Series Description: COURSE OVERVIEW BUSINESS SKILLS SERIES. The courses currently available in the Business Skills Series are:

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1 BUSINESS SKILLS SERIES The Business Skills Series encompasses multiple courses that are designed to enhance overall performance for individuals in new home construction, interior design, retail sales and beyond. Courses such as Business in Our Multicultural Society, Marketing to Women, Business Etiquette, How to Run an Effective Meeting and Sales Management are valuable to both the novice and veteran business professional. The courses currently available in the Business Skills Series are: Basic Business Etiquette Business etiquette is centered around the workplace and it involves significantly more than simply knowing which fork to use at a business lunch. Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about being comfortable around people and making them comfortable around you. In this course we discuss company culture including dressing for success and customer service basics. We then take a look at the rules of , phone and meeting etiquette. We finish this course with a lesson called Making an Impression which looks at the little things we can all do to leave a lasting impression on our business associates, colleagues and clients. Marketing to Women American women represent the world s largest economy at 3 trillion dollars and make or influence over 80% of all purchase decisions. But women and men have different purchasing processes. It is a business necessity to fully understand and incorporate these processes, to effectively market to one of the most powerful demographics, and gain a customer for life. 1

2 In this course we begin by understanding women as a demographic group, including the history of marketing to women and the future of American women. We then discuss why women are different customers than men, followed by a lesson on how to sell to women, and the pay off of doing so effectively. Business in our Multicultural Society We live in a multicultural society, and the demographics show that we will continue to become more diverse in years to come. In light of this fact, why isn't cultural awareness training a standard part of any company training program (whether in customer service, business development, marketing or business direction)? Different cultures mean different values, religions, taste and ways of communicating: basic knowledge of these aspects of culture are the building blocks to successfully communicating, while always keeping in mind that for an effective transaction, attitude is everything. This course begins with general information about the global nature of today's business world. We then look at specific cultures-- such as Chinese, Indian, Latin American, European and Middle Eastern-- and discuss culture, religion, history and interpersonal communication. Multicultural Society: The Tools and Techniques o In this course we take the knowledge we gained in, Business in our Multicultural Society, to the next level. Multicultural Society: The Tools & Techniques takes an in-depth look at the specific tools and techniques that are necessary for successful business interactions in a multicultural society. Topics include how to handle pricing negotiations confidently and respectfully, conversation guidelines, overcoming common objections, establishing rapport, socializing and becoming globally aware. Marketing to Different Generations o People are changing and evolving every day. The information they require to make decisions, how they want that information delivered, and the purchase decisions they will make with that information are changing and evolving as well. Learn how Gen X ers are different from Gen Y ers who are very different from baby boomers. Even more importantly, learn how to take advantage of 2

3 this knowledge and improve your sales and the satisfaction of your customers. Training Solutions: How to Develop Your Own Training Program o Organizations are constantly changing and employees must change with them. Invest in your employees and you will reap the benefits. Today, new employees need introductory training and all employees need enhancement training in order for organizations to remain competitive in changing markets. On average, workers in the United States put in 45 hours a week, 16 of which are unproductive, according to a 2005 study conducted by Microsoft. Top time wasters included unclear objectives, lack of team communication, and ineffective meetings. Training Solutions will teach you how to build an effective training program that will meet the needs of your business. PRODUCT KNOWLEDGE SERIES These in-depth training courses are essential for any professional in the home building and design industries. The Product Knowledge Series is built from our many years of experience in the field and draws from our vast library of product disclosure material. Carpet, hardwood, ceramic tile, vinyl and natural stone are just a few of the many products that design consultants work with every day. The Product Knowledge course is designed to educate and keep design, retail sales and building professionals current on products in the industry. The course covers general product information, including product performance and expectations, disclosure issues, features and benefits, as well as how to maintain products once they are installed in the home. The format of the course, as with all Trainingspace TM products, consists of a combination of video from our extensive library, Flash animation, audio and interactivity. 3

4 The courses currently available in the Product Knowledge Series are: Carpet Ceramic Tile Flooring, Countertops & Walls Laminate Flooring Natural Stone Flooring, Countertops & Walls Hardwood Flooring Sheet Vinyl Flooring Window Coverings Cabinetry Interior Lighting Selling and Designing with Countertops (in development) Laminate Countertops Quartz Countertops Solid Surfaces Kitchen and Bath Design Area Rugs DESIGN CENTER SERIES New homebuyers who are faced with the challenge of making their house a home require the guidance of a knowledgeable and professional design consulting team. It is the job of this design team to make the process of selecting products-- from countertops, to flooring, to window coverings-- easy, efficient and enjoyable for the homebuyer. This series is designed to expand the design team s knowledge of the products they work with every day, to sharpen their awareness of color and design theory, to hone their interpersonal skills, sales techniques and, ultimately, to put them on the path to upgrading the sale. 4

