1594 Courses in Bradford

If you're looking to move to the next level in your career in sales, then understanding how to maximise your sales results, using a consultative and structured approach, will be key to your success. In order to develop the competitive advantage that enables you to stand out from the crowd, it is important to understand the tools and techniques to take your selling to new heights and build the confidence to apply them in work-based scenarios. We have developed this programme to be practical, fun and interactive. Learners will gain a range of practical skills that they can take back and apply to the workplace straight away, that will have a positive impact on sales and customer satisfaction. This course will help participants: Develop a structured and client-focused approach to creating high quality sales opportunities and account growth Learn persuasion and influencing skills to better define needs and develop opportunities Understand how to have better sales conversations, presentations, and proposals - leading to higher order value and increased sales Develop advanced sales questioning skills and techniques; understand the importance of listening Understand how to add value at all stages; plus gaining competitive advantage Develop proven ways to overcome and reduce price pressure Know when to use options and upselling when presenting products and solutions Develop techniques and skills for improved negotiation and closing 1 Advanced Selling - How to Increase your sales results Review of pre-course data and questionnaire The AVC model of increasing your sales results Creating a sales growth plan to achieve higher sales targets Mapping the accounts and products for targeted growth 2 The Four Cs to structure a sales call Research before the meeting or call; setting objectives, planning and preparation How to gain instant rapport and taking control - including online meetings Qualifying and initial questioning skills Creating an agenda and first-meeting structure: Four Cs Planning and practice sessions 3 Building bigger and better sales opportunities How to use questions to 'build' more opportunities Learning and using high-impact and third-level questions Advanced sales questioning techniques: five questioning techniques Qualifying and gaining commitment to the next stage Planning and practice sessions - advanced questioning skills 4 Presentation and persuading skills best practice Compelling benefits and reducing perceived risk - key messages to deliver Helping the customer choose your proposition by using options Professional and effective presentation skills Writing compelling sales proposals that improve your conversion rate Planning and practice session - presenting your solution 5 Overcoming concerns and client questions Proven techniques for answering client objections and concerns How to isolate, prioritise and answer objections, including price Overcoming delay and procrastination Planning and practice session - answering client concerns 6 Gaining commitment and closing the sale Knowing when to close for commitment How to ask for commitment professionally and effectively Key negotiation skills around the closing process - getting to 'yes' Checklist of closing and negotiation skills Practice session

It is essential that those charged with responsibility for credit control and debt recovery have a full appreciation of the relevant law: no-one can negotiate effectively to recover a debt if they don't understand the ultimate sanctions they can apply. This programme is designed to give them a practical, up-to-date understanding of the law as it applies to your particular organisation. This course will help ensure that participants: Understand the relevant laws Know how and when to invoke legal processes Avoid legal pitfalls in debt collection negotiations Specific, practical learning points include: Definition of 'harassment' How to set up an in-house collection identity Whether cheques in 'full and final settlement' are binding The best steps to trace a 'gone away'... and many, many more. 1 Data protection and debt recovery There are a whole range of things which can be checked on members of the public and which are not affected by the restraints of the Data Protection Act. These will be explained in simple, clear terms so that staff can use this information immediately. 2 County Court suing The expert trainer will show how to sue for money owed, obtain judgment and commence enforcement action without leaving your desk. This module is aimed at showing how to make the Courts work for you instead of the other way around! 3 Enforcement of judgments There are many people who have a County Court Judgment (CCJ) against their debtor but who still remain unpaid. This session explains each of the enforcement methods and how to use them to best effect. Enforcement methods covered include: Warrant of Execution Using the sheriff (now known as High Court Enforcement Officers) Attachment of earnings Third Party Debt Orders Charging Orders (over property and goods) Winding-up companies and making individuals bankrupt 4 Office of Fair Trading rules on debt recovery Surprisingly few people are aware of the Office of Fair Trading rules on debt recovery and many of those that do know think they don't apply to them - but they do. Make sure you know what you need to! 5 New methods to trace elusive, absentee and 'gone away' debtors Why write the money off when you can trace the debtor and collect the money you are owed? 6 Credit checking of new and existing customers It makes sense to credit check would-be, new and existing customers to evaluate the likelihood of payment delays or perhaps not being paid at all. This session shows a range of credit checking steps, many of which can be done completely free of charge, including a sample credit application/ account opening form. 7 Late Payment of Commercial Debts Regulations Do your staff understand this legislation and how to use it to make people pay quicker than ever before? The trainer shows how. 8 The Enterprise Act The Enterprise Act made some startling changes to corporate and personal insolvency. What are the implications for credit control and debt recovery within your organisation?

