37 Courses in Sheffield

The 3-hour Baby & Child First Aid class covers CPR, Choking, Bumps, Burns, Breaks, Bleeding, Febrile Seizures and Meningitis & Sepsis Awareness and will give everyone who attends the peace of mind they deserve.

Nigel Reed, The Dog Guardian is hosting a series of seminars revealing his easy-to-follow method for a happy and well-behaved dog.

Are you confident your organisation could cope if a bad news story went viral and you were besieged by the media? Would you be able to fend off a determined and aggressive journalist, take control and deliver your key messages? Our crisis communications courses show you how to cope when your organisation is under fire, and protect your good name. We can: Train your spokespeople to handle challenging interviews, pitting their wits against a hostile reporter Train your PR team to manage communications during an unfolding crisis Deliver a fast-paced crisis simulation where your team have to decide how to handle the press during an unfolding emergency Facilitate a crisis strategy workshop, where we work together to develop your crisis communications strategy All of our crisis communications courses are bespoke, so we will design each one to meet your specific needs. Areas we can cover include: How a crisis can escalate in seconds How journalists respond to bad news stories How to develop effective key messages & write holding statements How to manage your social media How to take control of an interview and get your message across How to handle press conferences and doorsteps Venue We deliver courses in the most appropriate format for your circumstances – whether face to face or online. Face to face courses are portable: they can be held in purpose-built studios, at your own offices or at an external venue. In the latter two cases, we create a mock studio for the practical exercises. Online courses give you flexibility and enable you to offer training to delegates from all over the world. We have run virtual courses for people from the Far East, South Asia, North America and Europe, as well as the UK.

Whether you have to chair a meeting, pitch a proposal or speak at a conference you need good communication and presentation skills. Addressing a group of people with assurance and confidence does not come naturally to everyone. Our presentation skills training courses will teach you how to conquer your fears and give a successful and memorable performance. We will tailor the training to your specific needs, from coaching before an important keynote or honing your pitch to improving your negotiation and influencing skills, or learning how to network effectively. A typical course can cover: Recognising the strengths of your own communication style Using the different elements of voice and body language effectively Conquering your nerves and use body language to your advantage Pitching presentations so they meet your audiences’ needs Structuring a presentation so the audience is engaged from start to finish Using visual aids Handling questions All our presentation skills training is bespoke, with options including one-to-one coaching, combined training and coaching programmes and group training courses. All these courses can be delivered virtually, as well as face to face. As many of the skills needed to give a good presentation are shared with media interviews, we frequently combine our presentation skills and media interview skills training. Venue We deliver courses in the most appropriate format for your circumstances – whether face to face or online. Face to face courses are portable: they can be held in purpose-built studios, at your own offices or at an external venue. In the latter two cases, we create a mock studio for the practical exercises. Online courses give you flexibility and enable you to offer training to delegates from all over the world. We have run virtual courses for people from the Far East, South Asia, North America and Europe, as well as the UK.

