Selling

Cold Calling & Appointment Making Skills

Network: 
South West Gnó Skillnet
Duration 1 day followed by 1 one-one mentoring i hour session.
Course Fee €110 for Members
€210 for Non-members

Membership for 2013 only €100

Enrolment and Start Dates Comment 12/06/2013
Course Content Who Should Attend
A practical and interactive one to two day workshop, the course is designed for all sales staff that makes outgoing cold calls to customers and prospects as well as handling incoming sales enquiries.

Overall Aim
The aim of this workshop is to help sales staff achieve a greater appreciation of the importance of cold calling and to become more effective in their ability to influence and communicate with customers using the telephone to grow sales.

The participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills in using the telephone to overcome reluctance, deal with rejection and effectively cold call to generate leads, make appointments and close sales.

Further Enquiries Oonagh McGregor
info@southwestgno.com
064-6636622
Learning Outcomes After completing the workshop, each participant will be able to:
• Apply highly developed communications skills for improved customer relations
• Improve their efficiency on the telephone through better preparation and planning
• Become more assertive in their day to day communications by phone
• Overcome cold call reluctance, handle rejection and create opportunities through cold calls
• Present a professional image, have the right attitude and build trust with the customer
• Talk to customers in their own language and with the right tone of voice
• Guide the customer effectively through each stage of the sales presentation
• Get the customers attention and engage in conversation through stimulating introductions
• Really listen to customers and pre-empt customers’ needs through skilful questioning

Additional information to follow

Trainer Trainer Profile of Call Focus (Karen Sommerville)

Call Focus specialise in the design of “effective customer communications” helping companies secure greater profitability through the development of their customers. With extensive experience in customer relations, sales, direct marketing and database marketing, they are best known for communication workshops using the telephone such as the popular “Telephone Complaint Handling”, “Debt Collection using the Telephone”, "Effective Telephone Sales”, “Cold Calling for Sales” in addition to other workshop.
Founded in 1999 Call Focus is headed up by Karen Sommerville, a competent communications, sales and customer relations skills trainer for many leading business associations, Skillnet groups (over 10 groups), Enterprises Boards, educational bodies in addition to many private clients.

Location of Course Kerry Technology Park, Tralee, Co. Kerry.
Course Web Page: 
http://www.southwestgno.com/viewevent.asp?id=326
Available to Job Seekers: 
Yes
Certified: 
No

Sales through Service

Network: 
CCMA Ireland Skillnet
Duration 2 days
Course Content Programme Overview
The objective is to increase the number of leads generated by agents and to have 100% of employees participate in the programme.

The aim of the sales through service workshops is to increase understanding of the importance of the lead generation programme for the growth of the company. We need to identify agents strengths and weaknesses in this area in order for us to understand the areas we need to work on so that we can meet our objective.

Who is this Course For?
Team leaders who wish to develop their coaching skills, giving themselves, and those directly influenced by their leadership, the ability and zeal to satisfy the customer.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Upon completion of this program, success should be achieved in the following areas:
• Sales of Ports (connections from other networks) to target
• Sales of product to overachieve target
• Mystery Shop to achieve a rolling average of 75%
• NPS score
• 100% compliance to Mystery shop questions
• Enabling a change in culture from a customer led sale to a Consultant led sale
• creating a shift from a passive response to competitor analysis to one where products are sold as the clear winner
• producing individual employees who strive to assist the customer however possible with the use of enthusiastic team work
Course Web Page: 
http://ccma.ie/page.php?s=training&id=263
Available to Job Seekers: 
Yes
Certified: 
No

Customer Retention, Up-sales & Service Improvement programmes

Network: 
CCMA Ireland Skillnet
Course Content Programme Overview
The Customer Retention Programme provides telephony workers with new tools and practices to improve their customer interactions. The programme promises its executive sponsor both a persistent change in telephony behaviour and a financial outcome change such as increased customer lifetimes, improved customer retentions or improved upsales.

This programme brings recognition to the contact centre management profession and will promote continuous professional development of contact centre professionals.

Who is this Course For?
Contact Centres are unique business units that help organisations meet the challenges brought by constantly changing markets, business environments and technology. In recent years the Contact Centre business has experienced significant growth in Ireland and attractive career opportunities are available.

