Contact Us
Saturday, 5th December 2020

Training Materials & Courseware Resource

Login Form

No need to sign up if you have Facebook!

Facebook Login

                    ECABO

                   Accredited training provider

               quality  Certified Courseware

                    payment-method

Instant download training package

retails-sales-planing-and-forecating-training-material  
Retail Sales Planning & Forecasting
for only
Price: $199.95  $179.95

click for more details

que

Why buy our training course material packages

investw

Great value for a small investment

custow

100% customizable

customizw

Standalone modules can easily be added to enliven your training material

ideaw

Get new ideas for activities, exercises and games

 

Fun, competitive review game to end on a high note!

downloadw

Download and get it immediately

Click to read more....

Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 539.85 $ 349.95

My self assessment results

QUIZ NAMEPOINTS

myresultsLog in or join for free to see your latest self assessment results

call-toll-free-last

Communication Skills

Rapport = Results
Rapport is the key to success and influence in both your personal and professional life. It's about appreciating and working with differences.


Behavioral Styles
Understanding Behavior Styles will help you understand your style of communication and behavior as well as that of others. It will help you manage your relationships much more better both in your workplace AND at home.


Barriers to good communication
When the response from the receiver is not what you expected then some of the following barriers may have got in the way of the message.


Overcoming barriers to communication
There are a number of things you can do to overcome the common barriers to effective communication; Read this article to find out more


Asking Questions
Questioning allows us to gather information from others. When done skilfully this enables us to really get to the heart of things very quickly.


Levels of learning
Communication success in a customer care setting is achieved by recognizing that all customers have a particular level of learning. These levels of learning range from novice to expert, and they can be dynamic.


Communicate assertively
Assertiveness is all about your rights and other people’s rights as well. Developing one’s assertiveness depends very much on one’s ability to express these rights, in speech, in text and through appropriate non-verbal communication.

 

Passive Agressive Passive-Agressive Assertive
Face-passive Face-Agressive Face-Pass-aggress Face-assert

 

Assertiveness is all about your rights and other people’s rights as well. Developing one’s assertiveness depends very much on one’s ability to express these rights, in speech, in text and through appropriate non-verbal communication. In developing our assertiveness we will often have to be prepared to negotiate our rights to balance these with those of others.

It is widely thought that (and this is not an official study or survey done just a very rough estimate) that 85% of people on the planet are Passive and 10% are aggressive and only 5 % are assertive.

Lets look at the major characteristics of each communication style to get a better picture :

Passive behavior: Face-passive


-His Mission is to Please others
-Need to be Liked by others
-Eye Contact - Poor
-Communicates Indirectly
-Has Little or No Opinion
-Pretends Things Are Fine
-Avoids Confrontation as much as possible
-Seeks Comfort
-Hint about what they want and do not say it directly
-His greatest fear is - Never Getting What  he Wants

Agressive Behavior: Face-Agressive


Aggressive individuals are essentially selfish. They know what they want and like, and disregard the needs of others in satisfying their own needs.
Aggressive people think of themselves as superior beings. They think they are OK and the rest of the world is not. They voice their opinions and needs, and behave as if others do not matter.


-Their mission is to Control
-Need to be Right
-Eye Contact - Stare
-Communicates Directly
-Very Opinionated
-Nothings Ever Good Enough
-Thrives on Confrontation
-Seeks Tension
-Demand rather than say please when asking for something
-Their greatest fear is  - To Be Found Out

 

Passive- Agressive behavior: Face-Pass-aggress

Passive-aggressive behavior refers to passive, sometimes obstructionist resistance to authoritative instructions in interpersonal or occupational situations. Sometimes a method of dealing with stress or frustration, it results in the person attacking other people in subtle, indirect, and seemingly passive ways. It can manifest itself as resentment, stubbornness, procrastination, sullenness, or intentional failure at doing requested tasks.

 Passive-Agressive people want to get even and use trickery,seduction, and manipulation to get their way. Usually not as open as aggressive types, those who are passive-aggressive are often nice to your face and use behind-the-back techniques to get even. They attempt to gain control or get their way by using silent treatment, withdrawing affection and attention, gossiping, tattling, and refusing to cooperate. When asked what is wrong, they often say, “oh, nothing,” even though their body language or their behavior is clearly stating that there is something wrong. 

