sell can competitively advantage them in their market place
  • Identify current suppliers and the products/services they sell to this prospect

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Contacting Prospective Customers
TCC Logo

Telephone Cold Calling

The telephone cold call strategies in this module will help you prevent initial contact objections such as, "not interested," "just send me your literature," "already have someone." It will also, show you how to transition "screeners" into "coaches" and efficiently set "priority appointments" for future phone or in-person meetings.

Learn how to:

  • Recognize the techniques that build a coaching role for the initial contact person.
  • Use strategies that block initial contact objections.
  • Develop opening remarks for telephone cold calls.
  • Set priority appointments.

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Voice Mail Logo

Voice Mail Strategies

Voice mail gives you the opportunity to deliver your 30 second high impact commercial when you have the prospects undivided attention and to get the prospect to return your calls by leaving a compelling business reason to do so. You'll learn how to create and deliver voice mail messages that get results.

Learn how to:

  • Use voice mail as an advertising medium
  • Utilize the voice mail exit function to locate your prospect
  • Write the 30 second high impact commercial
  • Leave a compelling reason to return your call

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Teleblitzing Logo

Teleblitzing

Conducting a telephone cold call "blitz" will:

  • Rapidly fill your sales funnel with qualified prospects
  • Enable you to leverage your initial unsuccessful contact attempts by following up with the Passive Letter Series, Interest Mailer Series and the "Keep in Touch" Series defined in other courses.

Learn how to:

  • Generate lead lists.
  • Schedule prime time activities.
  • Identify goals that motivate.
  • Track progress with a Teleblitz form.

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Networking

Networking

The purpose of this course is to help you improve your networking skills such that you have better access to both decision makers and referrals, have a platform to demonstrate your competency and improve your professional knowledge.

Learn how to:

  • Understand the networking process
  • Learn how to network
  • Select the right organizations to network
  • Know the "don't do" items or risk getting expelled
  • Increase your networking impact

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Asking for Referrals

Asking for Referrals

The purpose of this course is to learn about the process of asking for referrals. The advantages of referred leads are:

  • They are significantly easier to contact and get in to see
  • They take 30% fewer contacts to close a sale
  • They are 60% to 80% more likely to buy
  • They will buy on average 23% more
  • They are four times more likely to give additional referrals

Learn how to:

  • Ask a referred customer for referrals
  • Ask a non-referred customer for referrals
  • Write a brief thank you letter to customers that have given you referrals

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Passive Letter

Passive Letter and Email Contact Leveraging Series

The purpose of this course is to explain how passive letters can be used to reach hard-to-reach decision-makers. It also will show how to generate inbound leads from interested prospects with the passive letter.

Learn how to:

  • Define the Passive Letter
  • Describe the structures for three types of letters
  • Recognize the optimal mailing schedule
  • Describe how to create an automatic implementation of passive letters

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Interest Mailers

Interest Mailer and Email Contact Leveraging Series

The purpose of this course is to help you generate leads by using interest mailers. Some decision makers are nearly inaccessible, and building a relationship based on an interest can be effective. This relationship built upon interest mailers can provide a way to move forward in the sales process.

Learn how to:

  • Define "Interest Mailers."
  • Recognize the 10 critical Buyer Beliefs you are trying to influence.
  • Select the right decision makers to contact with interest mailers.
  • Describe the optimal mailing schedule for interest mailers.
  • Describe how to make a manual implementation system automatic.

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KIT Logo

Keep In Touch Email Contact Series

The purpose of this course is to provide you with an incredibly effective low cost contact system that can be used with:

  • clients who have no current project
  • clients with no identified need
  • stalled projects or projects on hold
  • prospects who have turned you down for the current sales opportunity
  • non-responsive new prospects

Learn how to:

  • compose KIT messages
  • use multiple methods of contact for the KIT messages
  • keep the content of the message on track
  • add power to the contacts by targeting "Buyer Beliefs" that may be missing

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Central Sales Process - Engage the Customer

FAB-TEA Logo

Value Selling FAB-TEA Model

The FAB/TEA is designed for call center deployment where time is of the essence and for retail sales applications where customer engagement is critical to advancing the sale. This model is a straightforward, easy to learn, and highly flexible way to sell value.