Specialist knowledge and skills will be needed by those who aspire to leadership roles in this business.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes The objective of the programme is to change the way that a telephony based operation organises its operational practice so that telephony based workers can improve their customer interactions by:
1. Making stronger and more reliable promises to customers about what they will deliver,
2. Putting in place group learning systems that promote rapid knowledge sharing
3. Enabling senior management to have more direct control on the behaviour change going on in their contact centre
4. Connect the team managers personal objectives to business outcomes.
Methods of Assessment This programme will improve the operation of the overall business. At the end of the programme an assessment of CSR capabilities will be carried out with regard to two key areas:
1. Understanding of the promise framework and using the promise structure as the basis for all their telephony interactions
2. Ability to participate in the Learning Team shared learning environment
The programme will promise at a team level:
1. A significant positive change in call behaviour against predefined criteria
2. A significant positive change in one of: Customer Avg Lifetimes, Customer Retention, Upsales in a service environment.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Course Web Page: 
http://ccma.ie/page.php?s=training&id=257
Available to Job Seekers: 
No
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
CCMA Ireland Skillnet
Duration One day workshop
Course Content Programme Overview
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Who is this Course For?
A practical and interactive one-day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing to name but a few.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Course Web Page: 
http://ccma.ie/page.php?s=training&id=258
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service

Network: 
CCMA Ireland Skillnet
FETAC Code D20151: Customer Service
Course Content Programme Overview
This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Identify and anticipate customer needs and wants
• Positively influencing Customer Perceptions
• Deal with a range of challenging situations
• Implement a quality Customer Care Policy
• Deliver Effective Customer Service under challenging circumstances
• Identify provisions that may be needed to satisfy different customers needs
• Evaluate the impact of Customer Service
Methods of Assessment Assessment and Evaluation:
Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=242
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
CCMA Ireland Skillnet
FETAC Code D30151: Customer Service
Course Content Programme Overview
This programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Targeting Customers
• Principles of Customer Services
• Customer Contact Skills
• Setting and Monitoring Customer Services Standards
• Consumer Protection Legislation
• Specialist Option
• Developing a Customer Service Programme for Staff
Methods of Assessment Assessment and Evaluation:
Project 50%
Assignment (2) 50%

Project:
Candidates will be required to develop a customer service programme for a specialised industry, business or organisation and to deliver a service session / presentation on the programme developed.

Assignment 1
Candidates will be required to investigate and analyse customer service policy and practice in an organisation.

Assignment 2
Candidates will be required to select and apply primary market research methods to investigate and analyse the levels of consumer satisfaction in a specific area.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=245
Available to Job Seekers: 
Yes
Certified: 
Yes

Consultative Selling

Network: 
Outsourcing Skillnet
Duration 4 Days
Course Fee €595.00
Subjects Taught o Opening the Sales Call
o Customer Requirements
o Customer Behaviour
o Presenting Benefits
o Handling Objections
o Closing the Sales Call
FETAC Code 6N2054: Consultative Selling
Course Content This course is available in e-learning and classroom.

This programme is designed to provide participants with the necessary skills to enhance their personal selling skills and increase the rate of success during the sales process. Over five days our trainers will guide learners through the common types of customer behaviour and identifying the interpretation skills required to correctly identify personal needs, business needs and potential sales opportunities.

Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes Participants who successfully complete this module will be able to:
o Understand how to set realistic objectives
o Acquire the ability to open a sales call effectively
o Develop an awareness of how to analyse customer behaviour
o Acquire the skills to identify and present benefits of a solution that address the personal and business needs of the customer.
o Understand how to uncover and deal with customer objections.
o Appreciate the need for sales call closing strategies.
o Work effectively as a sales manager
Methods of Assessment Assignment (25%)
Skills Demonstration (75%)

Assignment
Compile report, based on the participant’s research, providing a clear indication of the learners understanding of the theory and their ability to understand its practical application.

Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes

Consultative Selling

Network: 
Irish Franchising Skillnet
Duration Completion over 4 weeks
Course Fee Price TBC
Subjects Taught Primary Units Covered
• Opening the sales call
• Customer Requirement
• Customer Behaviour
• Presenting Benefits
• Handling Objections
• Closing the Sales Call
FETAC Code B30154: Consultative Selling
Enrolment and Start Dates Comment Running on an ongoing basis 2012/13
Course Content On completion of the course learners will be able to:
•Examine the theories, strategies and components of a consultative sales process
•Analyse customer requirements through analysis of buyer behaviour theories
•Employ appropriate questioning and listening skills, in a range of consultative sales scenarios, to identify customer requirements
•Formulate product or service solutions to effectively meet client needs through the use of consultative selling skills and tools
•Provide solutions to customer problems, handling customer objections to buy, and close the sale
•Apply sales skills and techniques in a range of customer facing situations
•Exercise substantial personal autonomy in a range of sales or customer facing situations
Entry Requirements •Level 5 or equivalent qualification and/or relevant life and work experience
Further Enquiries Siobhan O'Callaghan
Tel: 01 291 1963
Fax: 01 293 8957
Email: siobhan@paramounthr.ie
Learning Outcomes Participants who successfully complete this module will be able to:
• Understand how to set realistic objectives
• Acquire the ability to open a sales call effectively
• Develop an awareness of how to analyse customer behaviour.
• How to overcome objections
• Ask for the business
• Remain professional to gain commitment
Methods of Assessment The course is assessed using
• Assignment (25%) Skills Demonstration (75%)
Available to Job Seekers: 
No
Certified: 
Yes

Executive Sales

Network: 
ISME Skillnet
Duration 2 days, 9.00am - 5.00pm.
Number of Places 15
Course Fee €350 ISME Members.
€450 non members.
No charge to job seekers.
Enrolment and Start Dates Comment Booking Essential
Contact liz@isme.ie
Course Content Aim:
The overall aim of this 2 day customer centred training programme is to equip participants with comprehensive skills, knowledge and competencies so that they can sell effectively into their respective markets.

Participant Profile
This course is targeted at persons in SMEs who are directly responsible for face to face selling. It is seen as particularly beneficial for sales staff who have had no formal training or for those who need a refresher.

Entry Requirements Work Experience
Further Enquiries Liz Carroll. liz@isme.ie. 01 - 6622755
Learning Outcomes On completion of this programme, participants will be able to :-
 Know and apply the inner game of selling
 Set and achieve stretch sales goals and targets
 Understand the importance of establishing and developing rapport
 Apply NLP techniques to the sales process
 Define different buyer types using the DISC Theory
 Apply the principle of contribution in the sales process
 Understand the framework for progressing the sale
 Create an effective elevator sales pitch
 Script and apply structured sales presentations
 Handle sales objections effectively
 Apply creative sales closing techniques
 Understand and apply winning edge theory
 Generate continuous referrals
Trainer Eugene Daly
Location of Course Waterford
Dublin
Cork
Course Web Page: 
http://www.isme.ie/searchlist-all-all-all-1-20.html
Available to Job Seekers: 
Yes
Certified: 
No

Cold Calling for Telesales

Network: 
ISME Skillnet
Duration 1 day
Dublin, 9.30am - 5.30pm.
Number of Places 12
Course Fee €215 ISME Members,
€295 non Members.
No charge to job seekers.
Enrolment and Start Dates Comment Booking Essential.
Dublin. Autumn 2013

Contact liz@isme.ie for dates.

Course Content Aim
The aim of this workshop is to help sales staff achieve a greater appreciation of the importance of cold calling and to become more effective in their ability to influence and communicate with customers using the telephone to grow sales. Participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills in using the telephone to overcome reluctance, deal with rejection and effectively cold call to make appointments and close sales.

Course Content
• Overcome reluctance, handle rejection and create opportunities through cold calls
• Become more assertive and successfully deal with gate keepers on the telephone
• Have the right attitude, create the right impression and make the connection
• Guide the customer effectively through each stage of the sales presentation
• Really listen and pre-empt customers’ needs through skillful questioning
• Use the right tone of voice, present the benefits and talk to customers in their own language
• Handle objections effectively and help customers make the right decision
• Learn to recognise buying signals and know when and how to ask for the order
• Work the numbers in cold calling – qualify leads, make appointments and close the sale

Methodology
This is a highly interactive and participative course with participants creating a personal action plan.

Entry Requirements Work experience
Further Enquiries Liz Carroll. Tel. 01 6622755. Email: liz@isme.ie
Trainer Call Focus
Location of Course Dublin
Cork
Course Web Page: 
http://www.isme.ie/training-page54311.html
Available to Job Seekers: 
Yes
Certified: 
No
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