5 The courses currently available in the Design Center Series are: Design Fundamentals It is imperative for a good design consultant to understand the fundamentals of design. In our course, Design Fundamentals, we cover the building blocks of color theory; including the color wheel, color vocabulary and how various colors are interpreted by different cultures around the world. Next we look at assessing the room-- from the structure to the eventual mood and style created by thoughtful design. Finally, in our lesson, Ten Steps to the Perfect Room, we take a tour of interior decoration through ten easy steps; including lighting, floors, upholstery, personal style and much more. Interpersonal Skills Anyone who has worked in the fields of customer service, retail sales or management, understands the importance of excellent interpersonal skills. We begin this course by focusing on listening skills and communication. We then start to develop an awareness of how homebuyers of different cultural backgrounds react to verbal and nonverbal messages. Finally, this lesson thoroughly covers the three basic roles of the design consultant: the primary role as a professional, the secondary role as a mediator and the tertiary role as a financial coach. Upgrading the Sale Upgrading the Sale is an absolute must for any design consultant. This course shows students the best ways to successfully engage the homebuyer to achieve product upgrades. We take you step by step; starting with how to prepare for your appointments, conducting a successful design appointment, tools for understanding your homebuyer's lifestyle and decorative style, how to sell the right products and overcome objections, and the steps to closing the sale. Design Center Management o The design center still plays the leading role in helping new homebuyers turn their house into a home. In order to deliver that dream the design center must be well run and include a knowledgeable and motivated staff. This course teaches the ins and outs of running a profitable design center and creating and 5

6 maintaining a dedicated design team. Learn the difference between positive and punitive reinforcement, coaching techniques, holding designers accountable, working with vendors and maximizing relationships with other departments in your organization. Merchandising the Design Center o A design center is only complete when it is merchandised with a full array of products for a new home buyer. Selecting products and displays is only the beginning of this process. In order to maximize your sales and streamline your home buyer option selection process, you must create a merchandising plan that facilitates these goals. Learn how a carefully thought out merchandising plan can make the difference in your design center. Sustainable Design o Have you noticed that the world around us is getting greener and greener? That more and more, homebuyers are interested in ecofriendly options for their home? Sustainable products provide environmental, social and economic benefits while protecting public health, welfare, and the environment over their full commercial cycle-- from the extraction of raw materials to final disposition. What does that mean? Well, it means that in the new home construction industry a house can be built and designed with products that use less energy, water and resources. This course will take an in-depth look at sustainable design and how to incorporate both the practices and the products into the design center. Design for an Aging Population o Within the next 10 years, 77 million people will retire. This large segment of the US population is leading a longer, healthier, more active life and will require homes and finish options that support this lifestyle. Our home environment directly influences our behavior patterns. When a home encourages and allows for independence it can extend the number of years we live and the quality of our life. This course will explore how, through thoughtful design, you can create living environments that support mobility, function and independence. RETAIL SALES SERIES 6

7 Today retail consumers are extremely savvy and are more educated than ever before, partly due to the vast amount of information available to them via the Internet. The Retail Sales Series includes courses such as, Connecting with the Customer, Design 101, and Making the Sale on the Retail Floor. Together these courses will strengthen any sales professional s skill set and create satisfied buyers. The course currently available in the Retail Sales Series is: Design 101 Selling carpet, hardwood, ceramic tile or other products alone may not satisfy all the wants and needs of your customer. Having a basic understanding of color and design will provide you with additional information and ideas so you can communicate all of the design possibilities for your customer s home. Connecting with the Customer o To be successful in any sales transaction, there first must be a positive connection with the customer. Strong, finely-tuned interpersonal skills and proper etiquette will enable the sales person to be a good listener, an effective communicator, monitor body language and demonstrate that he or she is a person who cares about the needs of their customer. This course examines the necessary skills and personality traits that will win over customers time and again. Sales Management o Selling is not complicated and it is not a mystery. However, it does require learning the basics and implementing them consistently. 7

8 Learn how we identify those basics and how to instill them in your sales team efficiently and productively. Making the Sale on the Retail Floor (in development) o People don t like to be sold to but they like to buy! How can you create a situation where people want to buy from you? This course will teach you how to market yourself as a trusted advisor; one who knows how to focus on the customer, how to make that customer feel safe and respected, one who has in-depth product knowledge and the willingness to go the extra mile to meet the needs of the customer. The course also provides techniques for overcoming common objections and creating loyal customers. HOME BUYING EXPERIENCE SERIES New home construction is a complex process. The production process time frames, sequence of events and tasks have been developed through years of experience by a variety of builders in different markets. This training series will walk you through the preconstruction steps from sales contract to the permit process. It will also provide detailed information on the actual construction process of the home as well as a detailed explanation of the home s various electrical, mechanical and plumbing systems. Finally this series will provide an overview of standard warranty and customer service procedures. Home Purchasing Experience Stages of Construction (in development) New Home Orientation (in development) Customer Service and Warranty 8

9 CUSTOMER SERVICE SERIES Providing exceptional customer service helps an organization or an individual build and foster a valuable reputation for dependability and quality performance. The Customer Service Series includes courses that cover the fundamentals, skills and tools needed to provide excellent customer service in today s competitive marketplace. The Art of Customer Service (in development) o The difference between excellent service and poor service comes down to one s interaction with the customer. This course teaches students about the skills needed to provide excellent customer service and can enhance even the seasoned associate s performance. Designed for a general audience, this comprehensive A to Z course is valuable to students in any service oriented business environment. CUSTOMIZED TRAINING Whether you are looking to adapt one of our existing courses or want to develop an entirely new curriculum for your specific needs, Trainingspace TM is your partner in creating engaging, content-driven, quality online trainings. Our Trainingspace TM products consists of a combination of video from our extensive library (or yours), Flash animation, audio and interactive games and activities. Please contact us for more information. 9