Growth in Motion

          

Sales & Service

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Programme Outline

Customer service is at the core of every business, and is about leaving others with a sense of ‘having had a great experience’, regardless of what it was that they required - this requires emotional and professional skills, but most importantly, the wish and attitude to really want to make a difference. Customers fall under the category of peers, superiors, colleagues, suppliers, business stakeholders and business clients.

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Negotiating is a fundamental fact of life at any level. Whether you are working on a project, in sales, or fulfilling support duties, this workshop will provide you with the comfort levels to negotiate with both internal and external clients.  

It includes techniques to promote effective communications, and gives you the techniques for turning face-to-face confrontations, into side-by-side, problem solving.

People who can master the art of negotiation find they can save time, money and develop a higher degree of satisfaction with customers, stakeholders, staff, and will earn greater respect in the workplace, which will contribute to business success.

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Good relationships start with good people skills. We need to build and maintain relationships in the workplace, business, in sales, projects, and in our professional circles. For instance, you will benefit from building relationships with stakeholders, customers, and colleagues, as these are the people who have a direct impact in your success or failure.  Building and maintaining good business relationships, will ensure that people are more engaged and committed to the organisation. Building business relationships will also support you in developing a global network, which will contribute to achieving your strategic objectives and business success.

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Programme Outline

The Sales Manager is solely responsible for the performance and success of a sales team. The role of the Sales Manager also contributes towards revenue, and the achievement of strategic objectives and goals, of a business. Equipping yourself and your sales team with the techniques of sales management is the best investment for your company.

In today’s competitive environment, sales performance goes way beyond product knowledge and customer service. Remaining relevant and upto-date with market trends, organisational brand, and global industry developments, is fundamental to boosting sales performance and achievements.

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Human nature has taught us to divide our needs into two categories, must have and nice to have. However, by categorising needs in this way, we could miss out on opportunities.  Once we achieve a must have goal, the tendency is to move on to the next milestone, postponing the nice to have goals to a future date when we will have surplus funds or more time. Yet, the very goals we reschedule could generate that surplus or create the extra time we need.

Practice management is a must have – yet, practice management is often deemed a nice to have. For many sales people, the need to see clients and ensure an immediate income stream, takes precedence over the longer-term planning and other activities involved in practice management. But beware. This short-term approach has inevitable consequences. For sustainable and profitable business - the solution lies in adopting best practices.  Look beyond operational issues - we tend to consider day-to-day processes as the essence of practice management.

Your programme must also address the long-term strategic issues essential to your business continuity, like business planning, risk management and succession planning.

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Programme Outline

The Sales Cycle brings together the critical knowledge, skills and activities required for successful professional sales. Training and development focusses on these critical areas. The Cycle means that the purpose and significance of all development work is always clear.

Content

Six key activity areas make up the Cycle itself.

NOTE: It may be that certain areas are stronger requirements for some sales roles than others, but from the Business’s point of view all the elements must be in place and all role players should understand how the elements fit together.

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