When managers have too many decisions to make, it can have a serious impact on the speed and efficiency of the organisation. When those decisions are commercial ones, the results can wreak havoc with the bottom line. Often the problem arises when those below them or in operational areas of the organisation aren't equipped or allowed to make a decision for themselves. Issues get passed back up and that wastes time. This programme provides a solution, giving your entire team the skills to: And most importantly, they'll be able to do this in line with the broader aims and commercial objectives of the business. By the end of the programme participants will be able to: Fully appreciate the importance of effective decision-making in business Use the five-step 'Stop, Think, Act!' decision-making process Stop leaping to conclusions Really understand the situations and decisions they are dealing with Identify good options Evaluate those options Make decisions and then put them into action Apply these tools and techniques to all their decisions in future 1 Understanding the business we work in What are the critical factors in our business? What is the SWOT analysis for our business? 2 Understanding what decision-making is 3 Background Culture of 'having to be doing' To change things we have to think about it! We are paid to make decisions! 4 Recognise the opportunity to make a decision 5 The 'Stop, Think, Act!' technique 6 STOP! Recognise the opportunity to make a decision Don't leap to conclusions Get ready to think Initial questions:Is this my decision? (Do I have the authority?)Who is this going to affect? (Do they need to be included?)When do I need to make the decision? (What's the timeline?) 7 THINK! The 3 Cs - making sure we understand the decisions we have to make What is the context of this decision?What is the overall situation?Why is this decision important?What do we need to achieve?What will success look like? Do I have clarity about the decision I need to make?Can I write it down?Can I express it clearly in two sentences? What are the criteria?What are the critical commercial factors that we will use to select our options?What will we use to measure the business success? 8 ACT! Identifying options What data do I need to collect?Issues with today's overloadIdentifying what will help you Select optionsHow many options?Must match your criteriaMust achieve success'Decision compass' exercise Analyse optionsTabular methodRisk analysis (likelihood v effect)Head, heart and gut (is there any organisational history/bias that we are up against?) Making your decision Taking it to actionFirst actionsPlanning how to make it happen

EQ is a pattern of how people's biases in their thinking leads them to think one choice or thing is better than another, as well as their clarity in differentiating within those biases to exercise clear and sound judgement. Where your thinking and responses lie within your biases spectrum, and your ability in adjusting to the situation you find yourself in, will determine responses equating to poor or strong Emotional Intelligence (EI). This course will enhance and promote the skill set necessary for any working leader or manager, allowing our in-depth emotional intelligence knowledge to be applied into your working environment. From an employer's perspective, this award can be a significant long-term return on investment by further developing your leaders and managers. What Does This Course Offer? Our program offers an EQ-SWOT™ assessment and EI Model in detail, and through activity and discussion we explore how applying and possibly adjusting, you may offer an improved Emotional Intelligence. Our learning experiences are successful because the outcomes are quickly embedded and demonstrate an immediate visible impact on the day-to-day working environment. Our engaging learning inspires employees to want to personally add value to the companies they work for. We also offer our Paradigm EQ-SWOT™ online assessment and report as a frame of reference within the program. This assessment should be completed before attending the program, and will be expanded upon during the program delivery. Course Content The Emotional Intelligence for Today’s Leadership and Management course covers the following topics: What makes EI so important within the workplace Self-Awareness and your EQ Profile The EQ unpacked Unconscious Bias & EI How to develop your EI quotient Accreditation Activity Our accredited tutors deliver training that encourages delegates to confidently and practically apply all they have learnt as soon as they get back into the business. To achieve this award, delegates need to prepare and deliver a 3 minute presentation* on the highlights of their learning and immediate application avenues when back in their working environment. *Participants will be given 30 minutes during the program to prepare for their 3 min presentation at the end of the program. Scheduled Course Dates Unfortunately this course is not currently scheduled as an open course as it is primarily run as an in-house programme. For more information, please contact us. In-House Courses This is our own management training course which has been developed and refined over the many years we have been providing it to delegates from organisations in virtually every industry. This means that the course syllabus is extremely flexible and can be tailored to your specific requirements. If you would like to discuss how we can tailor this management training course for you and/or run it at your premises, please contact us.

