A customer centric organisation is one where the customer is the heart and focus of everything that you do.

However, too many organisations keep sales and service separate which creates "us" and "them" environments, not conducive for customer centric policies, processes, happy customer pipelines and relationships.

Service is how you keep your customer interested and "hot" for you and your products and services.  Service is a simple concept but when we put the wrong people in the right roles and don't have robust, clear and simple processes and policies for working with our customers, we end up with customer complaints and high levels of customer dissatisfaction which greatly undermines the work of the sales process and inhibits our sales funnel from filling up with new leads.

With our two separate programmes, we create a foundation for success that will help you  stay ahead of your competitors.

Sales Programme Objectives:

By the end of this workshop, you will be able to:

1. Recognise and leverage the changing sales environment and the opportunities it presents to you in your specific industry from transactional to trusted advisor status
2. Consciously leverage the science of selling; that's it's a natural part of what we all do  as humans everyday
3. Identify and work through the most common self-limiting beliefs we have about ourselves in the sales arena and how to overcome these to successfully sell
4. Apply the Sales Process to get clients cray for you, your products and services 
5. Learn how to research your ideal prospects by creating an ideal prospect profile
6. Create your prospecting list and build that sales funnel from existing customers to new customers who have never heard of you
7. Craft a series of Elevator Pitches:
   • Identify your unique selling propositions, dependant on your client and product or service
8. Learn how to pick up that phone, send that email and use social media to get appointments 
9. Learn how to use brain science to ask the right series of questions to discover the emotional buying needs driving all buying decisions
10. Create common understanding when presenting your solution that positions you as a trusted advisor with your customer
11. Recognise and reframe objections from being scary and negative to positive and productive, using a simple 5-step process 
12. Use negotiation techniques to get a win-win for both sides and close that sale
13. Apply the right close to your customer and situation for a strong end to your sales discussions 
14. Create a strong pipeline by "warm handing" your customer to those in your organisation who will be providing support throughout your customer's life cycle.

Service Programme Objectives:

By the end of this workshop, you will be able to:

1. Identify the importance of customer engagement within your organisation and the value they bring to your bottom line.
2. Identify the different types of customer within your specific business.
3. Identify what's working and what needs work within your customer experience journey
   
4. Identify the different classes and levels of customer needs and expectations in order to satisfy and exceed these
5. Identify your core company values around service and how these link to your service strategy
6. Apply the concepts of positive and professional communication with your customers and colleagues - including how to "profile" your customers for better outcomes
7. Identify the importance of teamwork within your organisation and the opportunities available for growth and development
8. Identify the four common roadblocks to customer service and how to overcome these so that your customers stay happy and become long-term advocates of your business
9. Learn to listen and question to get the heart of your customer problems
10. Turn the bad and sad into opportunities for deeper relationships and learn to differentiate the walkers from the talkers.
11. Implement strategies for when things go wrong - to get you back on track with your customers and keep them coming back for more.

I have always believed in and tried to live my life from a perspective of “The Power of Positive”.  We now know from science that we are 31% more productive in positive than in neutral, negative or stressed.

So, it’ll come as no surprise that my Signature Programmes tie this theme together, whether addressing management or team challenges.

Each of my Signature Programmes in the Power of Positive Series complement each other to form an entire programme. This cohesive framework has been designed to flow from one development topic to the next.