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  • designing training – tips for trainers – from spearhead training
    have the job title but in reality have limited experience of actually designing and delivering training programmes Faced with this situation how should you start Here are some tips to help you 1 Start with the end in mind Training like so many business activities benefits from being well planned from the very start The trainer who starts to design a training course without fully understanding what the training is intended to change will waste a lot of their own time and their learners time too The feedback they get from the courses and workshops they deliver is likely to reflect that they did not meet the learners needs Often the problem arises because the training requester has not really thought about what it is they really want to achieve This is a common problem for training suppliers as they are often approached by an intermediary rather than directly by the training requester If the intermediary as is often the case doesn t know why the training is really required then their brief to you will at best be vague and in the worst case totally wrong It is your job as the trainer to help them clarify their vague brief into a concrete outcome They wouldn t go into a travel agent and say I want to go on holiday and expect you to book their ideal vacation You need as a starting point to know the intended destination for the training you have been asked to design 2 Understand where you are starting from Once you have identified the destination or training objectives to give them their proper name then you need to understand the starting point Who will you be expected to train What do they know already What can they currently do This information will allow

    Original URL path: http://www.spearhead-training.co.uk/blog/designing-a-training-course-part-1 (2016-02-18)
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  • customer service training - 5 Actions for effectiveness
    20 2015 With customers becoming more knowledgeable and companies fighting to retain and grow market share it is no wonder that providing customer service skills training to all employees is top of the list for many training departments Much effort goes in to arranging a series of customer skills workshops yet all too often these do not result in the changes in attitude and behaviour the senior management team want to see How can training departments make sure the training is truly effective If you genuinely want to change the way that your employees behave towards your customers it is worth bearing in mind the following five points 1 Well trained people cannot overcome poorly designed processes Critical to creating a truly customer focused workforce is ensuring that the systems and processes they use are designed to allow them to put the customer first Before any training intervention is made review the processes and change these to support a customer first approach 2 People need to be clear on what is expected A powerpoint presentation where you talk about how you want your customers to feel when they interact with your company will not be very effective in changing the behaviour of your employees You need to provide clear guidance on what is expected so people understand the behaviours they should be using with your real live customers 3 Practice makes perfect People need to practice the behaviours they need to adopt when dealing with customers if they are to change their old habits and become skilled in dealing with customers the way you want them to Use scenarios based on real life case studies maybe using members of the management team to play the role of your customers This can be a powerful way for your employees to practice

    Original URL path: http://www.spearhead-training.co.uk/blog/making-customer-service-training-stick (2016-02-18)
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  • persuading people - five sentence method - presentation skills
    Courses run with small groups for maximum individual attention focus on the things that matter to you World Class Tutors Our courses are run by experts with proven track records Exceptional level of post course support to maximise your return on investment Better Persuasion The Five Sentence Method March 11 2015 March 11 2015 If you are making a presentation to persuade others be they your customers or your colleagues then you should make use of the Five Sentence Method to present your case The basis of the five sentence method is that the lead in the arguments you use to persuade your audience the contradictory assertions you make and the conclusions you draw all takes place in five steps This presentation skills method has three main variants The three main variants of the five sentence presentation skills method that you can use These are The Chain Method In the chain method the five individual points that you make build on each other and are logically ordered The result is a five part chain of reasoning or proof that leads your audience stepwise to your conclusions For example 1 You have the problem 2 And want to make sure that 3 This will require an effort namely 4 But it will pay off because 5 The result will be The Rhombus Method With the rhombus method your talk or presentation has the geometrical form of a rhombus an introduction three arguments case studies examples or pieces of market research and a conclusion For example 1 My proposal is 2 3 4 There are three arguments in favour of this 5 That s why you should The Dialectical Method Using this method you cite not only contrary opinions but also the reasons given by the opposing or competing parties The conclusion

    Original URL path: http://www.spearhead-training.co.uk/blog/better-persuasion-the-five-sentence-method (2016-02-18)
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  • 5 Telesales Tips by Spearhead Training
    people make such little use of the telephone as an aid to selling The answer is because like many people they harbor a secret fear of the phone The reason for this is that they feel subconsciously that they lack the skills that will make them effective when using the telephone for making appointments or sales Your effectiveness on the telephone can be improved by first focusing on mastering the basic telephone techniques Review these five points they will help you train yourself to have a really good telephone manner 1 Prepare Before You Call Writing helps you to marshal your thoughts more efficiently Prepare a draft note of the key points you want to cover But avoid reciting a prepared speech in parrot fashion you should use your draft as a check list not as a script 2 Practice Your Introduction Often because of nerves people rush their introduction Even if we aren t nervous we still tend to rush giving information that is familiar to us Obviously a sales person is going to awaken the immediate displeasure of a potential customer if the latter has to ask twice who is on the line Make a conscious effort to slow down your introduction so you give your name and your company name clearly Record yourself making your introduction and check it is both clear and concise 3 Keep to the Point One of the main requirements for a good telesales manner is to keep to the point Our sales talk is likely to be more effective if we concentrate on combining brevity with easy to understand ways of describing what we are offering Beware of using jargon Be clear on what you are offering 4 Vary Your Delivery Make use of the basic rules of speech making during your

