COURSES
Training for Continuous Improvement
Welcome to Task Force Matters Ltd, delivering training and coaching in any sales environment and experienced in specialist healthcare customer services, management and coaching skills.
Courses can be delivered that not only can be designed around your company’s needs, but also establish and confirm the needs behind the needs.
The 3 main courses available that relate to this are:
1. Consultative Selling Course
2. Customer Styles Awareness Course
3. Coaching Process Skills Course
All these courses can be delivered at your premises, thus minimising time and expense of travelling away from the office and being off territories.
Consultative Selling Course
Course Overview
Learn the P.O.E.T.I.C. way of satisfying customer needs
The importance of planning and preparation
How to open a sales call
How to establish needs and relate to circumstances and effects
How to confirm the need behind the need
How to provide satisfactory answers to those needs with relevant features and benefits
When and how to close and to provide action points for the next steps
How to identify and handle concerns when they arise
Who will benefit from the Course?
· Field sales people who are new to sales
· Established sales people who will benefit from a refresher course to assist in re-focusing
their time and effort and be more productive
· Customer Relationship Managers
· Business Development Managers
· Commercial Managers
Customer Styles Awareness Course
Course Overview
Why customer service is important
Learning and identifying your personal style
Examining and analysing the main fundamental customer styles
Internal and external customers
Confidence in Communication
Listening and questioning techniques
Attitudes, feelings and emotions
Difficult communication situations
How to take ownership of the service we give
How to put this into practice
Who will benefit from the course?
· Customer Service Managers
· Customer Service Teams
· Sales Support Technicians
· Field Sales Staff
· Company personnel who have face to face or telephone dealings with customer
Coaching Process Skills Course
Course Overview
Understanding the coaching process
Defining performance criteria
Short term coaching opportunities
Long term development needs
Analysing and using a C.C.C. (Coaching Care Chart)
Examining Task Specific Knowledge-technical knowledge, procedures, strategies and objectives
Examining Behaviour Knowledge-customer interactions, interactions with colleagues, planning
Examining Knowledge of the Customer-knowledge of the business and industry, knowledge of the customer’s specific needs, knowledge of the customer's organisation
How to evaluate performance and put together an action plan
Who will benefit from the course?
· Field Sales Managers
· Customer Service Managers
· Technical Service Managers
· Commercial Managers
· Managers who are tasked with developing effectively their teams
Half-Day Closing and Finance for Non Finance Managers
Do you remember when shops used to have a half day closing day?
Typically, in many towns, on a Wednesday or Thursday, the half day closing was not just a tradition, but in fact, in many instances, was required by law and regulated by the local Council.
What were the benefits? Well the obvious benefits to the staff workers were that they could “re-charge their batteries” and have a half day free.
To the shop keeper (although not always made manifest with Arkwright in “Open All Hours” who, as the name suggests, wanted to open all hours), they were able to re-stock, re-plenish and take time out to review and catch up.
What about today? As a Director or Manager of your teams you may have read the content of Task Force Matters Ltd Courses and thought it may be difficult releasing your staff out of the office and off territory to attend a full day or two day course.
How about this as an answer to satisfy your needs-“Half Day Closing”.
Any of the courses described can be delivered in “bite size chunks” and split into three half day sessions which means that the courses could be implemented around the requirements of your company for a half day in each session, either morning or afternoon.
Also-an ever popular course in the FINANCE FOR NON FINANCE MANAGERS workshop which can provide an overview of understanding the basics of the financial "three legged stool", namely: Profit & Loss (P&L) account, Balance Sheet, Cash Flow as well as a glossary of financial terms which means that your staff will have an increase of knowledge when discussing with your financial department.
In addition, as an added value, Task Force Matters Ltd will provide, if required, 3 months of unlimited e-mail support. The trainer can be e-mailed to assist in providing assistance with, for example, you may be implementing a new technique for your staff and you require some additional advice on how to go about this.
The learning benefits of attending the courses delivered by Task Force Matters Ltd does not finish at the end of the course. On going beneficial support is available.