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  • Understand the impact of poor customer service on business and public sector organisations
  • Understand the benefits to you of providing outstanding customer service
  • Be able to identify your connection to the organisation’s customers
  • Features and benefits of your products and services and the sector you operate in
  • Your organisation’s systems and services
  • Your team’s strengths and weaknesses
  • Your competitors’ products, systems and promotions
  • Understand how the sales process is key to generating consistent good service, higher sales and encouraging customer loyalty
  • Be able to describe the skills required in the ideal sales process
  • Be able to map the process and skills into your own job and abilities
  • Understand the factors which combine to make a good first impression
  • Improve on your ability to deliver a good first impression
  • Know how to dress appropriately for your role
  • Understand how to acknowledge and approach customers
  • Know how to build a successful rapport with your customers
  • Identify the key skills required to understand the needs of your customers
  • Learn how to listen actively to the customer
  • Identify the barriers to effective listening and plan how to break them down
  • Practice effective questioning techniques to tune into specific needs
  • Understand how to interpret body language and tone to drill down to the customer’s real message
  • Using your product knowledge and professional judgement to deliver best advice
  • Handling objections calmly and professionally
  • Proposing solutions with products which may also suit them
  • Focusing at all times on the customer’s needs and wants, giving them your full attention
  • Understand how complaints can benefit your business
  • Adopt a positive attitude towards complaints
  • Understand the importance of a consistent complaint resolution process
  • Understand the aim of each step in the complaint resolution model you decide to adopt
  • Recognise and avoid the common pitfalls which annoy customers and delay resolution
  • Understand how adult-adult interactions aid problem resolution
  • Understand how to avoid parent/child responses by guiding the relationship through a positive process to achieve resolution
  • Be able to avoid an emotional response and remain calm in challenging situations
  • Ensure the complaint is followed up thoroughly to complete resolution
  • Persevere in difficult circumstances
  • Develop your listening, questioning and other communication skills to help and build relationships with all customers irrespective of their situation
  • Identify and focus on the key factors of a successful presentation
  • Appreciate the impact of a clear and effective presentation structure
  • Connect with your audience’s needs to deliver your message with impact
  • Understand the power of visual aids to create a shared understanding with your audience
  • Identify key steps to making a memorable and powerful presentation
  • Be aware of what you seek to achieve and set clear objectives for your presentation
  • Develop a checklist to analyse the needs, attitudes and expectations of your audience
  • Maximise the opportunities available to you – location and length of presentation, key players attending
  • Make contingency plans for when things go wrong
  • Adopt the appropriate delivery style to suit your audience, objectives and venue.
  • Know how to plan your time efficiently to prepare a thorough, targeted presentation
  • Employ the Rule of 3 to shape your structure and power your key messages
  • Adapt your structure to match your time allocation, cut or enrich content to fit
  • Design your messages to engage and connect with your audience’s needs
  • Explore the pros and cons of different presentation structures
  • Choose the most appropriate model to suit your objectives and bring your message alive
  • Match your structure with content
  • Understand how to select appropriate words to connect to your audience
  • Restrict words to a minimum without losing the sense of your message
  • Engage with different methods of thought
  • Investigate and use different techniques to fit your audience and message
  • Understand the difference between low and high impact openings and closings
  • Adopt the INTRO mnemonic for a strong opening and the STØP mnemonic for a memorable and effective close
  • Recognise and avoid the features of poorly designed visuals
  • Identify when a visual aid or other media will enhance your presentation
  • Describe successful supporting visuals and ensure yours are legible, clear and have impact
  • Ensure your notes support rather than intrude on your relationship with the audience
  • Create effective hand-outs to clarify your points and support your audience
  • Understand how to create impact with stories, examples and anecdotes
  • Ensure the story or example is relevant to your key messages
  • Practice delivery to ensure it is polished and convincing, personalise the example to make it your own
  • Explore building tension and suspense
  • Create colour with your voice through pace, pitch, pronunciation and use of pauses
  • Convey confidence with your posture and dress
  • Employ movement, gesturing and your body language to express your message with sincerity
  • Handle your visual aids, notes and handouts with confidence
  • Gain control of your nerves
  • Rehearse thoroughly and effectively
  • Use questions as an opportunity to tailor your presentation to audience needs
  • Prepare for questions and indicate that you are open to questioning
  • Plan when to answer questions
  • Value every question
  • Check your understanding of the question, think before you speak, and answer as clearly as possible
  • Be sincere, admit if you do not have the answer
  • Rehearse to improve your ease with visual aids, handouts and timings
  • Explore your use of words and phrases for best impact
  • Experiment with voice “colour”: speed, volume, tone and the power of the pause
  • Rehearse in the same posture you plan to deliver, with your visual resources if appropriate
  • Rehearse alone initially and then seek supportive feedback when you feel prepared
  • Recognize influencing as an adult, respectful alternative to both command and manipulation
  • View influencing as a process, not an action
  • Recognise that you must be others-focused not self-focused
  • Generate SMART influencing goals with win/win outcomes
  • Be able to identify champions, blockers and your floating voters
  • Use 4 different approaches to getting your ideas across according to the circumstances
  • Identify and use the thinking patterns of individuals to frame an idea and communicate
  • Interpret and control body language to augment communication
  • Identify an individual’s false realities and challenge positively
  • Understand the conditions for trust and use trust principles to build trust with individuals
  • Analyse an individual’s values and priorities including: openness, security, creativity, listening
  • Use communication techniques and content to appeal to an individual’s values
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