46335 Ski courses

How to protect your cash flow In the current economic climate more and more companies are finding that their customers are taking longer to pay - or are not even paying at all. As cash flow is key to the survival of any business, effective debt collection tactics are vital for all businesses. This workshop concentrates on the telephone skills and techniques you can use to achieve the most positive outcome in any debt collection situation - payment of money owed, as soon as possible, whilst keeping the collection cost as low as possible. The course will help you: Understand your debtors and communicate with them accordingly Develop a strategy for more effective debt collection Make every call count Handle difficult calls Reduce the amount of time you need to spend on chasing payment Increase your collection rates 1 The debt collection process Understanding the reasons behind payment default Looking at the debt situation from the customer's point of view Developing a strategy for effective debt collection 2 Advanced telephone communication skills Techniques for speaking to the person responsible for paying the debt How to gain the customer's trust when discussing debt Telephone collection skills best practice Key phrases that keep the conversation positive and open 3 Questioning and listening skills for gathering information Different types of question Using high-gain questions to uncover key information Active listening that will help you understand what customers are really saying Leading with examples and high-impact questions Summarising and restating 4 Overcoming objections and excuses Identifying objections Preparing suitable responses Probing objections and ways to overcome them 5 Gaining commitment and ending the call Learn how to negotiate an agreement to suit both parties Summarising actions for you and the customer Ending the call professionally 6 Dealing with difficult and challenging situations Understand different personality types The correct way to respond to an upset customer Ways to calm angry customers (and handle verbal attacks) 7 Action plans Course summary and presentation of action plans

This very practical one-day IACCM-approved programme enables participants to manage the process of commercial contracting and contract management effectively and efficiently to ensure value for money, improved service, and appropriate relationships. It covers a wide range of contract types in terms of risk and value. The programme empowers participants with the tools and techniques needed to collaborate with all key stakeholders. By the end of the programme participants will be able to: Understand the total process of managing contracts Exploit opportunities to extract even more added value Develop appropriate relationships with contractors Understand and use a range of contracting strategies and options Measure and improve contract performance Understand the impact of legislation on contract performance 1 Welcome Introductions Aims and objectives Plan for the day 2 Contract management An overview of the contracting process, mapping the 'territory' 3 Contract managers Skills Knowledge Attributes Responsibilities 4 Critical success factors Defining successful outcomes Effective stakeholder engagement Creating a shared vision of the outcomes 5 Placing contracts How to develop an effective specification and scope of work documents How to develop a robust contracting strategy Appropriate types of contract 6 Customers and stakeholders Customer and stakeholder analysis Managing expectations and the 'shared vision' concept to ensure customer co-operation, satisfaction, and delight 7 Working with suppliers Creating and developing commercial relationships Types of relationship How to manage difficult relationships Contractor motivational issues How to use incentives 8 Negotiation and related skills Introduction to key negotiation skills Persuading and influencing skills to work with stakeholders to improve outcomes for all 9 Dealing with change Claims and variations How to challenge contractor claims and requests for variations by making use of contractual terms Specifications to prevent false claims 10 Performance improvement How to measure and improve contractor performance Developing KPI systems Using contractual terms and conditions and basic legal principles 11 Contract close The importance of effective contract close processes 12 Close Review of key learning points Personal action planning

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

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: See your role in a new light Develop your communication skills Deal with different types of customer and situation Boost your confidence Cope in a pressurised environment Get more satisfaction from your working day 1 Introduction Workshop objectives and personal objectives The challenges of 21st century communication What makes an excellent point of Reception? And why is it so important? Who and where are our customers? As a customer, how do you like to be treated? What makes people feel valued? Objective and subjective aspects of customer service 'Micro moments' that shape the relationship 2 Communication on reception Definition of communication Barriers to good communication The 'recipe' of verbal, vocal and visual aspects of communication Differences between communicating face-to-face and on the telephone Communication 'leaks' The primitive human response The impact of visual communication - body language, gesture and facial expression Voice - tone, speed, volume, pitch, clarity, inflection, pacing Words - positive words and phrases compared with negative terminology Professional greetings face-to-face Steering the conversation with effective questioning 3 Telephone excellence How we use the telephone Qualities of the telephone Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? Professional telephone etiquette Taking and leaving messages - key points that can help customers, colleagues and the organisation Clarifying information 4 Listening skills for accuracy and relationship building How accurate are your listening skills? What are the challenges for accurate listening? Active / empathetic listening 5 Creating a rapport by 'style flexing' Understanding how different people communicate Shaping our message to the other person so that they feel understood How changing situations can alter communication needs 6 Confidence and assertiveness Recognising different styles of behaviour - aggressive, passive and assertive Qualities of assertive communication - verbal, vocal and visual Assertive techniques - basic, persistence, negotiation / empathetic Demonstrating confidence 7 Coping in a pressurised environment Words - the most useful ones to use with stressed people and identifying the 'red rag' words Challenging situations - what do you find difficult and how do you respond? Dealing with outbursts of anger Bringing non-stop talkers back from their tangent Constructive ways to say 'no' 8 Pulling it all together Action plans Summary of key learning points

