Contact Us
Saturday, 19th September 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

communication-training-course-material  
Communicating with Clarity and Impact
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

Being efficient in conversations with customers is based around getting two fundamental aspects right – the direction of the conversation and the control of the conversation.

The direction of the conversation is about using specific questions to guide the customer through the conversation, getting all of the relevant information from the customer and cutting out anything that is irrelevant. Direction allows us to signpost for the customer when we are taking their enquiry, influences what we are doing and why we are asking them certain questions.

The control is about ensuring the customer that we are in control. By using signposting and questioning, we demonstrate that we are in control and the customer understands that we are working towards resolving their enquiry.

To proactively manage our customer’s conversations, we can use the Proactive Contact Management cycle. By combining our customer service or communication skills (questioning, listening, positive language, building rapport etc) with this cycle, we can be more efficient in the way we manage our conversations and more efficient in the service we deliver. The Proactive Customer Management cycle has four key elements:

1- Signpost

2- Question

3- Listen

4- Acknowledge

To undestand the concept of Proactive customer management better , listen to any conversation between a sales/service agent and  a customer and ask yourself the following questions:

- Who is controlling the situation ? / What evidence supports this?

- Who is asking the majority of questions in the conversation? /What is the impact of this?

-What is the customer feeling about this ? what evidence supports this?

- How is the sales/service representative dealing with this conversation? What evidence supports this ?

- What could the sales/service representative do to improve this conversation ?

 

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

 

What do we mean by Stating/signposting ?

By signposting the direction of the conversation, we are indicating to the customer that we know where the conversation is going and that we are controlling the conversation.

If we signpost the conversation, the customer:
• Understands where the conversation is going and the direction of the conversation
• Understands why they are being asked certain questions
• Has confidence that we are taking them on the journey of answering their enquiry

How do I signpost?

The meaning of signposting is holding a sign to give guidance and direction. To signpost when you are communicating means to give guidance to the other person by giving the information in more organized chunks to make it easier for the other person to understand your complete message. Signposting means using words like First, then you explain the first thing you wish to communicate. Then Second then you start explaining the second thing you wish to say. ..etc.  Its as if you are holding a sign to give better guidance to the other person and make sure they understand you message without any confusion.

 If we DO NOT signpost the conversation, the customer:
• May not have confidence that we are taking them on the right journey to answer their question. 
• May be confused as to why we are asking them certain questions
• Is unsure as to whether we have really understood their enquiry or not. 
 

Questioning

Every time we give the customer information, advice or respond to their question, this should be followed by a question that will invite the customer to speak.
If we ask the right questions at the right time, the customer:
• Will be engaged to either provide information, think about what has been said or confirm their understanding
• Will know when the right time for them to speak is
If we DO NOT ask the right questions at the right time, the customer:
• Is left to drive the direction of the conversation
• Has to think about what they need to know next
• Is not sure if they have been given all the right information
• May try to interrupt or talk over you as there is no clear place for them to speak
• May wait in anticipation to speak and there will be silences
• Will be on the phone for a longer period of time as it takes longer to reach a conclusion
 

Acknowledge

It is important to acknowledge what the customer has said so they know we have understood and that we are able to help them with their enquiry. If we acknowledge what the customer has said, the customer:

• Will feel comfortable that we have understood what they have said
• Will feel confident that we can help with their enquiry

If we DO NOT acknowledge what the customer has said, the customer:

• Will wonder whether we have listened to/understood what they have said
• Will be anxious as to your level of understanding
• Will be concerned as to whether we are answering their enquiry in the most suitable way

Tips for Proactive Customer Management:

- Always use the proactive customer management cycle
- Always SIGNPOST where you are taking the conversation
- Every time information, advice or a response is given to the customer, follow this by a QUESTION to invite the customer to speak, gain further information or confirm understanding.
- Actively LISTEN to the customer at all times to ensure you understand exactly what they need.
ACKNOWLEDGE what the customer has said or how the customer is feeling and reassure them you can help them with their enquiry


Related articles

Conflict Resolution, Influencing & Negotiation skills

Negotiating - Dealing with conflictIf two drivers meet in a narrow lane and neither will back up, the situation can easily develop into conflict. Resolve conflict nowConflict is a fact of life, it ...

2013-02-10 13:53:37

Mediation and Arbitration

Third party intervention is not uncommon, when a conflict that must be resolved somehow happens and all else fails then conflict resolution third party interventions are needed, below are ...

2012-02-23 08:45:22

How to disagree Agreeably

To Communicate assertively means having your own views. Since others will also have their views, this means that occasionally there will be disagreements. Following a simple step-by-step ...

2012-11-05 23:01:47

The 4 keys to influencing others

Based on best practice, there are four major keys or components a manager must be aware of to successfully influence his/her subordinates and convince them why they must achieve a certain task or ...

2012-10-16 11:16:40

Negotiating and Dealing with conflict

If two drivers meet in a narrow lane and neither will back up, the knowledge and skill required in such situation will be how to modify one or both of the drivers’ behaviour to resolve this conflict. ...

2012-10-17 09:02:58

Influencing do's and dont's

Influencing ‘Do’s’ 1. Put your main effort into trying to understand the other person. 90% of the time, influencing goes wrong because we put all our effort into expounding our own ...

2012-10-16 13:23:17

Reacting to conflict

People respond differently to different conflict situations. Not only that but the same person can respond differently to each conflict situation he/she is faced with depending on the type of ...

2012-02-22 20:05:08

Cost Vs Benefit of conflict

Defining Workplace ConflictA condition between or among workers whose jobs are interdependent, who feel angry, who perceive the other(s) as being at fault, and who act in ways that cause a business ...

2012-02-21 10:06:00

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

04 Feb

Advice from giants of sales

John Henry Patterson He invented the fundamentals of modern selling as a definable and ...

Read details
05 Nov

Using Internal Vs External ...

Using Internal Vs External Trainers It is difficult to generalise about how it is ...

Read details
04 Feb

Grow Service Model

Questioning is an essential skill for being able to provide excellenct customer service, ...

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

04 Feb

Advice from giants of sales

John Henry Patterson He invented the fundamentals of modern selling as a definable and ...

Read details
05 Nov

Using Internal Vs External ...

Using Internal Vs External Trainers It is difficult to generalise about how it is ...

Read details
04 Feb

Grow Service Model

Questioning is an essential skill for being able to provide excellenct customer service, ...

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)