Educational Programs
HOW TO DEVELOP AND IMPLEMENT A CLIENT DEVELOPMENT SYSTEM
This workshop is designed to assist a group in each phase of creating and implementing a Client Development System. Some of the components are:
- Assessment of our Company’s strengths and weaknesses
- Identification of our leverageable competitive differentiators
- Evaluation of competitors
- Development of internal and external action plans
- Tools for identifying prospects, explaining roles people must play in business development, helps for appropriate follow-up
- A,B,C client relationship ladder and strategies for growing our business
- Ideal client profile -- a tool for identifying and developing high quality business
- Tracking and evaluating our progress
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STRATEGIES FOR GROWING LONG-TERM CLIENT RELATIONSHIPS
This workshop is built on the relationship ladder. Its focus is on techniques for moving people from suspect to prospect to customer to client to advocate
to confidant. The lifetime value of a customer is calculated and the importance of being relationship based rather than transaction based is stressed. The
critical role each employee fills in building and maintaining customer relationships in explored. Tools for growing relationships are introduced.
IMPROVING CUSTOMER SERVICE SKILLS
This session is sometimes built on the DISC model (although it can be tailored for those who have not been exposed to the DISC instrument). Topics
covered include:
- Why customers leave
- Balancing task and relationship skills
- Purposes of customer communication
- How to recognize different customer styles (in person and on the telephone)
- How to effectively service customers with different styles of interacting
- Polishing our telephone image
- Utilizing the four courtesies
- Tools for recovery
- Creating positive impressions
- Handling angry or upset customers
- Maintaining a balanced life as a means of effectively handling stress
IMPROVING COMMUNICATION SKILLS
This session deals with improving interpersonal communication skills in the workplace. Topics include:
- Listening barriers and how to overcome them
- Understanding the communication process
- Speaking so people will listen effectively
- Conducting effective meetings
- Understanding non-verbal communication
SETTING AND ACHIEVING GOALS
This workshop is designed to help people succeed on the job. Its focus is on:
- Why some people don’t set goals
- A formula for goal attainment
- How to set goals
- How to delegate effectively
- How to be an indispensable employee
- Setting and achieving team goals
- Managing employee performance
- Achieving personal and professional goal
TEAM BUILDING TECHNIQUES
This seminar is designed for intact work groups. It explores such areas as:
- The impact of organization climate on productivity
- The stages of team development
- The characteristics of an effective team
- An assessment: "How are we doing?"
- Techniques for building a team
- Mission, roles, goals, procedures and relationships
ADVANCED SELLING STRATEGIES
This program consists of ten learning modules. Some of the topics covered are: learning to build healthy self-esteem; strategies for strengthening
high-trust relationships; assessing and improving critical success factors; the new model of selling; influence strategies and personal management
techniques.
HOW TO CREATE AND DELIVER EFFECTIVE PRESENTATIONS
This workshop is limited to ten persons and lasts two days. It is characterized by much participation, video recording and feedback. Participants
learn:
- How to research and organize materials
- How to deliver with confidence and impact
- How to use their voice, posture and gestures to reinforce their message
- How to use visual aids effectively
- How to handle questions professionally
- How to read and react to an audience
- Strategies of persuasion
- How to conclude with power
BUILDING STRONG RELATIONSHIPS WITH THE PERSONAL PROFILE SYSTEM
This workshop is based on a psychological instrument (DISC) that reflects how individuals communicate, make decisions and prefer to relate to others. The
session is tailored to develop leadership skills, team building techniques, sales skills or customer service techniques.