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

Are you, or your company in need of high quality first aid training? Do you require excellent training to fully support colleagues in the workplace? MHA Training Ltd would love to help with any of these requirements. MHA Training is approved by Qualsafe Awards, an Awarding Organisation recognised by Ofqual. This means we can offer regulated Qualifications in these courses. All of our courses are aimed to help employers to comply with the Health & Safety (First Aid) Regulations. First Aid Training is required by who? A knowledge of basic first aid can make the difference between life and death. Studies have shown that effective first aid can be vital in the first few minutes after an emergency. There are plenty of success stories in the media about this training saving lives as it’s such an important life skill. A first aid qualification can help your resume, CV, or even open up job opportunities. There may also be opportunities to volunteer using your first aid skills. It has been a vital life skill that people have used for members of their own family not just in the workplace. The 3 main goals are to preserve life, prevent worsening and promote recovery. You never know when the need will arise to put these skills to use. The First Aid Training experience. A First Aid training course should be an interactive fun learning experience, not all chalk and talk. This is achieved by using fully qualified trainers/assessors, who are very experienced “hands on” training professionals. Our trainers are sympathetic to the needs of the individual trainee and adept at getting the best possible standard from the delegates. First Aid At Work Regulations: In the event of injury or sudden illness, failure to provide first aid could result in a casualty’s death. The employer should ensure that an employee who is injured or taken ill at work receives immediate attention. HSE will prosecute in cases where there is a significant risk, a disregard for established standards or persistent poor compliance with the law. HSE First Aid at Work – IMPORTANT! After 1st October 2013 the HSE is no longer responsible for approving providers of First Aid at Work courses. Providers must be approved by an Ofqual or SQA Awarding Body. MHA Training Ltd fully meets all of the new requirements. MHA Training has been established for 15 years, based at our training centre in Warrington, Cheshire. We provide an array of services On-Site also for clients around the North West in areas such as Manchester, Liverpool, Widnes, St Helens, Runcorn, Wigan, Preston and Leeds. Over the years we have expanded and have instructors available Nationwide.

This course is designed specifically to help improve your collection rates. The UK's leading trainer in the subject uses practical examples and case studies to show how to use debt collection techniques that really work. This programme will help participants to: Understand debtors and communicate with them effectively Improve their telephone and writing skills Appreciate the key legal issues Track down 'gone-aways' Improve their collection rates 1 Giving credit and collecting debts The benefits when you get it right The cost of getting it wrong 2 Analysing yourself The importance of making the right 'first impression' Assessing your own personal communication style and how this affects your results How do you (or might you) look in the debtor's eyes? What would you like to change? 3 Analysing your debtors Types of debtorThe delaying debtorThe genuine debtorThe cashflow or hardship problem debtorThe ones who never intended to pay Spot the most common reasons and excuses for non-payment - and learn how to deal with them 4 Understanding debt recovery and the law Data protection issues County Court suing enforcement methods Human rights and debt recovery Retention of title matters 5 Telephone skills for debt recovery A 7-point plan which works every time Learning by example: listening to and analysing some pre-recorded (or live) collection callsWhat was done well?What should have been done differently?Did the collector recognise opportunities?Did the collector create opportunities where seemingly none existed?Did the collector negotiate well or not at all? 6 Writing skills for debt recovery Key phrases to avoid What to include A sample letter which gets results in over 90% of cases 7 Tracking down the 'gone aways' A unique debtor-tracing plan Why spend money on external tracers when you can find those 'gone away' debtors for yourself? 8 Course review The traps to avoid Key personal learning points

This course has a simple objective: to help gain appointments with potential clients. In most consultative selling situations clients won't commit to purchases over the telephone. This means setting up a meeting to discuss the options with them face-to-face. But getting 'face time' can be tricky. This practical workshop can help. Participants will acquire essential tools, skills and methods; discuss specific organisational issues; and identify areas for improvement. They will discover how to: Increase their effectiveness through proper preparation Construct attention-grabbing opening statements Help potential clients feel comfortable agreeing to a meeting Develop tactics for responding to difficult excuses and objections Stress the benefits of a face-to-face consultation Develop and enhance their questioning and listening skills Prevent customers cancelling booked appointments 1 Introduction to appointment setting Key trends that have changed the way people buy today - and will buy tomorrow Why many sales people avoid picking up the phone The difference that makes a difference - what makes a good appointment-maker? 2 Before you pick up the telephone It all starts with a plan... Who and what to focus our attention How much research should we undertake and why? Setting primary and secondary objectives 3 Making your approach Key considerations Every call is an opportunity - creating a positive mind-set Using a structured approach Using partnership language 4 Gaining an insight into the customer's needs How to quickly 'tune in' to your customers, so that you can serve them more easily Developing speech patterns that put customers at their ease Using effective questioning and listening skills Finding and building pain points 5 Dealing with excuses and objections Pre-empting potential excuses Developing techniques for responding to client objections Keeping the door open for future contact 6 Securing the appointment Selling the benefits of a consultancy meeting Techniques for avoiding cancelled appointments Gaining commitment 7 Action plans Course summary and presentation of 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

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