Abrasive Wheels Training Nearly half of the workplace accidents involving abrasive wheels are due to an unsafe work system or operator error. This indicates that many of these incidents can be avoided if the risks of working with abrasive wheels are clearly communicated, and the correct safety measures are adopted, Abrasive Wheels Training will eliminate most accidents with Abrasive Wheels. With the appropriate Abrasive wheels training in place, you could significantly reduce the risk of an injury such as friction burns, crushed fingers and loss of eyesight which are the most common amongst abrasive wheel operators with the misuse of machines. This Abrasive Wheels Training Course is designed to assist in reducing the risk of injury for anyone who uses abrasive wheels at work. It guides you through the different types of abrasive wheels, how to identify and store them, how they should be used safely, and how they should be inspected prior to use. Our Abrasive Wheels Training will give all candidates hands-on practical training. Book with Confidence at Vally Plant Training At Vally Plant Training, we guarantee unbeatable value with our Price Match Promise. When you choose us, you can book with confidence, knowing that we will not be beaten on price. If you find a lower price for the same NPORS Experienced Worker Test, we’ll match it—ensuring you receive top-quality training at the best possible rate. Your skills, our commitment—always at the best price. Abrasive Wheels Course Duration 3-4 Hours Petrol Cut Off Saw 1 Day for all candidates Certification NPORS Traditional card – lasts for 5 years and is mainly accepted with housebuilders, utilities, port and marine as proof of competence OR NPORS card with CSCS logo – accepted by all major building contractor’s. The initial card is the RED trained operator card which lasts for 2 years and can be upgraded to BLUE competent operator card further to completion of relevant NVQ. In house certificates: suitable as proof of operator competence accepted for insurance and HSE compliance. Introduction to Abrasive Wheels Definition of Abrasive Wheels Abrasive wheels are tools used for cutting, grinding, and polishing various materials. They are made from abrasive particles, like grit, bonded together to form a solid wheel. When these wheels spin at high speeds, they can shape or finish different surfaces effectively. Types of Abrasive Wheels Commonly Used in Industry Bonded Abrasive Wheels: These are made by combining abrasive particles with a bonding material to form a solid wheel. Bonded abrasive wheels are typically used for tasks like grinding, cutting, and finishing metal or stone. Coated Abrasive Wheels: These have an abrasive layer attached to a backing material, like paper or cloth. Coated abrasive wheels are commonly used for sanding and smoothing surfaces, often in woodworking or metalworking. Abrasive wheel training is essential for learning how to use these tools safely and effectively. Understanding the different types of abrasive wheels and their applications can help you choose the right wheel for your job, ensuring efficiency and safety. Importance of Proper Training Overview of the Risks Associated with Improper Use Using abrasive wheels without proper training can be very dangerous. The importance of proper training cannot be overstated when it comes to the safe and effective use of abrasive wheels. Improper use of abrasive wheels can lead to serious accidents, such as wheel breakage, which can cause flying debris and severe injuries. Other risks include cuts, burns, and eye injuries from sparks or fragments. Not knowing how to handle the equipment properly can also result in damaged materials and inefficient work, leading to wasted time and resources. Benefits of Trained Versus Untrained Usage Undergoing abrasive wheel training is crucial for several reasons: Safety: Trained individuals know how to handle abrasive wheels safely, reducing the risk of accidents and injuries. They learn to inspect the wheels for damage, choose the right type of wheel for the job, and use protective gear correctly. Efficiency: Training ensures that users understand how to use abrasive wheels effectively, leading to faster and more accurate work. Trained users can achieve better results with less effort and time. Cost-Effectiveness: Proper training helps prevent damage to the wheels and the materials being worked on, saving money on replacements and repairs. It also minimizes downtime due to accidents or improper usage. Compliance: Many industries require certification for using abrasive wheels. Completing abrasive wheel training ensures compliance with safety regulations and industry standards, which is essential for legal and insurance purposes. In summary, abrasive wheel training equips users with the knowledge and skills needed to use abrasive wheels