The need for key staff to have commercial skills is paramount, as the public sector is increasingly opened up as a commercial market, in which organisations compete against each other and the private sector for contracts. Generating additional income and being commercially aware is vital for this to be a success, and is what many public sector organisations are looking to do. This programme will help you: See commercial awareness as not just another skill-set, but as a different mind-set Use a variety of tried-and-tested commercial, analytical decision-making techniques and tools Define your commercial objectives Develop a strategic focus Start looking at service clients as market segments Analyse, in a competitive context, your service offering Plan a commercial strategy, prepare for its implementation and see it through to execution 1 What is commercial thinking? Understand what it means to be a commercial thinker Identifying commercial opportunities often involves not only a different skill set but also a different mindset; looking at the services that you provide 2 Defining strategic commercial objectives Defining your key commercial objectives Prioritising your strategic objectives Two key strategic planning tools:Resource and Competency MatrixPESTLE How to apply these tools to your particular situation 3 Developing a strategic focus Decision-making on how to compete in the markets identified by your strategic objectives requires a strategic focus Developing strategic focus A tool for helping you to make those decisions: using the Ansoff Matrix 4 Defining customer targets How to think more commercially by understanding who all your customers are and how they differ from each other how to apply the principles to your areas to identify the type of customers you have and their key characteristics - Customer segmentation Who are your customers? How do their needs vary? - Scenarios 5 The competitive market place Understanding the competitive forces at play Different types of competition Analysing your competitive environment using Porter's 5 Forces model 6 Meeting stakeholder expectations Two simple models to help you identify the key stakeholders who could influence your commercial environment How to use your stakeholders to help you achieve your commercial objectives 7 Implementation - systems, structures and processes Effective commercial activity involves working with others to implement ideas and strategies What do you need to have in place before you implement your commercial strategy? How to health-check your organisation prior to implementation using the McKinsey 7S framework 8 Implementation - people and culture A good commercial strategy only works if the people involved buy in to the ideas and if the culture of the organisation is conducive to the effective implementation How the latest thinking in behavioural economics can help you develop your culture and people to work commercially 9 Tools and checklists Be more commercial within your sphere of influence using a commercial checklist to help you Using the checklist as a benchmark against the most commercially aware organisations Using the checklist as a health check - both corporately and individually

Most organisations and businesses are trying to navigate the best way back to a functional working framework. But two things need to happen - 1. The working practices need to be efficient, sustainable and compatible for meeting the demands and needs of the organisation; it’s clients, it’s workforce and it’s Leaders 2. The culture needs to be welcoming, authentic and supportive otherwise there will be disenfranchisement and potentially a churn of staff and loss of talent What has been proven to be a very successful approach to mitigate the dangers of demotivated team members and poor efficiency levels is a bespoke ‘Ushering the Team Back to the Workplace’ workshop. Programme Outline Below is a template of an actual Programme that has been delivered very successfully for clients such as the NHS; Claranet; Jotun Paints & Workspace. This, however, can be modified to suit any group or size. It will be designed to reflect the Organisation’s preferred Hybrid working framework and communication systems. The options of having the innovative Real Play technique to help handle delicate conversations is especially effective. The biggest gain is to reconnect the relationships via the activities and exercises, which would be selected carefully. Key commitments and buy-in is always the priority outcomes - which this programme will help deliver in just 1 day. The objectives include: Making the transition back to working as a collaborative team Enhancing the Leadership skills of the team Reviewing/establishing the Hybrid working protocols Galvanising the Team spirit Maintain inclusivity among full-time; part-time and Region based team members Energising and motivational Fun! Exercise – Round the Bend The team are to follow the instructions delivered as they walk (and jump) through the route – always keeping a safe distance apart. The instructions become more complicated as they progress. Debriefing points: Dealing with Change Attention to Detail Adapting approach Optimising results Exercise - Number Crunch (3 x Cohorts of 12/13) The team must be effectively led and motivated to work as one unified group to reach their objective of visiting each numbered location within a very tight deadline. Debriefing points: Support and co-ordination Strategy and planning Adapting approach Optimising results Tutorial – Team Dynamics Tuckman model Phases of Development towards Maturity Exercise - Juggling (3 x Cohorts of 12/13) The group(s) will be invited to optimise the number of ‘clients’ (juggling balls) they can manage at one time. This involves devising a sequence between the group to achieve maximum results without making