Practical Team Building

Almost everyone works as part of a team. However, working together effectively in a team doesn’t always come naturally. When people do truly work together as one team rather than as a group of individuals, the results are so much better. using Tuckman’s team...

Customer Service

This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and...

Conduct an Appraisal

This session on conducting an appraisal aims to help you understand the characteristics of effective appraisals, and how to make sure that YOUR appraisals have them. It focusses on the structure and skills of effective appraisals, as well as considering the on-going...

Prepare for an Appraisal

Appraisals that are not prepared for properly tend to be of limited use, and turn into a form-filling exercise with all concerned feeling that they are waste of time. This session on preparing for an appraisal aims to help you understand the benefits that appraisals...

Overcome Objections

This session on overcoming objections focuses on handling the questions and concerns that customers have that makes them reluctant to buy. Objections are nothing to be worried about. They are a normal part of the sales process – people want to be sure that they are...

Close the Sale

This session on closing the sale focuses on how you can influence the customer to make a buying decision. Many people are afraid of ‘closing the sale’ because they feel it is about forcing customers into something that they don’t want. This is not true – closing the...

Make (Sales) Recommendations

This session on making recommendations focuses on the part of the sale where you advise the customer, and recommend or demonstrate products and services that you feel are best for them, based on what you have found about their wants, needs and preferences. Making...