safely and efficiently, making the workplace safer and more productive. Getting Started with Abrasive Wheels Essential Equipment and Setup Before using abrasive wheels, it’s important to have the right equipment and ensure everything is set up properly. Here’s what you need: Protective Gear: Always wear safety goggles, gloves, ear protection, and a dust mask to protect yourself from flying debris, noise, and dust. Abrasive Wheels: Have a selection of abrasive wheels suitable for the tasks you plan to perform. This includes grinding wheels, cutting wheels, and sanding discs. Mounting Equipment: Ensure you have the correct flanges, spacers, and mounting hardware to secure the wheel to the machine properly. Tools and Machines: Use the appropriate tools and machines for your abrasive wheels, such as grinders, sanders, or cut-off saws. Make sure these machines are in good working condition. Work Area: Set up your work area with adequate lighting, ventilation, and space to move around safely. Ensure there are no flammable materials nearby. Completing an abrasive wheels training course will guide you on how to properly set up and use this equipment. Selecting the Right Wheel for the Job Choosing the right abrasive wheel is crucial for getting the job done efficiently and safely. Here’s how to select the right wheel: Material to Be Worked On: Different materials require different types of wheels. For example, use a grinding wheel for metal and a sanding disc for wood. Wheel Specification: Check the specifications of the wheel, including its grit size, bonding material, and hardness. Finer grits are better for finishing, while coarser grits are used for rough grinding. Machine Compatibility: Ensure the wheel is compatible with your machine. Check the wheel’s size, speed rating, and mounting requirements. Type of Task: Match the wheel to the task. Use cutting wheels for cutting, grinding wheels for grinding, and polishing wheels for finishing tasks. Enrolling in a grinding wheel training course can provide detailed guidance on selecting and using the right wheels for different jobs. Proper selection and setup not only improve efficiency but also enhance safety and prolong the life of the abrasive wheels. Safe Operation Techniques Step-by-Step Guide on How to Operate Abrasive Wheels Safely Inspect the Wheel: Before using any abrasive wheel, inspect it for cracks, chips, or other damage. Do not use a damaged wheel. Mount the Wheel Properly: Ensure the wheel is properly mounted on the machine. Follow the manufacturer’s instructions for correct mounting and balancing. Check Machine Guards: Make sure all safety guards are in place and functioning correctly. Guards help protect you from flying debris and accidental contact with the wheel. Wear Protective Gear: Always wear safety goggles, gloves, ear protection, and a dust mask to protect against sparks, noise, and dust. Start the Machine Safely: Stand to the side of the machine when starting it, not directly in front of the wheel. Allow the wheel to reach full speed before using it. Use Proper Technique: Apply light, even pressure to the workpiece. Avoid forcing the wheel or using excessive pressure, as this can cause the wheel to break. Maintain Control: Keep a firm grip on the tool or workpiece to prevent it from slipping or catching. Avoid Overheating: Use intermittent cuts and allow the wheel to cool down to avoid overheating, which can weaken the wheel and cause it to break. Regular Breaks: Take regular breaks to avoid fatigue, which can lead to mistakes and accidents. Completing an abrasive wheel training course can provide practical demonstrations of these safety techniques. Comparison with Other Cutting Methods Feature Abrasive Wheels Saws (Circular/Band) Laser Cutters Versatility High: Can cut metals, stone, ceramics. Moderate: Best for wood and certain metals. High: Can cut metals, plastics, composites. Precision High: Provides precise cuts and finishes. Moderate: Effective for straight cuts, less precise for intricate designs. Very High: Capable of intricate designs and clean cuts. Cost Low: Generally cheaper initial and maintenance costs. Moderate: Higher initial cost than abrasive wheels but longer lifespan. High: Expensive initial investment and maintenance costs. Portability High: Many tools are portable for on-site cutting and grinding. Low: Often require stationary setups. Low: Typically not portable and integrated into fixed setups. Safety Risks High: Requires proper training to prevent accidents (e.g., HSE, OSHA). Moderate: High-speed blades can be dangerous, need safety measures. Moderate: Requires specialized training to handle safety risks (e.g., reflective materials). Dust/Debris High: Generates significant dust and debris. Low: Produces less dust and debris. Very Low: Minimal dust and debris, cleaner cutting process. Wear and Tear