    Original URL path: http://www.spearhead-training.co.uk/blog/five-essentials-for-telesales (2016-02-18)
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  • Overcoming customer concerns by Spearhead Training
    is slight in order to close the sale There are five types of risk that may concern a new customer and so stop them from placing their order with you These are 1 Technical risk The customer is afraid that your product will not work reliably In these cases you could present neutral test results i e those collected by a neutral 3rd party Or you could show data that proves to the customer that you rarely get complaints about the product they are interested in If you can get a satisfied customer to demonstrate the product or organise a demonstration on the spot as this is a powerful way to prove that the technical risk does not exist A free sample or trial period so the customer can prove to themselves that it works can sometimes be helpful for closing sales in these situations 2 Financial risk All businesses need to ensure that they buy best this means getting the right quality of goods for the least amount of expenditure Your customer needs to be certain that the price of the goods you are offering corresponds to their value Financial risk can be particularly worrisome for customers buying high tech products The prices of these tend to fall with each new development so closing sales in these situations can be difficult for the salesperson as the customer wants to wait Some sales people offer price guarantees while others expand the terms of the warranty to reduce the financial risk for the customer 3 Physical risk Some products may be hazardous to use Customers who need to purchase such products will seek out those which are safest If the customer sees a danger of injury in using your product then invite him to training sessions or presentations on how to

    Original URL path: http://www.spearhead-training.co.uk/blog/reducing-risk-increases-sales (2016-02-18)
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  • self motivation - sales people - kindle book
    run by experts with proven track records Exceptional level of post course support to maximise your return on investment Self Motivation for Superior Sales Results March 30 2015 March 30 2015 In selling the results of your efforts are highly visible and your performance whether superior or just average easily measured Sales managers know their sales people need to be highly motivated to achieve superior sales results But sales people face many set backs every day the cancelled meeting the smaller than expected order a lost customer aggressive competitors so it is no wonder that even superior sales people sometimes find it hard to keep going If you want superior success in sales then it follows that you must remain positive despite the circumstances and a prerequisite for this positivity is an inexhaustible supply of self motivation There is a saying attributed to Confucius which many successful sales people consider the most important rule for their personal success Our greatest glory is not in never falling but in rising every time we fall In a sales position our motivation can fall many times There are after all many negative influences that can affect our mood Yet despite these negative influences the professional sales person must find ways to pick themselves up They have to do this so that they approach every client in a consistently positive manner Without this positive approach studies have shown they are less successful in closing sales Some sales people rely heavily on external motivators to pick them up and keep them going Whilst it is true that encouragement and support from your sales manager colleagues and your spouse is important you should not rely on this if you are to develop your full potential in a sales career Make yourself independent of others when it

    Original URL path: http://www.spearhead-training.co.uk/blog/self-motivation-for-superior-sales-results (2016-02-18)
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  • Effective jouney planning - active selling time
    proven track records Exceptional level of post course support to maximise your return on investment Why Journey Planning Is So Important March 26 2015 March 26 2015 Despite the rise of the internet and improvements in mobile technology there is still a need for sales people to visit their existing and prospective customers This means that most sales people spend a large amount of their time on the road Without effective journey planning a significant amount of selling time is lost The following worked example shows the problem field sales professionals face in creating more face to face selling time Taking away bank holidays weekends and the minimum holiday entitlement of 20 days per year there are 233 working days per annum If each working day is taken as being 9 hours long then this equates to 2 097 working hours per sales person per year Assuming the sales person travels 30 000 miles per annum at an average speed of 35 miles per hour then their total travel time is 857 hours per annum Therefore their available annual selling time is 1 240 hours From this we need to deduct rests and lunch breaks Assuming this is just 1 hour per day then annually this equates to 233 hours leaving 1 007 selling hours Professional sales people need to prepare for every customer meeting Assuming this preparation time is just 10 minutes per visit and there are 6 visits scheduled per working day then this takes away another 60 minutes per day leaving just 774 selling hours per year Invariably the sales person has to wait for the customer in reception say just 5 minutes per customer visit which equates to 30 minutes a day or 116 5 hours per year Leaving just 657 5 hours per year for

    Original URL path: http://www.spearhead-training.co.uk/blog/why-journey-planning-is-so-important (2016-02-18)
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  • Communication skills - selling - expressions to avoid
    matter to you World Class Tutors Our courses are run by experts with proven track records Exceptional level of post course support to maximise your return on investment Phrases to Avoid When Selling March 16 2015 March 16 2015 Some sales people have fallen into bad habits or have not been adequately trained and so unconsciously use expressions when talking with their customers that have the effect of reducing the customer s receptivity to their sales presentation rather than building it The following are particularly unfortunate expressions which show a lack of effective sales communication skills and are avoided by the professional sales person who has received communication training Negative expressions Saying cheap instead of good value expenditure instead of investment without risk instead of secure and expensive instead of high value Negative sentence construction a frequent use of the negative construction can result in negative associations in your customers mind It is better to say You are certainly aware that rather than the negative construction Don t you think that Implied dishonesty Suspicions about the veracity of your statements can easily be aroused by the use of phrases such as To be honest with you Quite frankly To put my cards on the table Insulting questions These can lead the customer to suspect that you think he is a little simple or down right stupid Do you understand Is that clear Over use of superlatives Avoid the use of superlatives such as healthiest best most recent etc unless these can really be justified Using such words indiscriminately leads to suspicion and represent wasted negotiating time The mysterious approach A certain person told me If a negative point is made the customer will certainly be provoked into asking Who told you that Misplaced condescension My dear fellow I really must

    Original URL path: http://www.spearhead-training.co.uk/blog/phrases-to-avoid-when-selling (2016-02-18)
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web-archive-uk.com, 2016-10-29