The Steps of Service... Without Stepping on the Customer

Summary

The seminar reaches further into the customer interaction to explore the basic steps, the reasons, the returning customers and building the relationships through Quality Customer Service and beyond. Tips on training will be covered in depth, which will assist the management participants to become better trainers.

Who will benefit:

Individuals of any sales position and field will benefit from this seminar. Management staff members are recommended to obtain an understanding and be able to provide the information and direction to the team members.

What we will cover:

ü      Overview of Quality Customer Service

ü      Overview of service from the employee's perspective

ü      Overview of service from the customer's perspective

Steps of Service

ü      Step One: The Greeting

ü      Step Two: Sharing

ü      Step Three: Make the sale

Knowledge of Services Provided

ü      Product and/or Service knowledge

Training Programs

ü      Role-Playing or rehearsing

ü      Format the training program

ü      Implement the training program

ü      Monitor the training results

Goals and Planning

ü      Establishing goals

ü      Reinforcing goals

Recognition and Continued Development

ü      Rewarding the winners

ü      Coaching the opportunity

ü      Where to draw the line

Importance of Service

ü      Building the long term relationship with the customer

ü      Times are tough... get tougher

ü      Think like a winner... Act like a winner... Be a winner!

Sales and Marketing

Summary

Thrive or survive. The individual in the sales field must understand the basic steps to follow within any interaction and presentation. Survival is reliant on knowledge of the basics and the process must be seamless. The seminar will guide the individuals through the steps of successful individuals who have proven methods.

Who will benefit:

Individuals who focus on business-to-business and outside type sales

What we will cover:

Define Characteristics

ü      Know who you are

ü      Setting realistic goals

ü      Professionalism is attitude

ü      Define your strengths and attack your opportunity areas

Product or Service and Planning

ü      Know your product or service

ü      Who and how to target

Presentation skills

ü      Talk and then listen!

ü      Understanding the personality of the client

ü      You have the solution; how to convey the message

Sales Process

ü      Contact

ü      The need

ü      The solution

ü      The presentation

ü      Closing the sale

Follow Up

ü      Maintain the account

ü      Maintain the relationship

Communication and Style

ü      Written communication tips

ü      Phone Communication tips

ü      Email communication tips

Develop New Accounts

ü      New must accompany the existing

ü      To call or not to call

ü      Prospect 24/7

Time Management

ü      Priorities

ü      Action!

Merchandising to Sell

Summary

The seminar will review how merchandising will affect sales. Companies have been contracted to track and analyze customer habits. From the items and displays, which command attention to the closure rate of the locations, this is a science. Is your location customer friendly? We will review locations from the front door to the back and provide tips to assist in creating a sales floor that works.

Who will benefit:

Management and individuals involved in the merchandising aspects of the business

What we will cover:

ü      Overview of merchandising practices

The Message

ü      The message to draw in the customer

ü      What is your statement and how to convey it

ü      Window displays

ü      Front displays and entry area

Sectional Review of the Store

ü      The front of the store

ü      The middle of the store

ü      The back end of the store

ü      The path of the customer... to the right

ü      Displays and end caps (KISS)

ü      Less visited territory in the store

ü      Blind spots effect your business

Attention to Detail

ü      Drawing attention to low traffic areas

ü      Cross merchandising

ü      The attention span of the customer

Demographics and Merchandising

ü      Just because it works across the street, doesn't mean it will work here

ü      You built a monument with no sign to advertise

Customer Habits

ü      Male and female shoppers

The Final Stop: Make it Work

ü      The cash wrap area

Maintenance

Management and Leadership  (back to top)

Management Fundamentals

Summary

The seminar will focus on the basic needs of the newer manager. We will review the basic issues faced in the position from sales efforts and practices, employee direction, managing projects and managing time. Mastering the basics and understanding how to direct a team will provide the difference from manager to great manager.

Who will benefit:

Newer managers, individuals seeking promotion, as well as tenured managers who would benefit in a refresher in the basics

What we will cover:

ü      The role of manager

Identify the Style

ü      Defining the style of the manager

Communication Basics

ü      Communication in many forms

Expectations and Accountability

ü      Setting expectations for the team members

ü      Setting goals and achieving through team effort

Planning

ü      Prioritizing daily and beyond

Coach to Motivate

ü      Coaching and motivating the team

ü      Mentoring through experience

Interpersonal Skills

ü      Understanding personalities of the team members

ü      Handling difficult situations with team members

Responsibilities

ü      Handling stress in the workplace

ü      Communicating to your supervisor

ü      The basics of recruiting, interviewing and hiring for the team

ü      Be a leader not simply a manager

Advanced Management Skills

Summary

The seminar takes a step further from the Basic Management Skills Seminar. The Advanced Management Skills Seminar takes an in depth view of the basics as well as exploring additional areas. The seminar is set to expand the knowledge and challenge the individual to achieve more and assume responsibility within this ever-changing field. One must know what it takes to stand above the crowd and this seminar is set to do just that.

