|
| |
 |
ArticleBot V1.0: Submit Your Articles to More Than 400
Top Of The Line Article
Directories Completely
On Autopilot For Massive Backlinks...
HOT!Requires: Windows |
|
The Sales Cycle is a great model to use to help you to plan, to set goals and to increase success in sales. Success comes from managing each stage of the sales cycle effectively. This involves having a personal management system, where you sit down at least once every week to review, plan your next sales activities and set goals for the following week that will ensure increased sales.
Indentify Your Sales Cycle
Identify each stage of the sales cycle, there may be from five to seven stages...
Team Management - Getting Your Employees to Work as a Team
Getting your employees to work as a team may seem daunting. When you look at their shortcomings, the poor communication or lack of effectiveness, you may think they can never change. They are good people, but they just dont pull together.
Simple group dynamics tells us that the culture and behaviour of the group comes from the Leader. It is the Owner or Manager who puts the good practices, procedures and positive team culture in place. Changing how you do things will improve the group...
Communicating Effectively, Tips for Effective Workplace Communication
Communication in the workplace is not the same as communicating outside work. You will have to work with all sorts of people. You will be communicating with them, building relationships, influencing and persuading them. All of this requires a type of thinking about communication that is different from that we use communicating outside work.
It is a much more conscious way of thinking about how you communicate with others. There is a lot to be learnt. There are skills, techniques and...
Communication Skills - First Steps in Communicating Effectively
Competence with communication skills is essential in the workplace. By competence we mean working at how you communicate, so that you get better and better at communicating effectively with all of those people with whom you interact.
The Need for Communication Skills in the Workplace
Outside of work, relationships are different. You can choose your relationships. You can build a relationship with someone you like, or with whom you share common interests. You are communicating with...
Defining the Role of a Customer Service Representative to Improve Customer Service Excellence
Every Company now appreciates the need for Customer service excellence, and the importance of this in achieving Customer loyalty. But how do you ensure that your Customer Service personnel will achieve excellence in every interaction with their Customers?
The Foundation Building Blocks
The foundation building block for any employee in any role is, do I know what is expected of me? With the Customer Service Representative, it is no different. They must know
1. Their Role with their...
Presentation Skills - Tips for Making Effective Presentations
The ability to make an effective presentation is important to many in the business world. The presenter may be presenting to a group of managers, colleagues or clients. The presentation will have a definite purpose, he or she will have specific goals to achieve with their audience in each presentation.
The Importance of Presentation Skills
The presenter uses three elements to ensure they achieve their goals:
1. The content of their talk
2. Slides or other visual aids
3. Their skills as a...
Training for new Managers - What Managers Need First to be Effective in the Management Role
A high performing team is every leaders dream. The leader of any team wants to build a team that want to achieve, that knows how to achieve and who enjoys getting better and better. How does a leader take their group and turn them in to this high performing team?
Eight Steps to Building a High Performing Team
The following eight steps will guide the leader through the process of building their team.
Step 1 - BIND the Team together. A team needs to have a SENSE of being a team, a feeling...
Telephone Skills Training - the Structure of an Effective Telephone Call
Every telephone contact is important, and training your staff in handling each call professionally and effectively is essential. Telephone skills training should be done in short sessions on an ongoing basis. Refresher training is good for all.
The Objectives of Training
The purpose of training is twofold:
1. To refresh our purpose with Callers, and our goals on each telephone call
2. To refresh our skills on each call from beginning to close
The goal is to clarify the trainees...
The Definition of Exceptional Customer Service
A clear definition of exceptional Customer service is important for any business. When is a Customer service experience exceptional, when is it BAD and when is it good, but NOT exceptional? Everyone knows that Customer satisfaction and keeping the Customer happy is important. To many people in business, however, these maxims are very vague and not clearly defined. A business, large or small, that is fuzzy in its approach to Customer Service, will have only a very small chance of achieving...
The Best Source of Sales Tips and Techniques for Sales Professionals
Where does an experienced sales professional find a new sales tip or find a technique for improving some area of their sales? Where does someone who has had loads of sales training and years of first hand sales success go for something really valuable to help them continue to improve their sales skills and results?
Expensive Sources of Sales Techniques
Some sales professionals go to sales conferences, attend sales training, read books, watch DVDs or have recordings of successful sales...
Improving Management Style - Methods of Reinforcement
All effective Managers use good methods of reinforcement and use them effectively. It is impossible to train staff, motivate teams or achieve a high level of performance without them. Any manager can improve their management style by improving this aspect of their management skills.
Staff complain of lack of recognition, lack of encouragement, sometimes even the feeling that no one is even interested in what they do in the workplace. These factors are all major de-motivators and they lead to...