 Assertive behavior:Face-assert


-Complements others
-Values People
-Response-Able
-Problem Solver
-Solution Oriented
-Non-judgmental
-Great Eye Contact
-Congruent  ( What's said is confirmed and supported by body language and also congruent by always delivering on promises)
-Sees the Real Person
-Respect Rights
-Living Example
-Proactive & Fearless
-Never Complains
-On Time & Thorough
-Gives Opportunity
-Focus on Facts & Listens
-Gather Info Not Evidence
-Acknowledge Emotions
-Takes Ownership
-Confident & Accountable
-Humble & Appreciative
-State what they Want
-State what they Need

The assertive person is likely to look the other person in the eye, not by staring the other person out, which is very typical of the behaviour of the aggressive person, but by having a generally confident degree of eye contact. This is very important when it comes to interviewing and being interviewed. Sit or stand in a way that gives off a confident impression, i.e. not slouching or standing erect but in a comfortable but confident posture. This again is important in interviews. Speak in an audible fashion. Passive people tend to mumble, that’s one very good reason why they are perceived as passive. Aggressive people tend to dominate by letting the whole room know they’re there, Assertive people in many occasions repeat their message several times until it is acknowledged or appreciated.


THE ASSERTIVE BODY LANGUAGE

Facial Expression:
● Committed
● Concerned
● Interested
● Responsive

Posture:
● Upright
● Relaxed
● Open

Eyes:
● High eye contact

Speech and Voice:
● Direct
● Relaxed
● Friendly
● Well moderated
● Not strained

Gestures:
● Open
● Hands not raised above elbow
● Parallel shoulders

Levels of Learning

levels of learning

Communication success in a customer care setting is achieved by recognizing that all customers have a particular level of learning. These levels of learning range from novice to expert, and they can be dynamic. Each level of learning is a stage that every customer must pass through to reach expert status. You too are passing through these levels. It is important to LISTEN carefully for indications of the customer’s level of learning and to respond appropriately.

Level One    : Unconscious Incompetent
Level Two    : Conscious Incompetent
Level Three : Conscious Competent
Level Four   : Unconscious Competent


Level 1: Unconscious Incompetence
They are clueless, ignorant, at the very beginning of the learning process. The level 1 customers will be passive in helping to develop a solution and require you to take full leadership and resolution responsibility. Be patient with them.Provide information at a basic level. Since Level 1 support reps will likely not know the answer, they will mention information to customers that should not be discussed   (i.e., lack of training, private management/company issues, etc.)


Level 2: Conscious Incompetence
They are fearful, self-conscious and easily embarrassed as this is a scary place to be. They have a basic understanding of the product, but usually are still in a training mode. Some are afraid of sounding ignorant and will be apologetic. The Level 2 support rep will come across as sounding nervous.

 

communication-training-course-material

Instant download training package

Communicating with Clarity and Impact (Click to read more)

This high energy program focuses on the foundational communication skills: listening, asking insightful questions, and interpreting non-verbal communication (body language, voice tone).

price: $ 199.95  $ 179.95

 

Level 3: Conscious Competence
They are knowledgeable about most issues and procedures and are confident in their actions. Typically,the Level 3 customer will do some troubleshooting and investigating prior to contacting you. This is more of a collaborative conversation with joint troubleshooting and resolution. The Level 3 support rep will sound confident at all times and will demonstrate patience with customers at a lower learning level.


Level 4: Unconscious Competence
They are usually a power user or “guru,” and have forgotten how they got so smart or experienced. Level 4 customers do most of the troubleshooting themselves before they call for support, and frequently explain what the problem is before you start asking questions. Level 4 support reps are impatient and irritated with troubleshooting questions and can be difficult to talk to.

Asking Questions

types of questions

Questioning allows us to gather information from others. When done skilfully this enables us to really get to the heart of things very quickly.  It develops understanding and deeper relationships.  However, like listening it is a skill that we need to improve. And if you are a sales or customer service professional, asking good questions helps not only to know exactly what your customer wants, but also build better rapport with customers as well.

Types of Question:
There are really only two types of question, open and closed, but subordinate types can be used for specific purposes. Whilst no one wants to sound mechanical when asking questions it can be useful to be aware of the different types.

Open Questions
Usually start with words such as How? What? Where? When? Why? Who? Which? And cannot be politely answered by simply saying “Yes” or “No”. Try it.

They are used to engage people in a transaction and to draw information out.

Closed Questions
These usually expect the answer “Yes” or “No” and are good for establishing facts using words such as Do you ..? Will you ..? Can you ..? Is it ..?

They are leading questions but as long as they are not threatening, intensive or too challenging can help build co-operation.

Fact Finding Questions
These tend to be closed questions to establish facts - “How many staff do you have?” “Which is the best road to take from here?”


Clarifying Questions
You rephrase things so you understand better – “Am I right in saying …?” “Are you saying ..?”


Developmental Questions
These increase the amount of information you gather – “Can you expand ..?” “Could you give me an example ..?”