Who will benefit:

Managers in position who desire to expand their knowledge and challenge themselves. Individuals seeking the next position within the company will benefit from the seminar as the program is set to challenge the individual to achieve more through expanded knowledge and responsibility.

What we will cover:

Personal Evaluation

ü      The role of the manager

ü      Defining the style of the individual

ü      Defining the strengths and opportunities

Understand Responsibility

ü      Responsibilities of the manager

ü      Leading the pack

ü      Communication through all forms

ü      Communicating to your supervisor

Team Analysis and Motivation

ü      Review the team analyzing the strengths and opportunities

ü      Coaching the team and understanding how each individual responds

ü      Setting plans for development

ü      Setting goals and achieving through team effort

Handling Situations

ü      Solving daily problems and issues

ü      Handling difficult situations with team members

ü      Handling stress in the workplace

Staffing and Team Building

ü      The basics of recruiting, interviewing and hiring for the team

ü      Setting the expectations

ü      Creating the training plan

ü      Follow up

Global Thinking

ü      Understanding budgets from both sides (field and corporate)

ü      Understanding the role of the manager and store and how each fits into the big picture

ü      Why a leader is essential to a winning team

ü      Prioritizing daily and beyond

ü      Long term goals for the career

Team Development

Summary

The seminar will review processes in analysis of individuals to creating the necessary plan for development. Understanding the variations that exist between individuals, and how to bring out the best in each is essential to building and developing a team. The participants will review the steps of defining and creating the plans, through to the follow up of each individual and team effort.

Who will benefit:

Management

What we will cover:

ü      Defining the team

Individuals and How Each Fits into the Team

ü      Understanding the individual and how to evaluate characteristics

ü      Understanding the position and how each individual will fit into the position

ü      Understanding the pieces of the puzzle and how each position contributes to the team

Analysis of the Team Members

ü      Creating the "have" list

ü      Creating the "need" list

ü      There is no "I" in TEAM as there is a team not YOU

Motivational Practices

ü      Motivation

o       Acknowledge each person's contributions

o       Show care and recognize

o       Offer your expertise

o       Ask their opinion

ü      Empowering

ü      Recognizing the contribution and person

Coaching and Leading

ü      Coaching to win

ü      Being a leader and not a dictator

ü      Understanding that everyone is not you and shouldn't be

ü      Controlling the team and not letting the team control you

Communication

ü      Communication lines open

ü      Playing favorites should not play a role

ü      The power of persuasion

Confidence and Behavior

ü      Confidence begins with you

ü      Winning attitudes begin with you

ü      Positive reinforcement regardless of situation

ü      Emotions cannot play a role in decisions or handling of situation

ü      Developing the confidence through practice

Qualities of Leadership

Summary

A leader is essential to the success of the business. Qualities of leadership are developed through time with experience. The understanding of the personal style and attributes and how to utilize and develop each area is within this program. We will focus on defining the characteristics of a leader, through to the practices of a leader who motivates the team through respect, trust, communication and accountability measures.

Who will benefit:

Management personnel and individuals driven to expand abilities and achieve more

What we will cover:

Defining the position

ü      Defining a leader

ü      Understanding the role

ü      Understanding the image

ü      Understanding the responsibility

Understanding the Basics

ü      New or tenured; practice daily

ü      Avoiding mistakes but accept mistakes

ü      Skill set is in the mind

ü      The direction of the leader

Providing Unified Direction

ü      Motivate yourself first

ü      Instill trust within your team

ü      A true coach will influence and direct habit

ü      Ability to communicate and share a vision

Addressing Issues and Situations

ü      Handle challenges

ü      Handle stress

ü      Address difficult people

ü      Controlling emotions in all areas

Planning

ü      Planning priorities

ü      Set short and long term goals

ü      Delegate and share in the responsibility

Time is Money... Spend Your Time Wisely

Summary

The seminar will focus on setting and following plans and goals. Time management is essential to operations and overall performance. Knowing what to set as expectation through analysis of the responsibilities faced and additionally placing the responsibility and accountability of each individual to ensure each team member is contributing to potential is the desired goal.