Positive Attitude in Sales - Use These Words That Sell
A positive attitude is a key sales tool. A positive attitude is something sales people work on, practice, sharpen and tune. Attitude breeds attitude, and if you are negative, the other person will be negative. Positive thoughts lead to positive language, and this is the language that sells. Within this positive language there are very powerful words that, if used effectively, are proven to be the words that sell.
It might be said that it is challenging to maintain a positive attitude in...
Team Leader Training - Why run Team Meetings?
A Team Leader, at any level, is responsible for building a high performing Team. The main tool or process for the Team Leader to build their Team is the Team Meeting. Unfortunately, in the real world, meetings are not always interesting and productive affairs! Meetings can be dull, repetitive, boring events, where it is far too easy for each participant to switch off, to become disengaged, and to be totally uninvolved with the whole process.
Its hardly surprising then, that when they leave...
Team Building - the Goals and Objectives of a Team Building Workshop
Should we consider a facilitated Team Building workshop? This is a thought that often comes up in an Organisation. It is usually driven by very definite issues that have arisen concerning the Team, such as performance issues, attitudes, relationships and so on. A Team Building Workshop may well be the solution. The key to success for this workshop is to identify very clear goals and objectives for the outcome of the event.
In any Organisation, and at any level, a facilitated Team Building...
What is a Good Customer Focussed Attitude in a Customer Service Person?
We often hear that it is important for any Customer Service person to have the RIGHT attitude. It is important that Customer Service agents do not have a BAD attitude to the Company, the Customer or, indeed, to their role. Identifying a bad attitude in someone is easy; we see it all the time. But what is the ideal focus and attitude? This article will help identify a positive, assertive, Customer focussed attitude.
In Customer Service, the outcome for the Customer and for the Company is in...
The Advantages of Teamwork at the Office
An office environment can be intense. It might be pressure from workload, tension with office relationships, stressful problems that are difficult to solve or the ever-increasing demands from Management. Good teamwork at the office will put all these negatives into a completely different light. They move from the present, to the past. The advantage of Teamwork is that they become issues we have addressed, challenges we have responded well to, and shared achievements we have celebrated...
Professional Sales Training - Managing Leads to Generate New Sales
Many Sales Professionals are very comfortable maintaining long term relationships and developing repeat business from existing clients. However, it is the goal of every Company to retain existing business and to develop new clients and new sales. This involves identifying a pool of sales leads, and converting some of these leads to new business.
Key Points with Sales Leads
There are several key points when it comes to beginning work on developing your leads.
1. EVERY lead is precious, do...
Management Coaching, Using Learning Styles in Coaching and Training
In management coaching, we can assume that individuals will learn in a very definite way. For example, a Manager may assume that if you tell them, people will learn; others will say that it is better to show them, and then they will learn. Managers think this because that has been their own experience. However, a simple fact of life is that not everyone is like them! In fact, as a rough guide, you can assume that only 20 per cent of the population are like you, and the other 80 per cent are...
Giving Feedback to Manage Performance
Giving feedback effectively to motivate and manage performance is an important part of the role of Manager or Supervisor. Giving feedback is a key tool that Managers use to ensure that the employee learns, improves and reaches the desired performance level. The following guidelines will help you give feedback in a way that achieves the desired results.
Receiving feedback on your effort, your attitude or your performance is the way that you learn, improve or are motivated to maintain a good...
What is Good Customer Service? What is Exceeding Expectations?
Good customer service is key to any business. Your competitors are competing with you not only in terms of products and price, but also in terms of their experience of your service and your people. In times of recession and low spending, good customer service can give us an edge. However, do we know exactly what makes customer service GOOD?
Three Types of Customer Experience
Imagine a Customer in any situation. It could be buying in a shop, or interacting by telephone, or in a...
How to Build a High Performing Team
Building a high performing Team is a key part of the role of a Manager. High performing comes from two distinct elements, high performing individual Team members, and a Team that is moving towards the stage of High Performance. An effective Manager is working one to one to improve individual performance, and working actively to develop his or her Team through the stages of Team development. Using Tuckman's model as a framework, we can tease out the Manager's focus and tasks at each...
Improving Sales Results, Success in making Sales Appointments
Making appointments is an essential part of the sales process in all direct selling situations. We need an appointment to give us our platform where we can apply our excellent consultative sales skills to the advantage of both parties. But making those awful appointment calls! Who wants that much rejection? They do not even give you a chance!
Secret Number 1 Use Active Motivators
You do not like making appointments? No-one does, and you never will! Do not even TRY to like making...
Insurance Industry Increase Sales and Retention from your Customer Service Team
The Insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most Insurance Brokers and Insurance Companies are searching for that winning edge, but frequently miss the full potential offered when Customers ring in to the Organisation.