High: Abrasive wheels wear down with use and need regular replacement. Low: Blades have a longer lifespan, less frequent replacement needed. Low: Lasers do not wear down, but components may need maintenance. Training Availability High: Numerous training courses available (e.g., HSE, OSHA). Moderate: Training available but not as comprehensive as abrasive wheel training. High: Specialized training required for safe operation and maintenance. Compliance High: Training helps meet regulatory requirements (e.g., PUWER 1998). Moderate: Safety training helps meet general safety regulations. High: Requires adherence to safety standards and protocols. Operational Speed Moderate: Suitable for detailed work, not as fast as saws for straight cuts. High: Faster cutting speeds for straight cuts. Moderate: Speed depends on material and thickness, generally slower than saws for thicker materials. Common Mistakes and How to Avoid Them Using a Damaged Wheel: Mistake: Using an abrasive wheel with cracks or chips. Solution: Always inspect the wheel before use and replace damaged wheels immediately. Improper Mounting: Mistake: Incorrectly mounting the wheel, leading to imbalance and breakage. Solution: Follow the manufacturer’s instructions and ensure the wheel is securely mounted. Skipping Protective Gear: Mistake: Not wearing safety gear, increasing the risk of injury. Solution: Always wear the recommended protective equipment, including goggles, gloves, and ear protection. Excessive Pressure: Mistake: Applying too much pressure, which can cause the wheel to break. Solution: Use light, even pressure and let the wheel do the work. Incorrect Wheel for the Job: Mistake: Using the wrong type of wheel for the material or task. Solution: Select the appropriate wheel based on the material and the task. Refer to the specifications and guidelines provided during abrasive wheels training. By understanding and avoiding these common mistakes, you can ensure safer and more efficient use of abrasive wheels. Proper training, like an abrasive wheel course, is essential to master these techniques and avoid potential hazards. Maintenance and Care Tips for Maintaining Abrasive Wheels Regular Cleaning: Clean the abrasive wheels regularly to remove any debris or buildup. Use a brush or compressed air to clean the wheel, ensuring it remains effective and prevents clogging. Proper Storage: Store abrasive wheels in a dry, cool place to prevent moisture damage. Keep them on a flat surface or in a vertical position to avoid warping or deformation. Wheel Dressing: Dress the wheel regularly using a wheel dresser to maintain its shape and expose fresh abrasive particles. This helps keep the wheel sharp and efficient. Avoid Overloading: Do not overload the wheel by forcing it to cut or grind faster than its capacity. Overloading can cause excessive wear and reduce the wheel’s lifespan. Use Correct Speed: Always operate the wheel at the recommended speed. Check the maximum speed rating of the wheel and ensure your machine does not exceed this limit. Balanced Use: Use the entire surface of the wheel evenly to prevent uneven wear. Avoid focusing on one spot for too long, which can create grooves and weaken the wheel. Lubrication: If applicable, use the appropriate lubricant to reduce friction and heat buildup. This can extend the life of the wheel and improve performance. How to Check for Wear and Damage Visual Inspection: Before each use, visually inspect the wheel for cracks, chips, or other damage. A damaged wheel can be dangerous and should be replaced immediately. Sound Test: Perform a sound test by gently tapping the wheel with a non-metallic object (like a wooden handle). A clear ringing sound indicates the wheel is intact, while a dull sound suggests it may be cracked and unsafe to use. Check for Unusual Vibrations: When the wheel is running, check for unusual vibrations or wobbling. This can indicate imbalance or damage. Stop using the wheel if you notice these signs and inspect it further. Measure Wheel Wear: Measure the diameter of the wheel regularly to monitor wear. Replace the wheel when it reaches the minimum usable diameter specified by the manufacturer. Surface Condition: Examine the surface of the wheel for glazing or loading. A glazed wheel appears shiny and smooth, indicating it is worn out and needs dressing or replacement. A loaded wheel is clogged with material and may require cleaning or dressing. Mounting Hardware: Check the flanges, spacers, and other mounting hardware for wear or damage. Ensure they are secure and in good condition to maintain proper wheel alignment. Regular maintenance and careful inspection of abrasive wheels can significantly extend their lifespan and ensure safe, efficient operation. Abrasive wheels training provides detailed guidelines on maintaining and checking wheels for wear and