Who will benefit:

Individuals of any position and field will benefit from this seminar. Management staff members are recommended to obtain an understanding and be able to provide the information and direction to the team members.

What we will cover:

ü      The definition of time management

Key Points to Assess

ü      Defining the aspects necessary to identify and monitor performance

ü      Examine your responsibility, task and priority

ü      Review the definition grid of priorities and how to prioritize and accomplish

ü      Identifying tasks or responsibilities

Establishing Time

ü      Understanding the time frame to complete

ü      Understanding the true capability of the individual

Communicating Expectations

ü      Understanding time needed to complete tasks

ü      Setting expectations

ü      Avoiding interruptions

ü      Sharing in the task load

Evaluation of Process

ü      When it is right and when it is wrong - how to know and how to fix

ü      Analysis of the entire operation and how each responsibility task measures to the overall picture

ü      Setting the plan

o       Daily

o       Weekly

o       Monthly

o       Special Project Management

Providing Feedback on Progress

ü      Following up and providing feedback

ü      Training and patience

Recognize and Share Successes

ü      Recognizing positive contribution and the impact on productivity

Personnel Development

Summary

The seminar focuses on the individual and the contribution to the team. First analyzing the individual and creating the plan for development is not enough to ensure strength of contribution. To develop, a plan requires objectives, timeline, coaching, follow up and reinforcement. Additionally, we will cover the process from recruiting, interviewing and hiring through to the appraisals conducted. Points of direction will be reviewed to understand how to develop and address issues concerned with the team members within the business.

Who will benefit:

All levels of management with limited experience in the area of personnel management

What we will cover:

ü      Overview of individuals comprising the team

Interpersonal Relations

ü      Understanding interpersonal relations

ü      Understanding individuals and characteristics

ü      Maintaining relationships at work

Issues and Emotions

ü      Anticipating issues

ü      How to handle grievances

Defining Position and Recruiting, Interviewing and Hiring

ü      Job descriptions and expectations

ü      Recruiting techniques

ü      Interviewing skills

ü      Hiring

ü      Explaining benefits for your company

ü      Setting immediate expectations

Counseling and Review of Team Members

ü      Counseling employees

ü      Performance ratings and assessment

Training and Development

ü      Training programs and development systems

ü      30, 60, 90 day review on new hires

ü      Follow the 5 W's

Setting Plans for Individuals and Team

ü      Action plans and goals to challenge

ü      Fair and consistent practice

Career Planning for Individuals

ü      Review a Career Development Program for individuals with the desire to progress in their personal career

Communicating Issues to Supervisors

ü      Direct to supervisor

ü      Direct to the HR department

Communication Skills

Summary

The seminar will focus on the aspects of communication in the workplace as related to both team and customer. The skills to communicate are essential to ensure productivity, performance and unity within the team. It is important to understand the manner necessary to communicate across all levels to achieve desired results and responses. We focus on issues faced in the workplace and how each can be addressed.

Who will benefit:

Leaders with a desire to influence others, achieve greater results and reach the next level.

What we will cover:

ü      Forms of communication

Listening Skills

ü      Importance of listening attentively

ü      Avoiding common mistakes in listening

ü      Elements of response

ü      Types and habits of listening (good and bad)

Feedback

ü      Recognizing contribution and accomplishment

ü      Forms of feedback to team members

ü      Encouragement and coaching forms

ü      The do's and don'ts of communication and feedback

Communicating and Sharing Information

ü      Sharing of information from the entire team

ü      Encouraging voice and contribution through idea sharing

Barriers in Communication

ü      Types of barriers within the team and how to overcome

ü      Non-verbal/non-written types of communication

Issues in Communication

ü      Avoiding confusion and frustration through proper communication

ü      Needs of the individual and how to address regarding communication levels and types

Non-Verbal Forms

ü      Written communication basics

ü      Electronic communication

Professionalism and Format

ü      Professionalism and the effect on communication

ü      Target your objective through communication

ü      Communicating to any level within the organization

ü      Adapting the style to circumstance

Summary

ü      Developing your ability to communicate through constant observation

ü      Your actions, words and delivery are critical to the end result

ü      Communicate effectively and results are guaranteed