any mistakes. We introduce different balls which represent different degrees of complexity, challenging the group’s preparation and approach to a variety ‘customers’ needs. Debriefing points: Ensuring effective communication Clarifying the approach for dealing with the unexpected Setting expectations and reviewing delivery Treating every colleague with care and respect Tutorial - Email Etiquette The primary standards – best practices ABSURD model Preparation and planning Top Tips World Cafe The team are split into 5-6 sub-groups – each with a specific review focus:- What recommendations do you have to engage the team back into the Workplace? How do we ensure the framework is efficient? What are the best ways to optimise team working strategically when most/all team members are in the office? What potential barriers are there? How do we accommodate for the Regional team members? What are the benefits to bringing the team back to the workplace? Each session has 2 – 3 rounds with each table’s ‘host’ sharing feedback for applying to the Team Action Plan – or Charter. Debriefing points: Each Syndicate’s recommendations and capture the key actions they generate 'Real Play' We offer an innovative solution to bring real Leadership/team scenarios to life. We use actors who improvise scenarios which have been specified by the group. The group is split the group into 2 sub-groups, one with the Actor, the other with the Trainer. Each group has a brief and has to instruct their Trainer/Actor on how to approach the scenario supplied. The Actor and Trainer perform the role play(s) as instructed by their respective teams; however, during the action they can be paused for further recommendations or direction. The outcome is the responsibility of the team(s) – not the performers Assign 24 x ‘Directors’ (4 for each Player – Phil & Julia – for each Real Play. Potential Real Play Scenarios: Engaging with a team member as to how the new working plans will be applied. Overcoming concerns to the new working practices/framework Addressing issues where a team member feels excluded from the teamworking practices/culture Debrief the Programme Individual Action Plans Team Priorities for application into the workplace

This very practical workshop has a simple objective: to help you prepare, design and deliver memorable and high-quality presentations. This programme will help you: Use a proven, structured tool-kit when designing and developing presentations Benefit from short cuts and best practice when designing and using Powerpoint presentations Select the right information, examples, exercises and activities - and use them well Prepare and structure a presentation or session appropriate to the audience, and to best achieve your objectives Maintain audience or group interest Develop and practise presentation skills to improve your voice tone, speech power and body language Use practical methods to control nerves and anxiety - develop higher levels of confidence and credibility Command a room, hold attention and create a high impact 1 Introduction Personal objectives Key messages and learning objectives of the workshop 2 Presentation skills What does good look like? Exercise: Characteristics of high/low impact presentations Presenting yourself as a 'winner' The energy / attitude model Exercise: Being a winner 3 Preparation skills - eight steps to preparing a great presentation, plus Powerpoint tips •The magic circle• How to 'assume the role' when presenting• The eight steps• Step 1 - develop your objectives- The five questions that you must answer before preparing your presentation- Defining your objectives and outcomes- Creating a first draft- Step 1 exercise• Step 2 - analyse your audience- Doing your homework: audience, event, venue- Developing a pre-event check-list- Methods and means for researching your audience- Step 2 exercise• Steps 3 and 4 - structure the main body of your presentation and state the main ideas- Ways to structure your presentation for maximum impact- Balancing and managing content and topics- Organising your information: 6 options and methods- Your 'one main point' and creating a 30-second summary- Steps 3 and 4 exercises• Step 5 - decide on supporting information, using the toolkit- Making your case convincing: ways to support your claims- Selecting and using relevant and interesting examples- Quotes, case studies and printed material- Presenting statistics, tables and graphs- Ways of maintaining visual interest- Transitions and links, creating a 'golden thread'- Step 5 exercise: Creating compelling stories and anecdotes4• Step 6 - create an effective 'opening'- Claiming the stage and creating a good first impression- The three most powerful ways of opening a presentation- The five elements of a strong opening- Step 6 exercise: Participants work individually to prepare an opening, focusing onpersonal introduction, and then deliver to the group, with structured feedback• Step 7 - develop transitions- Step 7 exercise / examples• Step 8 - create an effective close- Signalling and sign-posting; the importance of, and how to do it effectively- Five ways to close a presentation successfully- Step 8 exercise / examples• Presentation design and Powerpoint- An interactive review of participants' own real-life past presentations and advanced tipsand techniques on using Powerpoint effectively 4 Facilitation skills The three main types of group activity - triads, teams and main group How to select the right activity, define the objectives, set it up and run the debrief Using energisers - with examples Exercise: Dealing with 'difficult' behaviours Exercise: Working in triads, design and deliver 5 Tips and tricks: presentation and facilitation 10 reasons why facilitation fails Five golden rules for success Defining the session goals and the facilitation plan Open and closed questions - why and when to use Using a 'car park' to manage unresolved issues Using AV aids - tips and tricks Exercises: Including participants working in pairs to prepare a short section form of one of their own presentations 6 Putting it all together Summary of key learning points Action plan