damage, helping users develop good maintenance habits. Health and Safety Guidelines Detailed Safety Precautions and Protective Gear Wear Appropriate Protective Gear: Safety Goggles or Face Shield: Protect your eyes and face from flying debris and sparks. Gloves: Wear sturdy gloves to protect your hands from sharp edges and hot materials. Ear Protection: Use earplugs or earmuffs to protect your hearing from the noise produced by grinding operations. Dust Mask or Respirator: Prevent inhalation of dust and particles, especially when working with materials that produce harmful dust. Apron or Protective Clothing: Wear a durable apron or long-sleeved clothing to shield your body from sparks and debris. Machine Safety Checks: Guarding: Ensure all machine guards are in place and secure before operation. Speed Check: Confirm that the machine’s speed does not exceed the wheel’s maximum rated speed. Work Area: Keep the work area clean and free of clutter to prevent tripping hazards. Safe Operation Practices: Proper Setup: Mount the abrasive wheel correctly, following the manufacturer’s instructions. Ensure it is balanced and secure. Correct Usage: Use the abrasive wheel only for its intended purpose. Avoid side grinding unless the wheel is specifically designed for it. Pressure Application: Apply light, even pressure to avoid overloading the wheel and causing it to break. Regular Inspections: Pre-Use Inspection: Check the wheel for any cracks, chips, or signs of wear before each use. During Use: Monitor the wheel for unusual vibrations or noises, and stop the machine immediately if any issues arise. What to Do in Case of an Accident Immediate Response: Stop the Machine: Turn off the machine immediately to prevent further injury. First Aid: Administer first aid for minor injuries. This may include cleaning cuts, applying bandages, and using cold compresses for burns or abrasions. Seek Medical Help: For serious injuries, seek professional medical assistance immediately. Call emergency services if necessary. Report the Incident: Inform Supervisors: Report the accident to your supervisor or safety officer. Provide details about how the incident occurred and the extent of the injuries. Document the Incident: Fill out an accident report form, including information about the equipment used, the nature of the injury, and any contributing factors. Review and Improve Safety Practices: Incident Analysis: Analyze the accident to determine its cause. Review whether safety protocols were followed and identify any gaps in training or equipment maintenance. Safety Training: Consider additional abrasive wheels training or a refresher course to reinforce safe practices and prevent future accidents. Online courses can be a convenient way to update your knowledge. Preventive Measures: Review Procedures: Ensure that all safety procedures are up-to-date and that all employees are familiar with them. Safety Drills: Conduct regular safety drills to prepare for potential accidents and improve response times. Legal Requirements and Certifications Overview of Relevant Laws and Regulations Using abrasive wheels involves adhering to specific safety laws and regulations to ensure the safety and health of workers. Here’s an overview of the key legal requirements: Occupational Safety and Health Administration (OSHA): In the United States, OSHA sets standards for the safe use of abrasive wheels. Employers must comply with OSHA regulations, including proper machine guarding, employee training, and the use of personal protective equipment (PPE). Provision and Use of Work Equipment Regulations (PUWER): In the UK, PUWER requires that work equipment, including abrasive wheels, is suitable for its intended use, properly maintained, and only operated by trained personnel. European Safety Standards: In Europe, EN 12413 is the standard for bonded abrasive products. It sets out requirements for safety, marking, and product testing to ensure the safe use of abrasive wheels. Regular Inspections and Maintenance: Laws often require regular inspections and maintenance of abrasive wheels and related machinery to ensure they remain in safe working condition. Record Keeping: Employers must keep records of all training, inspections, and maintenance activities related to abrasive wheels. How to Get Certified in Abrasive Wheels Training Getting certified in abrasive wheels training involves completing a recognized course and passing the necessary assessments. Here’s how you can achieve certification: Find a Training Provider: Look for accredited training providers that offer courses on abrasive wheels. Valley Plant Training is a well-known provider that offers comprehensive abrasive wheel training courses. You can also search for “abrasive wheel training near me” to find local providers or explore online options. Enroll in an Abrasive Wheel Course: Choose