Testing Questions
These are used to assess a person’s position and are usually closed questions – “Is that important to you?” “What is your reaction to that?”


Mirror Questions
Repeating part of what a person has said to develop a clearere understanding of what they want.
“I could help you if I had enough materials.”
”Enough materials?”
“Yes. Paper, pens, computers …”


Closing Questions
Used to draw a discussion to a close or close a sale – “So, what’s the next step?” “Which colour would you like?”

If you are going to frame questions then you need to know that open and closed questions start with specific words...

  

Question Types – When to use them and when to avoid them

Question/response

Useful

Not useful

OPEN

"What happened ....." Encourages the individual talk.

 

 

Most openings

To explore areas and gather information

With talkative individuals.  Where discipline is required, or time short.

PROBING

"Exactly what happened next?".  Vital for detail; follows 'open' Q. to clarify what the individual means.

 

Checking information

Exploring emotionally charged areas.

CLOSED

"Was it delivered on Tuesday?"  Narrow; establishes specific points and facts.

 

Probing single facts

Gaining information in broad terms.

REFLECTIVE

 "You feel upset about the situation. Very powerful.  Repeat back verbatim the emotional content of a person's statement.

 

Problem solving.

Emotionally charged situations

Checking information and facts.

LEADING

 "I suppose you're sorry now are you?"  Invariably leads to the answer you expect.

 

Gaining compliance

Gaining information about an individual.

HYPOTHETICAL

"What would you do if...?"  Posing a hypothetical situation in the future.

 

Getting customers to consider new products, procedures or a solution to the problem

With individuals or situations need time to give a reasoned reply.

LINK QUESTIONS/SIGNPOSTS.

"That's interesting but I'd like to move onto look at ...."

 

To change directions

Can be used too soon before the topic has been satisfactorily explored.

MULTIPLE

String of questions/responses

 

 

NEVER

ALWAYS

 

Advanced Questioning:
It is possible to become even more focussed in asking questions.....this can be done by thinking about which category of question you want to use and then an appropriate question.

 

College Instructor Orientationn

Instant download training package 

New College Instructor Orientation (Click to read more)

Making the move from industry to classroom is difficult for many new college instructors. Your day is not your own anymore - each moment is about focusing on the adult learners in your classroom.

price: $ 199.95  $ 129.95


Categorising Questions

It seems that every sales or customer service training program includes a section on questioning.  Most people are therefore aware of the difference between open and closed questions.

Knowing the difference is a great start; using questions effectively at the right time and in the right way is another. To help focus on asking the right question at the right time – neither closed or open questions are ‘good’ all the time – try using this question categorisation technique.

The four categories are: WOQ NOQ TOQ SOQ

1.       WOQ Wide open questions

 These are the questions that get loads of information and get a conversation going.

e.g.  Tell me about your job?  How do you spend your time at the weekend?

 

2.         NOQ Narrow open questions


These questions focus on getting specific information. They can bring a one-word answer, so they can be like closed questions.

 

How much do you usually pay each month?

How hungry are you?

3.         TOQ Two option questions


Sometimes called alternative questions these must be used selectively in customer contact situations. Their use is to direct the answer you want someone to give you. 

Which phone are you going for, the Nokia or the Motorola?

Shall we have a Chinese take-away or fish and chips for supper?

 

4.         SOQ Single option questions


These are closed questions. They seek to get a Yes or a No answer and are used to confirm information or seek commitment.

 

Do you currently own a mobile?

 

Are you coming for a drink after work?

 

 

 

Putting it all together in a funnell  

 Deciphering the ‘true’ message relies upon the skills of listening actively / protectively and asking the right questions. ‘Funnelling’ is a tried and tested technique which can be used to get to ‘the heart of the matter.’

Funnelling Technique

The opening question gains a broad general answer. By listening for key words or feelings you seek more specific information by asking a probing question. The questioning follows progressively until you have a clear understanding and all the information you require.

funnell

The final stage is to summarise the information gained to ensure that you have a clear understanding. 

Colleagues who are quiet and unwilling to talk can be encouraged by using supportive statements, like 'that's interesting', or noises like 'Uh huh'.  Repeating key words also encourages the customer to give more detail, without you asking too many questions.

If you are faced with someone who does not stop talking and does not get to the point - ask closed questions. 


Related articles

Anger Management & Positive thinking

Practical Anger Management techniquesManaging anger successfully can make the difference between misery or happiness. if you're unable to manage your anger it can affect your life in many different ...

2013-02-07 19:21:03

Practical Anger Management

Managing anger successfully can make the difference between misery or happiness. if you're unable to manage your anger it can affect your life in many different ways, it can hurt your relationships ...