Feature: Tell the Feature
Advantage: Explain it
Benefit: Ask how the Benefit will fill the previously identified need.

Learn how to:

  • Use the primary research questions to orient the customer in areas where you are strong, the competitor is weak and the customer has needs
  • Structure those interview questions so they lead directly into the value selling model
  • Use your strengths to offset areas competitors advantages that you are unable to neutralize

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ACE Value Selling

Value Selling ACE Model

ACE is a favorite of sales professionals who sell highly competitive and price sensitive products and services. It is used both in-person and in TeleSelling environments.

ACE directly incorporates the FAB-TEA model in the the Add a benefit question and then expands it to include direct questions related to what it Costs the customer (subjectively and financially) not to have the sellers unique or distinctive selling points' benefits. And then sets Expectations with the prospective customer that they can get those benefits.

Learn how to:

  • Profile and Qualify a prospect
  • Review the process of Researching the Prospect and the competition
  • Conduct a Competitor Analysis
  • Use multiple questioning strategies to gain critical information
  • Understand the ACE Value Selling process and its function
  • Know what objections to expect and how to prevent them
  • Focus the topics of conversation in areas where you are strong, your competitor is weak and the customer has needs
  • Quickly uncover needs that only you can fill with your unique and distinctive selling points
  • Minimize price pressure
  • Set expectations that only you can meet to help the customer rule out the competitor.
  • Help the prospect defend your unique and distinctive selling points

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VSS logo

Value Selling Strategies P.R.O.S.P.E.C.T. Model (VSS)

Value Selling Strategies (VSS) model is used for both small ticket items and multi-million dollar sales conducted in-person or over the phone. This course includes a full audio program to reinforce the skills and strategies.

Similar to the previous two value selling models, in the Value Selling Strategies process, the actual selling is done during a strategically designed interview structured around major closing strategies and is designed to prevent most common sales stopping/stalling objections

Learn how to:

  • Conduct a Strategically Designed Sales Interview
    • Use a sales interaction model that is guided by the psychological buying process
    • Identify the real buying influences, decision makers and buying process
    • Guide the prospect to discover the value of your product/service
    • Avoid common pitfalls of presenting solutions after discovering needs
    • Create a sense of urgency for the prospect to own your product and service
    • Prevent most objections including price
    • Help the prospect set the product/service selection buying criteria
    • Include your unique and distinctive selling points in the criteria
    • Let the prospect rule-out and lockout the competition for you
    • Discover priority buying motives
    • Let the prospect make the claims of performance, rather than you
    • Rehearse the prospect to sell internally for you
    • Structure your sales interactions around major closing strategies
  • Use an Interim Action Plan and other tools to block the competition between contacts
    • Prevent competition from invading between contacts
    • Set the action items as your next call objective
    • Use the interim close to set your next meeting
    • Continually advance the sale
  • Use this unique Value Improvement Proposition to address the customer's criteria that now include your unique and distinctive selling points
    • Enable the buyer to systematically rule out the competition
    • Present your product/service to the customer's selected criteria
    • Structure your presentation around major closing formats
  • Prevent and Respond to Objections
    • Prevent most objections from occurring
    • Respond effectively to objections with a powerful three-step process
    • Utilize a master list of 85 sales stopping objection prevention and response strategies

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Value Improvement Proposal

Value Improvement Proposition

Presentations that use the "tell them everything" shotgun approach simply are not as effective as presentations that specifically address and confirm how you will meet the prospect's criteria. The "Value Improvement Proposition" presentation style you will learn in this course is an incredibly powerful six step method that will help you strengthen trust and rapport, break the "irrational customer loyalty bond", prevent price pressure, demonstrate competence and activate the plan for implementation without the prospect having to give you the "go-ahead."

Performance Objective: Establishes right to speak by summarizing and presenting the situational analysis that includes the problems that were uncovered. Lists criteria that include unique and distinctive selling points and confirms with irrefutable logic how the prospect's criteria can be met. Demonstrates bottom-line value in a balance sheet comparison format and discusses a plan for implementation.