a course that covers both theoretical and practical aspects of abrasive wheel safety. The course should include topics such as wheel selection, proper mounting, safe operation techniques, and maintenance. Valley Plant Training offers courses that meet these criteria. Complete the Training: Attend the training sessions and participate actively. Training can be done in-person or online, depending on your preference and availability. Online courses can be convenient and flexible for busy schedules. Pass the Assessment: At the end of the course, you’ll need to pass an assessment to demonstrate your understanding of the material. This may include a written test and a practical demonstration of your skills. Receive Your Abrasive Wheels Certificate: Upon successful completion of the course and assessment, you will receive an abrasive wheels certificate. This certificate is proof that you have been trained in the safe use of abrasive wheels. Regular Refresher Courses: It’s important to stay updated with the latest safety practices and regulations. Consider taking refresher courses periodically to keep your skills and knowledge current. Valley Plant Training also offers refresher courses to help you stay up-to-date. Obtaining an abrasive wheel training certification from Valley Plant Training or another reputable provider not only enhances your safety and efficiency but also ensures compliance with legal requirements. It demonstrates to employers and regulatory bodies that you are qualified to handle abrasive wheels safely and effectively. Frequently Asked Questions What is abrasive wheel training? This is a training course that teaches you how to safely use and take care of machines that have abrasive wheels, like grinders. It covers choosing the right wheel, setting it up, and learning safety rules to prevent accidents. How much does abrasive wheels training cost? The price can change depending on where you are and who’s teaching the course. Generally, it might cost between £150.00 and £250 for the basic training. How long does abrasive wheels training last? Most basic courses take about a day to complete, around 6 to 8 hours. More detailed courses might take longer, especially if they include hands-on practice. Can abrasive wheel training be done online? Yes, you can learn the theory part online at your own pace. For learning how to actually use the wheels, you might need to attend a session in person to get practical experience. What are the two types of abrasive wheels? There are two main kinds: bonded and coated abrasive wheels. Bonded wheels are made of abrasive particles stuck together and are used for tasks like grinding or cutting. Coated wheels have a layer of abrasive glued to a backing material and are used for smoothing surfaces. What are the rules for abrasive wheels? The main rules include setting up the wheel correctly, wearing the right safety gear, checking the wheel regularly for damage, and following specific steps when using it to stay safe. There are also official safety standards you need to follow. Testing Of Candidates We will assess the delegates throughout the course on their levels of participation and understanding, they will demonstrate the inspection of various Abrasive wheels for damage and suitability. Then the delegates will complete a 25 question assessment paper at the end of the course. Successful delegates will be issued with the NPORS operator card Abrasive Wheels Training Covers: The requirements of the HASAW and PUWER and all associated regulations in respect of Abrasive Wheels. Hazards arising from the use of Abrasive Wheels and the precautions that should be taken. How to identify the Abrasive Wheel types and characteristics. Storage, handling and transportation of Abrasive Wheels. Inspecting and testing Abrasive Wheels. Personal protective equipment. Abrasive Wheels Training Available 7 days a week to suit your business requirements. VPT have a team of friendly and approachable instructors, who have a wealth of knowledge of abrasive wheels and the construction industry We have our own training centre for abrasive wheels conveniently located close to the M5 junction 9, In Tewkesbury. With its own purpose-built practical training area to simulate an actual working environment. Our abrasive wheels training and test packages are priced to be competitive. Discounts are available for multiple bookings We can send a fully qualified NPORS abrasive wheels Tester to your site nationwide, to reduce the amount of time away from work Other course: Enhance your skills with our specialized courses, including Lift Supervision Training, Appointed Person Training, Telehandler Training, Cat & Genny Training, Slinger Signaller Training, Lorry Loader Training and Crusher Training. Each program is designed to equip you with the expertise needed for excellence in your field.

