Development and Training Programme: Sales Training
Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: 088 072 940 Australian Business Number: 53 088 072 940 Name and title of key contact: Julie-Anne Hazlett Telephone: +61 2 9927 3325 Mobile: +61 407 665 757 Facsimile: +61 2 9927 3327 Email: jhazlett@fifthquadrant.com.au P a g e 2
Table of Contents 1. Overview... 4 2. Sales Training... 5 3. Our Trainers... 7 4. About Fifth Quadrant... 8 P a g e 3
1. Overview Fifth Quadrant provides customised training and development programmes to the Service Sector in Asia Pacific. Based on 15 years of research, consulting, publishing and training in the services sector, Fifth Quadrant has developed a unique series of training and development programmes for people working in the services sector, from executives to front-line staff. Our Service Leaders Executive Development Programme includes the following courses: 1. Developing an Enterprise Wide Service Strategy 2. Service Leadership Development Fifth Quadrant partners with the world s leading contact centre training provider, The Call Centre School, to deliver the specialist role and front-line training programmes. Our Service Leaders Specialist Development Programme includes the following courses: 1. Contact Centre Supervision 2. Workforce Management 3. Quality Monitoring and Assurance 4. Operations and Business Management Our Service Leaders Front-line Development Programme includes the following courses: 1. Frontline Fundamentals 2. Sales Training P a g e 4
2. Sales Training Core Modules 1. Selling Through Service: Increasing Revenues with Customer-Focused Selling Get everyone on board with a customer-service selling mindset that encourages the right behaviours 2. Anatomy of a Sales Call: Four Steps to Successful Selling Learn the four essential steps and techniques for sales success 3. Sales Coaching for Supervisors: Techniques for Maximising Sales Learn the specialised techniques for coaching frontline staff to maximise sales efforts 4. Building a Sales Operation: Ten Essential Elements Learn the ten critical elements of creating a telesales organisation Core Module Details 1. Selling through Service: Increasing Revenues by Customer-Focused Selling Selling isn t just for sales reps anymore. As more contact centres move toward up-selling and crossselling, yesterday s customer service agent needs to be today s all-round service and sales representative with the knowledge and skills to develop and close sales and ensure a quality experience for each customer. This session will provide the basics of how to make the most of inbound sales opportunities, both in pure sales and service/sales environments. You ll gain new perspectives on how upselling can benefit the customer and learn upselling techniques that maximize the customer relationship as well as the company s bottom line. Attendees will learn to: Identify sales opportunities in the everyday service environment. Identify up-sell opportunities at the end of a regular sales transaction. Overcome fear and reluctance to making the additional offer. Position the sale from the buyer s perspective. Select the right words to support a relationship selling interaction. 2. Anatomy of a Sales Call: Four Steps to Successful Selling Whether your calls are purely sales or order-taking opportunities or a potential sale at the end of a service or technical support transaction, there are still just four general components of a call. In this session, we ll explore the four components of a sales call and what to say and do at each stage to best support the customer and make the sale. Learn how to make the most of the Engagement stage in the first few moments of a call and progress through a successful Discovery process. Once the customer needs have been identified, learn how to present a solution that is all about the customer and reach a commitment that is a win-win scenario for the centre and the customer. Attendees will learn to: Identify the various types of sales opportunities and how they re similar. Identify strategies to develop trust, confidence, and rapport in the Engagement stage. P a g e 5
Outline questioning techniques and sharpen listening skills for the Discovery process. Position the Solution in a positive way from the customer s perspective. Reach the Commitment level of the call and close the sale successfully. 3. Sales Coaching for Supervisors: Techniques for Maximising Sales Most sales training programs have a very short-term effect on performance because new skills and capabilities are not consistently applied and reinforced. Training for frontline staff should ideally be accompanied by ongoing sales coaching in order to achieve consistent sales results. However, while many Contact Centre Supervisors are equipped to coach a basic customer service call, they re missing some skills for coaching and fine-tuning sales behaviors on a call. This session will provide the needed skills and techniques to help supervisors guide and direct behaviors to maximise sales success. Attendees will learn to: Define sales goals and desirable call behaviors. Identify motivation factors and factors in getting agent buy-in for the sales process. Describe ways to establish and support a selling mindset for calls. Identify gaps in all four stages of a sales call and ways to direct change. Describe strategies for reinforcing successful sales behaviors. 