The aim of this course is to provide an overview of the principles and practice for leading and managing a portfolio of smaller projects in a multi-project / multi-task environment. It presents a range of practical methods and techniques relevant to the smaller project scenario, using exercises and case studies to show how these can be applied. The scope of the programme includes: The course also emphasises the importance of the leadership and team-working skills needed by project managers and team members in carrying out their roles. The principal training objectives for this programme are to: Explain and demonstrate the key principles of successful project management Demonstrate a range of useful project management tools and techniques Define the role, and help participants understand the skills required by, the project leader Provide a structured framework to help participants manage multiple projects Identify opportunities to improve project management within the organisation DAY ONE 1 Introduction (Course sponsor) Why this programme has been developed Review of participants' needs and objectives 2 Managing smaller projects Projects and project management Lessons from past projects; the essential requirements for success Differences between projects; characteristic project life cycles Key issues and challenges of smaller projects The multi-project world; project portfolio management 3 Project exercise Syndicate teams plan and manage a small project Review of the project exercise: What are the keys to successful management of small projects? 4 Setting up the project Getting organised Managing the definition process Identifying and managing project stakeholders Working with the customer to define the scope and agree deliverables 5 Case study 1 Defining the project scope and deliverables Syndicate teams define the scope and deliverables for a typical project 6 Project planning The importance and cost benefit of effective planning Planning the plan; deciding how detailed a plan to create Packaging the work and estimating timescales and costs Developing project / resource schedules; setting milestones for control v Identifying and managing critical path activities 7 Case study 2 Creating the project plan Syndicate teams develop and analyse the project plan DAY TWO 8 Managing project risks Identifying risks to the project outcome, timescale and cost Evaluating risks and adopting an appropriate risk strategy Defining risk ownership; keeping a simple risk log Keeping risk management up to date; staying pro-active Integrating planning and risk management 9 Project control Managing change, minimising scope creep Selecting the data needed to provide early warning of problems Monitoring performance easily with 'S' curves and slip charts Using trend forecasting to assess true project status Running project review meetings 10 Managing a multi-project portfolio Understanding the world of multiple projects Establishing ownership of project / programme management Classifying projects and creating the 'master schedule' Defining and applying project lifecycle management Resource management: essential pre-requisites and mechanisms Project prioritisation criteria and techniques; pain / gain analysis 11 Managing the multi-project team Characteristics of small project teams / part-time team membership Clarifying line and project management responsibilities Implementing effective manpower planning Establishing professional working practices in the team Developing project management competences in the team Establishing team roles and integrating team members 12 Course review and transfer planning (Course sponsor present) Identify actions to be implemented individually Identify corporate opportunities for improving project management Sponsor-led review and discussion of proposals Conclusion

A question of trust. Leadership implies followership. And that means trust. Because who's going to follow a leader they don't trust? This programme takes a values-driven approach to leadership. It gets current and aspiring leaders to hold up the mirror to themselves and to see their reflections as leaders of people. It asks them whether what they see justifies their view of themselves as leaders. It helps them understand just what it takes to be an effective leader. And it does so in a highly practical, constructive manner. It helps the course participants to truly understand the core skills of effective leadership. It focuses on the difference between leadership and management, defining what high performing teams do and how they do it. It helps people to see their teams from different perspectives, allowing them to adapt their styles to maximise team outputs. And it explores concepts such as emotional intelligence, authentic leadership and the RAIV approach (relationships-achievement-independence-vocation) to help explore underlying values and use them to drive effective leadership. Because what worth do our values have unless we put them into practice? The course will help you:• Appreciate the key skills a leader needs to be effective• Understand what the organisation expects of you as a leader• Recognise your leadership style and the impact it has on others• Consider your role models - who inspires you?• See leadership from the 'followers' perspective - how do you like to be led?• Discover what holds you back - limiting beliefs• Examine your core values -do they support your ambition?• Explore the concept of Emotional Intelligence - how do we manage ourselves?