When staff are new to sales it can seem daunting, especially when they have targets to meet. If the staff you need to promote your products and services get it wrong then it can knock their confidence and negatively impact how your customers see you as an organisation. This programme provides staff with the basic skills they need to sell. This course will help participants: Profile customers Research and identify potential new customers Use the consultative sales process Build effective rapport with customers Identify customer needs through effective questioning and listening Position products and services effectively Close the sale or gain commitment to further action Manage their customer portfolio to maximise sales 1 Introduction Aims and objectives of the training Personal introductions and objectives Self-assessment of existing sales skills Overview of content 2 Knowing your customers Who are your customers, and what do they want from you? What are your strengths, compared to your competitors? Who are your new potential customers? How do you communicate with new customers? What do you need to know about your customers before you start to sell? Making the initial approach Planning your pipeline - keeping the customers coming 3 The four-step sales process Overview of the consultative sales process Key benefits of using the consultative sales process Focusing on behaviours not targets The behaviours of a good salesperson Common pitfalls and mistakes Personal strengths and weaknesses 4 Building rapport First impressions - Mehrabian theory of communication Short cuts to building rapport Looking out for clues as to how the customer is thinking Looping back to keep the conversation flowing Acknowledging past communication Dealing with emotions such as anger Setting the agenda to keep control Getting past gatekeepers 5 Questioning and listening How to ask open questions to uncover information Left brain questions When closed question can be useful What stops us listening? The four levels of listening How to develop your listening skills 6 Presenting products and services to customers When to present Using benefits not features Making it personal Using reciprocity The tendency towards the middle Using consistency 7 Gaining commitment Testing the water Dealing with objections using ACLEO Asking for the business Getting referrals Ending with a personalised close Following-up 8 Managing your customer pipeline Spotting opportunities for cross-sales Managing your portfolio Maximising sales proactively Review meetings Customer satisfaction measures and surveys Mystery shopping 9 Putting it all together Skills practice Personal learning summary and action plans

In the fast-changing world of business, and especially IT, everyone in the organisation should be involved in sales. One of the best ways is to give the customer an outstanding experience. The customer experience is the competitive battlefield of today. Sales may be won or lost here. You can either close a sale for a quick buck, or open a long-term relationship to create a high lifetime value customer. By developing excellent communication skills, rapport and, most of all, a desire to serve and listen to the needs of the customer to the best of their ability, both sales teams and other IT professionals will create trust, nurture relationships and develop awareness of other opportunities with the customer. By the end of this course, participants will be able to: Understand the power of a positive customer experience in developing sales opportunities Recognise and develop a sales opportunity when it arises Engage with customers and develop rapport and trust Use verbal and non-verbal communication skills and pick up on signals Ask powerful questions - and listen to the answers Create 'magic moments' for the customer Turn a complaint into an opportunity Know when to ask for referrals and testimonials Pass on leads to the relevant people 1 Introduction Aims and objectives Beliefs about sales 2 Building rapport First impressions Short cuts to rapport Finding common interests 3 Selling or serving? Managing emotions and behaviour - Transactional Analysis Moments of truth - creating 'magic moments' Speed sells - the follow-up 4 Meetings Planning a successful meeting Pre-meeting connection and assistance Sales meeting failure reasons Right v wrong mindset 5 Communication - verbal and non-verbal The 3 Vs - Visual, Verbal, Vocal Picking up on signals 7 power questions Questioning techniques LISTEN - 3 types of listening skills 6 Influencing 6 levels of influence Framing to change perspectives Turning complaints into opportunities 7 Referrals The power of referrals How and when to ask for a referral 5 steps from rapport to referral 8 Presentation and pitching (optional session) Basic presentation structure and delivery Creating powerful impressions Creating a 60-second pitch The elevator 10-second pitch - answering 'What do you do?' Sales presentations Emotion v Intellect - how to engage Using visuals