Learn how to:

  • State understanding of prospect's situation that includes the problems uncovered
  • Define the costs of the problems (subjectively and financially)
  • List the criteria for selecting a solution that includes unique and distinctive selling points
  • Use irrefutable logic to confirm how the criteria can be met
  • Show a side-by-side balance sheet style comparison of what the problems are currently costing the prospect versus what it will cost to get and use my solutions
  • Lay out a detailed plan for implementation of the solutions

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Benefit Question

Benefit Question - Create Positive Attitudes

Your products and services have many benefits to offer a customer. Some of them are unique and only you offer them; some are distinctive which means that your competitors also offer them, but you focus on them in such a way that makes them noticeably and quantifiably different. With so many benefits to offer the customer, the question becomes, "which will be the one(s) that motivate purchase?"

The purpose of this course is to learn how to ask questions about your benefits in such a way that you will be able to:

  • Discover true buying motives important to the customer
  • Rehearse the prospect to sell internally for you when you're not around
  • Rehearse the prospect to defend the criteria and expectations you helped set, thereby turning changeable beliefs into attitudes resistant to change
  • Competitor proof your customer
  • Enable the customer to make the claims for benefits to be received, thereby transferring the burden of proof from you to the customer
  • Identify others in the organization who will also receive benefits
  • Get the decision-maker to feel good about providing benefits to others in the organization

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Block Competition

Block the Competition Between Calls

There are three commonly used tactics that help block the competition when you're not around. While you're taking this course there could be a competitor taking your customer, or at least trying to. What's to stop them?

The purpose of this course is to learn how to competitor proof your customer:

  • Understand how to role play and rehearse a defense that your prospects and customers helped develop so they can respond with conviction to your competitor's persistent efforts
  • Learn how to set Expectations, Criteria or Specifications that only you can meet
  • Use an "Interim Action Plan" closing strategy to further insulate your prospects and customers from the competition

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Closing Logo

Closing Strategies of the Masters

Obtaining closure on each milestone in the strategic sales plan is a natural part of systematically advancing the sale to closure. But for half the population (both buyers and sellers), with a particular personality preference, getting closure is anxiety producing.

On the other hand, sales people very often don't ask for the order simply because they don't know what buying signs look like or they don't know how to close or both. This course will teach you to recognize buying signs and 39 low pressure high power closing strategies that you can use throughout the sales process.

The purpose of this course is to present effective closing strategies and guidelines for using them.

Learn how to:

  • Describe a closing and how it is a natural part of the sales process
  • Identify what can cause anxiety for both the prospect and the seller
  • Define the proper closing mind set that helps make the sale happen
  • Recognize the prospect's "buying signs"
  • Be familiar with closing strategies and the step in your sales process where they are most appropriate

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Objection Responding Logo

 

Objection Responding

Throughout the sales process you are taking specific actions to prevent most of the common sales stopping objections you get. And even with those efforts there will be an objection that gets past the "Prevention" strategy, doesn't get "Preempted" at the appropriate time and now you're faced with having to "Respond" to it. This course is designed to equip you with some of the most effective ways of handling these objections.

Linked to this course are the 85 most common sales stopping objections along with Prevention strategies and Responses that other salespeople have used successfully.

Learn how to:

  • Define and differentiate objections from conditions or resistance
  • Learn how missing "Buyer Beliefs" cause objections
  • Understand the connection between your competitor's strengths and the specific objections you get
  • Differentiate Prevention, Preemption and Response strategies
  • Provide a 3 Step formula for constructing Preemption and Response strategies
  • Use "Active Listening" skills to earn the right to be heard when you respond to an objection
  • Use "Transition Sentences" to support the prospect without agreeing, help them save face and prepare them to get new information that they can use to make a new decision
  • Use powerful "Phrases of Persuasion" sentence structures when delivering your response when you have no direct way of countering the objection

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Objection Preventing

Objection Preventing

The Purpose of this course is to provide a guide for developing "prevention" strategies for potential objections. Before you buy something, what must you believe? What else must you believe and if you didn't believe that, what objections would you give? Objections are directly related to the missing Buyer Belief. There are 10 Buyer Beliefs.