4. Building a Sales Operation: Ten Essential Elements Creating a high-performance sales centre is not just about teaching frontline staff to sell. It s about creating a sales culture an environment in which the tools, technologies, processes, and incentives all support maximum sales performance. This session provides a foundation for creating and sustaining a high-performance sales centre. You ll learn how to uncover hidden revenue opportunities and build a business case for implementing the needed systems and incentives for making those revenues a reality. You ll also hear proven practices for setting performance criteria, selecting the best sales staff and training them effectively, coaching for sustained improvement, and proving incentives that reward the right behaviors. Attendees will learn to: Uncover hidden revenue opportunities, along with maximizing current revenue streams. Identify traits of the most successful sales people and how to interview and screen for these when interviewing. Outline the critical factors in the sales training curriculum. Define the most effective performance criteria and eliminate what is not working. Redesign the sales incentive plan to reward the right behaviors. P a g e 6
3. Our Trainers Dr Catriona Wallace Director Dr Wallace is the Managing Director of callcentres.net. Dr Wallace is Adjunct Faculty at the Australian Graduate School of Management, in the field of Organisational Behaviour, where she lectured on the Executive MBA Programme for 10 years. Catriona has published numerous research reports and articles related to the service industry and is the author of "The Complete Guide to Call and Contact Centre Management". Julie-Anne Hazlett Head of Contact Centre Training Julie-Anne has been providing training and consulting services to the service sector around the world for more than 12 years. She has worked with organisations varying in size from 10 to 26,000 seats focusing primarily in the area of service strategy improvement through Workforce Optimisation. Julie-Anne is recognised as one of the industry s leading trainers in supervisory and workforce management training. Julie-Anne has a BA (Hons) in International Business Studies and German. She also has a Diploma from the University of Cambridge in Teaching English as Second Language and worked for several years as an English language teacher in Germany. William Dieu Senior Trainer William Dieu has a Bachelor s Degree in Economics and a Master s Degree in Marketing. William s role at callcentres.net since 2001 is to manage Asia- Pacific contact centre projects. William is an expert on contact centre operations and is an accredited trainer in this field. Ronene Cauchi Senior Trainer Ronene has worked in the contact centre industry for over 15 years with the last 11 of those being in Workforce Planning. Ronene has extensive experience Workforce Planning in both front and back office environments with organisations including Westpac and Telstra. Ronene is an accredited trainer across many specialised Contact Centre areas. P a g e 7
4. About Fifth Quadrant Established in 1998, is a Service Strategy Management Consultancy and Analyst organisation. We provide management consulting, service industry reports, customer experience design, customer research and executive training programmes. We work across contact centre, face-to-face, online, correspondence and social media service channels. We work with our clients to design and operationalise service strategy in order to enhance customer experience, reduce operating costs, drive revenue and optimise operations across multiple service channels. Fifth Quadrant conducts extensive research within the contact centre and customer service industry, producing Analyst reports that underpin our approach to consultancy with evidence-based statistics and analysis. Fifth Quadrant callcentres.net is our online, publishing and social media division providing Customer Management industry professionals with news, insights and research within the Asia Pacific region. Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise and proprietary methodologies to ensure organisations have highly effective service strategies, operations, management and leaders. Different to other management consultancies, we are able to offer an integrated programme including customer research, market analysis, diagnostic assessment of operations and technology, strategy development and execution, improvement of service operations and education. Fifth Quadrant s services include: P a g e 8