Making Every Client Contact Count Course Synopsis


Course Objective

• To give delegates an understanding of the various processes and the sub processes that may be used to develop or gain business

• To give delegates the ability to practice and master a number of the core skills required in this area and as such develop the individual’s confidence to use these skills where appropriate in the workplace

Who should attend?

Individuals who are expected to have face to face interaction with a firm’s targets and clients in a selling / business development capacity


Duration

2 days plus pre and post course activity

Format

The course is delivered in an interactive classroom style with various sessions using pre recorded audio and video materials, and all key learning areas will be reinforced using video role play

Accompanying Material

In order to assist in information retention, all delegates will receive the following materials:
• Credit card size process reminders
• A workbook containing training notes and handouts
• A DVD of their role plays

Course Size

In order that all delegates receive the appropriate level of attention we will limit delegate numbers to a maximum of eight people per course




Training Content

Part One
Preparing for a client meeting

Sales Psychology
Examines why people buy, and what can be done to influence the decision making process

Self-Projection
Identifying the importance of first impressions, how to ensure a positive impression is created at every meeting

Meeting Preparation
All areas of preparation for a sales meeting, and the most efficient methods of achieving them

Part Two
Opening meetings

This session will contain various videotape examples to demonstrate certain learning points, and will include a workshop for delegates to create a meeting opening statement

Meeting, Greeting, and Breaking the Ice
How to ensure all parties are comfortable at the beginning of a meeting to create the most appropriate environment

Creating an opening statement
Laying the foundation for the meeting, ensuring all parties agree its objectives, content, format and time frame

Part Three
Conducting Client Meetings

Qualification
Establishing why accurate information gathering is critical to any meeting, identifying the beneficial by-products of expanded qualification

Building Rapport
Examining how human relationships are built and developed and what can be done to enhance and control this process

Questioning and Listening Techniques
Identifying the benefits of different questioning techniques, and the impact of active and passive listening



Information Mapping
Identifying how to set a strategy, to ensure all the essential information is gathered to achieve the objective of the meeting

Summation and Closing
Bringing the first meeting to an end, ensuring that the desired objective has been achieved for all parties

Part Four
Delivering Proposals

This session will include a workshop where delegates to create their own sales arguments (reasons to buy from your firm, service line, and the individual)

Preparing the Proposal
What needs to be prepared when presenting proposals, the difference between a sales proposal and a detailed quotation

Features and Benefits
Developing an understanding of features and benefits and how to use them to create differentiation between your firm and your competitors, and how to match benefits to the prospective client

Sales Arguments
Understanding that to positively persuade a target to buy, we must be able to identify the reasons why they should buy from your firm / you / your product

Closing
Why it is important to close every meeting with all parties understanding and agreeing the next step. Also ensuring the next step closely matches our initial objective