The ultimate objective is to PREVENT the objection from ever entering the customers mind.

Learn how to:

  • Define and differentiate objections from conditions or resistance
  • Learn how missing "Buyer Beliefs" cause objections
  • Differentiate Prevention, Preemption and Response strategies
  • Learn Prevention strategies for each of the objection categories

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Principled Negotiations

Principled Negotiations

This course is designed to equip you with the knowledge, skills and strategies to negotiate win-win outcomes.

Learn how to:

  • Differentiate adversarial negotiation tactics with those of principled negotiations
  • Learn five different means to establish power
  • Understand how to counter Adversarial Tactics
  • Learn about the Fundamental Human Needs and the Business Needs that motivate a person to negotiate
  • Understand how to use the "Needs-Interests-Position" model to turn non-negotiable "Position" statements into negotiable "Interest" statements
  • Understand and use the principles that guide negotiations
    • Principle # 1: Know the options - yours and theirs
    • Principle # 2: Know what you have to negotiate
    • Principle # 3: Transition non-negotiable "position statements" into negotiable "statements of interest"
    • Principle # 4: Identify and set "standards of legitimacy" to establish value
    • Principle # 5: Set criteria for re-selecting options
    • Principle # 6: Present solutions that meet the criteria
    • Principle # 7: Never give in to pressure; only to principle
  • Use the negotiations checklist to prepare for any type or size negotiations

A case study development worksheet supports learning and can be used to prep for real-life negotiation scenarios.

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Manage the Process - Sales Planning
Ratio Management Logo

Ratio Management

Managing your sales activity goals and ratios helps you to: know the frequency and success rates required to generate sales, know what you have to do each week to meet your production goals, and enable you to make accurate sales forecasts. This knowledge brings to those who know there ratios, a real sense of security that only comes from knowing what you must do to produce your targeted results.

Learn how to:

  • Define the sales activities to track
  • Recognize the ratios to beat
  • Set up tracking methods
  • Leverage key ratios and monitor others
  • Write a prospecting plan

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Funnel Management

Funnel Management

The purpose of this course is to understand the "funnel management" concept. Through this concept, you can maintain the proper number of qualified prospects throughout the sales process.

In this course you will learn how to be more effective in generating your prospect lists. The course also illustrates productive methods used to make contact with leads.

Learn how to:

  • Define the concept of funnel management
  • Differentiate between a sales cycle and a buying cycle
  • Give characteristics of A, B, and C accounts. Identify the characteristics that define a "pre-qualified lead"
  • Be familiar with sources for leads
  • Describe contact methods
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Time and Territory Management Logo

Time and Territory Management

Develop customer and prospect contact plans that will minimize travel time and maximize selling time with accounts with the greatest potential.

Learn how to:

  • Categorize and classify customers and prospects
  • Determine the potential sales volume available in the territory
  • Develop criteria to determine frequency of contact by type of contact
  • Determine number of prospects available in the territory
  • Understand the time averages for different types of client / prospect contact methods
  • Develop a contact plan by type and frequency of contact
  • Design a territory traveling plan
  • Redistribute resources to meet goals

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Communicating with Prospective Customers

Special Bonus Communications Courses from Learn Customer Service Online.com

Trust Logo

Trust and Rapport Building

Customers will seek to do business with people they feel comfortable with and with whom they can trust. Establishing trust and rapport is essential to building working relationships with customers.

This course will show you how to use the specific skills which make trust and rapport building quick and easy with almost every customer. The content is directed to sales personnel, customer service personnel, and people in customer service roles who are also responsible for sales.

Learn how to:

  • Define trust as it relates to customers
  • Define rapport and how it impacts customer attitudes and behaviors
  • Differentiate between motive and technique
  • Recognize the importance of the customer's four business needs
  • Recognize and use six different methods that create and strengthen trust and rapport in a business setting

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Active Listening

Active Listening Skills

Many costly errors (and arguments) occur because the person getting instructions for a task to complete did not "actively listen." Active listening is a way to improve relationships with both internal and external customers as well as a means to reduce costly errors that result from misunderstandings.

