Susan Armstrong

Training Programs

All workshops are custom designed and developed to fit specific Client needs. Workshops and seminars range in duration from half day to five day sessions.

Sales

The Q.U.E.S.T. for Sales Success
Value Added Selling
Negotiation
Account Management
Presentation Skills
Tele-Sales Success

Some of our most popular programs:

The Q.U.E.S.T. for Sales Success

Sales have changed. The way we make sales calls has changed. Customers are more sophisticated, have more resources available, and increasingly, all products and services are becoming similar. The ability to position yourself in the market as unique is more in demand than ever. This workshop focuses on differentiating yourself from your competition through use of the Q.U.E.S.T. method.

The Missing Link….

Probe to uncover the need……Listen to identify the opportunity……Use feature benefit statements to sell the product.

We all know that effective probing and listening are important skills in a sales environment but do we always know what we are probing and listening for? This session will focus on what we are hoping to uncover by probing and listening. Identifying opportunities is the key! How do we interpret the answer to our question? Should we continue with our line of questioning or move on? Have we really uncovered all of the hidden needs? Is there an opportunity we are missing?

Power Negotiating

“I’d better give him/her what they want or I won’t get the deal”.
“If I don’t drop the price I’ll lose the sale!”

Sound familiar? If it does, you are more likely to be a hostage than a negotiator.
After completing this workshop you will feel more confident in understanding the art of negotiation. Power Negotiating is an interactive to assist you in developing techniques that help you regain your seller’s advantage in order to improve closing ratios and achieve better profit margins.

Customer Service

Customer Service Skills for Telephone Professionals
Powerful Professional Service
Managing Difficult Customers
Monitoring & Coaching for Call Centres
Stress Management for CSR’s
Tele-Sales

Some of our most popular programs:

Powerful Professional Service

How to provide exceptional service in today’s competitive environment.

The ability to provide exceptional Customer Service is one of the most desirable and important skills found in today’s marketplace. Often enough, the level of Customer Service your Company is able to provide is the only thing differentiating you from the competition.

Customer Service for Call Centre Professionals: Developing a Customer Focus

The quality of telephone skills in a Customer contact or Service situation is critical to the success of your company. In this interactive workshop participants will learn the Telephone etiquette and Interpersonal skills necessary to become a Professional Customer Service provider over the telephone.

Management/Communication

Improving Morale & Motivation in the Workplace
Managing Difficult Employees
Developing Teams
Facilitating Meetings
Management Skills
Coaching
Tele-Sales Success
Effective Communication
Training Managers to Train

Some of our most popular programs:

Improving Morale & Motivation in the Workplace

Attitude, Communication, Teamwork.
It sounds simple, but these three behaviours have the power to influence the work environment either positively…. or negatively. In this workshop, you will focus on developing the necessary skills to reduce conflict and tension in the workplace while learning tools and techniques to positively influence others.

Training Managers to Train

Designed for Directors, Managers, Supervisors, Human Resource Professionals, or anyone who is required to disseminate information in order to assist employees in acquiring new information, techniques and skills. Training is used whenever knowledge about content or processes needs to transfer from the expert to the learner.

Coaching for Performance Improvement

Management is both an art and a science. This workshop addresses the art of management. Coaching for Performance Improvement shows Managers how to improve the performance of individuals and teams through the use of coaching.

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