Relationship

Mastering Lean Product Development

Network: 
Role Skillnet
Location of Course Galway
Further Enquiries Tel: 071 962 2504
Email: info@roleskillnet.com
Financial Support 30% Funding may be availalbe on a case by case basis
Number of Places 5-10
Course Fee €395
Available to Job Seekers: 
No
Certified: 
No

Train the Trainer

Network: 
Role Skillnet
Location of Course Roscommon Learning Links, Elphin Street, Boyle
Methods of Assessment Skills Demonstration carries 50% of the marks
Candidates will be assessed in the following areas via a formal 15 minute presentation covering: presentation skills, use of visual aids & learning materials and addressing of objectives.

Assignment carries 50% of the marks
Candidates will be required to carry out an assignment and produce evidence of planning, researching, conducting and evaluating a training session. The assignment should identify theoretical understanding and practical application, on a range of specific learning outcomes and can take the form of a case study, action research or a reflective piece of work which will require the candidate to research and present information in relation to adult learning.

Further Enquiries Tel: 071 962 2504
Email: info@roleskillnet.com
Entry Requirements Participants are required to have achieved Leaving Certificate or an equivalent level of qualification.
Course Content Workshop Description:
The “Spectacular Partnerships” workshop is a process aimed at analysing current service abilities and activities, and setting new standards of best practice for Customer Care.

Delivery:
The workshop is delivered within the framework of a 4 part process focusing on the key practices of - Acknowledge: Analyse: Accommodate: Appreciate.

Workshop Objectives
• An opportunity for professionals to look at their delivery of customer care and prepare to meet constantly rising standards of client expectation.
• Learn how to make your service stand out as extra-ordinary.
• Get people talking positively about you and your business.
• How to become the provider of choice.
• Forming “Spectacular Partnerships” – the longterm view.

Workshop Outline
A1 – Acknowledge
• The importance of Attitude!!!!
• How am I doing in my business? Where are my strengths?
• Achieving real “Acknowledgement” – hooking your customer’s attention.
• Analysing current practice – enhancing for Best Practice – the “WOW” factor.
• Face to Face - First Impressions : Meeting & Greeting : Remembering names :
• By Telephone – Communicating positive attitude & professionalism.

A2 – Analyse
• Buying Motives – recognising customer needs.
• Asking the right questions – listening to the answers.
• Raising customer awareness of your complete product.
• The invitation – attracting customers to engage.

A3 – Accommodate.
• Knowing your customer’s expectation.
• Meeting & “Exceeding” expectation – the extra mile.
• Creating a “can do” environment.
• Managing “can’t do’s”.
• Skills for imparting information.
• Creating the complete experience – up-selling.
• Serving a diverse customer base.

A4 – Appreciate.
• Show it: Say it: Mean it.
• Encouraging customer feedback.
• Dealing professionally with a complaint (Great Model).
• Celebrating your customers.
• Maintaining & growing your clientèle.

Financial Support 30% Funding may be availalbe on a case by case basis
Enrolment and Start Dates Comment 15th May 2013
FETAC Code E30179: Train the Trainer
Duration 3 Days
Number of Places 10
Course Fee €300.00
Available to Job Seekers: 
No
Certified: 
Yes

Sales & Client Relationship Management - Advanced

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Successful indicates that the learner has achieved all of the learning outcomes for the award with some supervision and direction. The learner has demonstrated autonomy of action and has taken responsibility for generating appropriate evidence for all learning outcomes.

Pass 50-64%
Merit 65-79%
Distinction 80-100%

Certificate grades are based on a weighted average of component award grades.

Learning Outcomes Knowledge:
• Learners will be able to demonstrate an in depth understanding of a range of theories and practices pertinent to sales and client relationship management strategy

Skills:
• Demonstrate the use of a range of skills and tools required for commercial sales environment
• Select appropriate sales techniques and tolls to plan and develop client relationships and to determine solutions to diverse challenges in a client relationship context.

Competence:
• Apply knowledge and skills to a range of Sales, Customer Care and planning contexts
• Perform a range of sales and client relationship activities independently and within teams or groups
• Take responsibility for own learning and assist others in identifying learning and or development needs within a client relationship focused context.
• Reflect on own role and performance with specific reference to planning, objectives and time frames within a sales and customer relationship environment.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements To access programmes leading to this award the learner should have reached the standards of knowledge, skill and competence associated with the preceding level of this award on the National Framework of Qualifications. This may have been achieved through a formal qualification or through relevant life and work experience.
Course Content The purpose of this award is to enable the learner to acquire the knowledge, skills and competence to work independently in a strategic sales and or customer relationship management role in a range of sales orientated contexts and or to progress to higher education and training.
Subjects Taught Certificate Requirements:
The total credit value of this certificate is 120 and will be achieved by completing 8 minors of 15 credits each:

Year 1:
• Consultative Selling
• Supervisory Management
• Customer Service
• Personal and Professional Development

Year 2:
• Business Development
• Account Planning and Management
• Coaching
• Sales Negotiation

Duration Course is run over 2 years
Course Fee €1,500.00 per year
Available to Job Seekers: 
Yes
Certified: 
No
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