3361 Management courses in Garforth delivered Live Online

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

Are you Dotty about Data? Ever wondered how the Senior Leadership Team use clinical data? Want to know why there is so much clicking on SystmOne? Our Director of Clinical Services, Chris Sutcliffe will talk about what our data and patient related information is showing us, how we use it and where we are heading. The session will explore the how and why we collect and collate hospice data, and the key role you play in ensuring that data is valid, reliable, and credible.

Presentation on Acute Medicine in Palliative Care by Dr Simon Biart, Acute Medical Registrar

In this session James will talk about the importance of making plans for our digital lives and provide a live demo highlighting how Advance Care Plans, Funeral Wishes, Bucket Lists (What Matters Most) and Online Accounts can be created. He will also provide guidance as to how people can upload and leave goodbye messages for their loved ones (like a Victorian Memory box but in a digital format).

Presentation on the latest on Palliative Care research and the CHELsea II Trial at Wirral Hospice St John’s by Cheryl Clements This session will cover: - Introduction to the NIHR (National Institute of Health and Care Research) and the new RRDN (Regional Research Delivery Network). - Overview of palliative care. Why we need research. - Palliative care research, and areas of interest. - About the CHELsea II Trial at Wirral St John's Hospice. - Barriers to implementing palliative care research. - NIHR Training Opportunities and Resources. - Question time

‘Chronic Kidney Disease and Dialysis in Palliative Care’ by Dr Lydia Baines Lydia is one of our palliative care registrars and has been with us since August last year. She lives on the Wirral and outside of work you'll often find her training for her next Hyrox race!

'Young Adults at Claire House with a focus on Duchenne Muscular Dystrophy' by Dr Jessica Macwilliam & Andrew Curtis This session will look at Duchenne Muscular Dystrophy (DMD) and the key work and support offered by the Young Adults team at Claire House Children's Hospice. Dr Jessica Macwilliam, a Paediatric Palliative Care Consultant at Alder Hey Children's Hospital and Claire House. Andy Curtis, a Young Adult Coordinator (RNLD) Nurse, having worked at Claire House for over 10 years.

'Introduction to Teaching Intimacy in a Hospice Setting' by Dr Despoina-Elvira Karakitsiou a ST6 in Palliative Medicine at Belfast Health and Social Care Trust. Main aims of this presentation is to define intimacy in palliative care patients, any boundaries on broaching intimacy to them and we will discuss some techniques on how to broach intimacy and any issues.

Are you struggling with a Data Governance issue and wish you had a team of other Data Governance professionals you could bounce it around with? You’ve done Data Governance training and you know what you’re focusing on. While your team is supportive, you spend a lot of time dealing with, and driving forward, culture change, managing stakeholders, and fielding questions from people who have their own priorities and now need to do this ‘Data Governance stuff’ on top. It would be nice, once in a while, to have a conversation about how to achieve something free from internal issues. You want to talk about best practices and get some alternative ideas. That’s what my Data Governance Mastermind gives you: space to reflect with the support of your peers and practical solutions you can implement.