• Discover how to lead through change• Explore the concept of 'Authentic Leadership' - consider how it can work for you• Practice some of the skills essential to motivating and influencing for success• Use the RAIV approach to generating enthusiasm and commitment• Plan how best to 'walk the leadership talk' - in your role, in your organisation Above all, this course will help you put theory into practice, values into actions, in a mature, considered, effective way. Day 1 1 Welcome and introduction Participants are welcomed to the programme and invited to share their personal objectives and people challenges Participants given an action plan template to complete throughout the workshop Participants required to bring an inspirational quote to share with the group 2 What is leadership? The concept of 'leadership' The role of a leader Skills assessment for all participants# Leadership v Management Assess your team effectiveness 3 Your leadership style Leadership questionnaire You and your role models Push v Pull styles of leadership Empowerment v Control Team goals and role profiling Day 2 1 You, the leader Your core values Your communication style Situational leadership The Emotional Bank Account Buy Me Today 2 Are you Emotionally Intelligent? (EI) What is emotional intelligence? Self-assessment exercise Manage your emotions Nine strategies for promoting EI 3 Leading through change Identify the major changes affecting you / your team Types of change The roles of resistance How safe are you to talk to? Forcefield Analysis Day 3 1 Authentic Leadership (AL) What is AL? Managing perceptions is managing their truth A leadership challenge 2 Motivating and influencing for success What motivates you? Motivational theory Leading by example Influencing skills required Influencing styles The influence challenge! 3 Creating enthusiasm and commitment The RAIV approach (relationships-achievement-independence-vocation) Building self-worth What drives your team? Your leadership legacy Your commitment to leadership

This highly practical one-day workshop has been designed specifically to help maximise sales where customers make contact by telephone. When customers contact us direct they have clearly already considered the possibility that they might buy from us, but we're still only half-way to making a sale. Unless we fully understand their needs and make it easy for them to buy, we may not secure the business. This workshop concentrates on the telephone skills and techniques needed to achieve the most positive outcome in any inbound customer call. A combination of excellent customer service skills and savvy sales awareness techniques will increase our chances of a successful outcome for both parties. The programme features the unique INBOUND model, to help remember the key principles for effective inbound telephone sales: Initial impressions Needs of the customer Bring them with you Open up the conversation Understand the triggers Narrow down the solutions Decision time! The programme also covers how to deal with difficult calls and challenging people - after all, every complaint is a sales opportunity! This programme will help participants: Create the perfect interaction with any customer making contact by telephone Make every call count Build rapport quickly in any situation Handle difficult calls and challenging people Create sustainable and profitable relationships Increase your sales conversions 1 The inbound sales process Each customer who contacts us will be at a different stage of the sales process. Some might be making general enquiries whilst others will be ready to commit, having made most of their decisions already. Sales and customer service people need to be ready to find out the stage the customer has reached before helping them to make the right decision for them 2 Engaging with the customer Having clarified where the customer is on their journey to making a purchasing decision, our next responsibility is to create and build a trusting relationship on both sides. This involves establishing rapport quickly to ease the communication process, thus enabling smooth transactions, both now and in the future 3 Questioning and listening skills for gathering information Developing these skills requires practice so that the communication becomes natural for the customer. This helps the customer to feel comfortable with us and work with us towards an effective solution. We discuss different types of question and how to use high-gain questions to uncover key information. Active listening will ensure that we can really help customers get what they need 4 Overcoming objections and excuses If we have followed the process properly and really understood the customer, then there should no further objections or barriers to completing the transaction. The reality is that there will still be the occasional issue that needs clarifying, so we need to prepare for possible objections and questions that customers might have. This includes probing objections so that we fully understand the customer's perspective before constructing suitable responses or solutions 5 Gaining commitment and ending the call Customers want to gain a solution to the issue they are facing and the sooner we can help them achieve that the better. Guiding the customer and helping them to believe in their own decision is part of our role. This section is dedicated to getting commitment all the way along the process, not just at the close 6 Dealing with difficult and challenging situations The realisation that everybody is different, with different personality types, different ways of looking at the world and different goals, is key to understanding sales. With this is mind we discuss these differences and how we adapt our approach to ease communication and maintain trust and understanding 7 Action plans Course summary and presentation of action plans