In this course the participant will learn the five core listening skills and the context in which they should be used. Understand how to use active listening to enhance trust and rapport and to directly improve relationships.

This course presents methods that will allow you to provide feedback to the speaker in your conversations in such a way as to enable them to know the extent to which you heard and understand the meaning they are attempting to convey.

Learn how to:

1. Differentiate between active and passive listening
2. Define and demonstrate the following Active Listening Skills:

  • Acceptance Response
  • Repeating
  • Paraphrasing
  • Clarifying
  • Summarizing
3. Use transition sentences
4. Understand the "Psychological Truth" about the power you create using listening skills
5. Know when and when not to use these listening skills

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Managing Customer Expectations

Managing Customer Expectations

Managing customer expectations is usually a simple task of agreeing on what is to be done and all parties delivering on that agreement.

However, when unexpected complications occur, pro-active communication, defusing negative emotions, and previously agreed upon fall-back plans can impact the service recovery outcome.

After completing this course you will be able to:

  • Define and set expectations that can be met
  • Manage expectations simple and complex expectations
  • Use pro-active communications to present project status updates, and to deliver both good news without creating unrealistic expectations
  • Deliver bad news with minimal disruption to the customer relationship
  • Re-define and re-set expectations in light of unforeseen circumstances that prevent the original expectation from being fully met
  • Debrief and evaluate performance

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Email Etiquette

Business Email Etiquette

Communicating with both internal and external customers by email is now as routine as talking with them on the phone. Just as "Telephone Etiquette" is a mission critical skill set, so is Email Etiquette in today's marketplace.

In fact, for many companies, email communications are many times more frequent than actual telephone calls. What this means is that one unintentionally aggressive message in a stressful encounter can cause significant damage to a long-standing relationship all of which could have been prevented with a brief training course in Business Email Etiquette.

After completing this course you will be able to:

  • Define the purpose for business email “etiquette”
  • Know if email is the correct communication vehicle for what you need to say
  • Understand the permanency of email
  • Know how to use top and bottom information such as addresses, cc’s, subjects & signature lines
  • Use "Plain Text" or "HTML" format as appropriate
  • Know how to structure the message for business purposes
  • Understand “Emoticons” and abbreviations
  • Develop an email thread and know when to start a new one
  • Know what to forward and what not to forward and other tips

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Additional Resources

Master Reference Modules (non-interactive lists and resources)

  • 85 Most Common Sales Stopping Objections with Prevention and Response Strategies
  • 53 Step Diagnostic Strategic Sales Plan: with Tactics to implement each step
  • 15 Clues an Account is in Trouble
  • 10 Tips to Building Better Relationships
  • 39 Closing Strategies
  • 6 Strategies to Enhance Customer Satisfaction
  • 20 Presentation Formats
  • 8 Question Structures
  • 9 Ways to Reassure the Customer

e-Books and Tools

  • ACE Case Study Worksheet (It is a Microsoft Word doc. Save to your computer. It includes several other courses).
  • Priority Prospect Project (P3) Strategy Session Manual (PDF)
  • P3 two page instruction guide (PDF)
  • Strategic Sales Plan - 116 page manual (PDF)
  • Strategic Sales Plan - 2 page check list (PDF)
  • Conditioning the Mind for Success - 8 page guide (PDF)
  • Prospect Management Spreadsheet (sort capable)
    • Sample Word doc file ABC Co for Spreadsheet. (for ease of use, save in same folder as the Prospect Management Spreadsheet)

Coaching Guides

Coaching guides are available for most of the sales courses. These are limited to sales managers with direct reports, trainers, coaches, team leaders, and sales supervisors.

ACCESS REQUIRMENTS for the coaching materials:

  1. You must be personally registered to take courses on this site.
  2. You must complete the courses with a passing score.
  3. The participants you coach must be registered to take courses on this site.

Bonus Sales Course

FAB/TEA Value Selling Process - from telephone cold call to closing - crisp and quick.

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