2012-02-02 00:23:36

Achieving Excellence through positive thinking

Achieving Excellence means you must have : OptimismOptimism is power. This is a secret that was discovered by all those who managed to succeed against great odds. Nelson Mandela, Ernest Shackleton, ...

2012-10-17 22:51:15

Anger Anatomy

We all recognise an angry face when we see one no matter where we are in the world, anger is one of those true universal emotions, anger is there in all cultures of the word and it is the outcome of ...

2012-02-15 20:43:05

5 Steps to feel better when you are feeling down

  This article outlines five ways that can  help you to be more optimistic , less stressed and adopt a more positive perspective in your life in general or towards specific ...

2012-10-17 13:42:16

Channeling your anger

One of the most successful ways to manager anger is to channel or redirect it.  it's not only that channeling your anger still gives you a way to vent and let out the anger but it also directs ...

2012-02-15 21:46:40

Are you an optimist?

What do you think is the one thing you need to be in complete control of in order to be optimistic?  Please read the following two stories first before answering this question. The travelers ...

2012-10-17 11:38:35

Mindswitch - Getting into the right state of mind

What is Mind SWITCH ?It’s Your Choice how to react  to every event in your life. SWITCH  creates a moment of choice between a stimulus and response, to a thought and Action. Instead of ...

2012-10-17 12:36:58

all courseware packages

No need to sign up if you have Facebook!

Facebook Login

Call us on our toll free

Sales excelllence series training package
Now get the complete
3 complete professional sales training programs
for only 

PRICE: $539.85 $349.95

How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



training materials questions

pp ads

Call Center excelllence series training package    
Now get the complete
4 complete professional Call Center training programs
for only  

PRICE:  $719.85 $449.95

Training Articles

13 Oct

Making a positive first ...

First Impressions are made up of:   7% the words you ...

Read details
15 Oct

Handling challenging ...

Presenting a Potentially Unpopular Decision Sometimes we can be faced with the task of ...

Read details
13 Oct

Improving your Tone of voice

Flat, monotone sound can be improved by adding three E’s – energy, enthusiasm and ...

Read details

Get all available programs and save !! 

For only $2995.95

 allcourses   +  all mini courses
30 Full Courses   6 Mini Courses 

 GET IT ALL NOW!

Most Popular Articles

13 Oct

Making a positive first ...

First Impressions are made up of:   7% the words you ...

Read details
15 Oct

Handling challenging ...

Presenting a Potentially Unpopular Decision Sometimes we can be faced with the task of ...

Read details
13 Oct

Improving your Tone of voice

Flat, monotone sound can be improved by adding three E’s – energy, enthusiasm and ...

Read details
   communication-negotiation-presentation-conflict-resolution skills
Now get the complete
4 complete training packages for one low price
 
for only

PRICE: $719.95 $449.95

Testimonials

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.Ultimately a fantastic workshop to either deliver or participate in.                                                                    

Nige O'Shea FIMI, Professional Inspirations Ltd. UK

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks, Trainer & Business consultant, San Francisco, USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of ...

Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality...

Alan Lloyd, Team Leader,EU Support to Civil Society Project

Contact Information

  • 12728 Mustang Rd Houston
    Texas USA 77057
  • (800) 561-9405

 TRAINING COURSE MATERIALS

 Full courses (1-2 day courses)

  Administrative Assistant Skills

  Anger Management

  Building High Performing Teams

  Business Etiquette

  Call Control

  Change Matters

  Coaching People For Better Performance

  Communicating with Clarity & Impact

  Conflict Resolution

  Creative Problem Solving & Decision Making

  Emotional Intelligence

  Find a way to say YES!

  Front Line Retail Selling Skills

  Handling angry and difficult callers

  Lead, Motivate & Inspire

  Marketing Essentials

  Managing People

  Negotiating for Results

 New college instructor orientation

  Passionate Retail Experts

  Pathways to service excellence

  Presenting With Impact

  Professional Selling Skills

  Retail Sales Planning & Forecasting

  Sales Management

  Sales Territory Planning & Routing

  Setting Others For Success

  Successful Telephone Debt Collection

  Time Management

  Train The Trainer

  Vision, Energy & Passion to Serve

  Workplace Diversity & Inclusion Training

 Mini courses (half day modules)

  Professional Business Writing

  Communication Skills

  Motivating People

  Professional Sales Questioning

  Sales Forecasting

  Ten Best Practice Customer Service Techniques

 

 

 Complete Packages

  Retail excellence series®

  Customer Service excellence series®

  Communication excellence series®

  Sales excellence series®

  Call Center excellence series®

  The Presenter-Trainer Package

 

 

  Get All Packages

(Get all available programs for one low price)