A Sales Management Approach to Customer Service
Customer Service teams in the Insurance Sector are trained to give quotes, or to accept renewals or cancellations. Some Insurance Renewals or...
Team Building in Business - What is a Team?
The concept of Team is vital to success in Business, and Team Building is part of every Managers role. By building high performing Teams an organisation can harness the power of many individuals to achieve even greater heights. A good Team has benefits both for the Company, and for the individual members of the Team. Belonging to a winning Team is one of the most satisfying and motivating factors inside and outside of work. Team Building is an important part of working life. But what exactly...
Team Leadership - The Importance of Aligning the Team to Achieve Goals
Aligning the Team is an important part of the role of the Team Leader. Alignment underpins the focus of the Team, their motivation to achieve and their level of performance. This article helps the Team Leader identify the key factors of alignment that will influence the performance of their Team.
Success in the role of the Team Leader, at any level, is measured by the performance the Team. The effective Team Leader knows that developing a high performing Team involves many Leadership skills,...
Telephone Skills - How to avoid Irate Callers in Customer Service
In Customer Service, we get stressed callers from time to time. Stressed callers are Customers who have the potential to become irate. Poor Customer Service skills will actually make them become irate. The skilled, high performing Customer Service agent will defuse the situation, and will prevent the Customer from becoming irate. Here we offer key tips and techniques to avoid any caller becoming irate.
Despite what the poor Customer Service representative may think, no Customer wants to be...
Customer Service Training Improving Skills in Call Centres
Working at building and improving Customer service skills and techniques is vital in any Call Centre. It is so easy for bad attitudes to creep in and these can quickly affect how the Customer Service agent performs with your Customer. It is relatively easy to run short, motivational Customer Service training sessions to improve focus and skills. Here we give some ideas for training modules.
Customer Service skills training in Call Centres often takes place once in a Customer Service Agents...
The Importance of Role-play in Customer Service Training
Customer Service training is vital for anyone who interacts with Customers. This training does not have to be given by an external Customer Service specialist trainer, though this is often useful. However, it is important that the training is totally relevant to this particular group and that role-play is a key part of the Customer Service Course.
Many external Customer Services Courses are theoretical, with only a little practical application to the real world of the attendee. In-house...
People Management How to run Effective One-to-ones
Managing the performance of each of their Team members is one of the main accountabilities of the Manager. The goal is that each Team Member will achieve the desired performance and will continually improve and develop. The Performance Management process to achieve this is the regular one-to-one performance management meeting. This is not the annual review, where goals are set for the next six months or year. This is the regular one-to-one meeting held every week or two weeks, where the Manager...
Motivation - Motivating the Customer Service Team
A poorly performing Customer Service Representative isnt just falling below par; they may be actively sending your Customers or Prospects off to the opposition. A whole Team of Customer Service Representatives who is performing badly can be a threat to your survival! And yet a Team can go off over a very short period of time. They can quickly become negative, have a bad attitude or just be totally de-motivated to perform well with their Customers.
Understanding Motivation
Motivation is...
Leadership the Essential Competencies of the Effective Leader
The Effective Leader works at building up and maintaining a series of Leadership Competencies which they use to do their job. By competencies we do not mean natural attributes, personality styles or skills. Competency is something, either natural or learnt, which is practiced and used effectively to achieve their desired goals. For example, someone may be charismatic, but this is only a competency if they are consciously aware of this attribute, and use it purposefully to influence others...
Customer Service - Implementing Customer Service Excellence
Customer Service Excellence is what it takes to bring Customers back to our Company and it is excellent Customer Service that will make them want to buy more of our products or services. Implementing Service Excellence involves the whole organisation, from Managers to front-line Teams. This article teases out some of the key areas of focus in implementing top of the class Customer Service for our Customers.
Customer Service Excellence is not just about our Customer Service people or our Sales...
People Management Effective Tips on Managing People
There are a few basic principles in Managing People which Supervisors or Managers at any level should follow. These basic principles ensure that your reports are focussed on achieving their goals and objectives, and have the motivation to achieve success. Here we outline the key tips to effective People Management.
The Effective People Manager or Supervisor has a framework of People Management objectives, processes and best practices to ensure they lead, manage, motivate and develop each of...
Customer Service Training How to Handle Escalated Calls
Handling an Escalated call is one of the most challenging situations in Customer Service and is one that most people wish they would never have to deal with. However, it is important both to the Company and to the Customer that the escalated call is handled well, and that the issue is resolved. Here we offer tried and tested tips for handling any escalated call.
By definition, handling an escalated call is probably going to be challenging! A call becomes escalated for one of two reasons. One...
Supervisor Training First Steps in People Management
The first key to being a successful Supervisor involves getting a good appreciation of the concept of People Management. Successful Leadership involves both elements of this term, that is people and management. This article provides the first steps in People Management, putting in the framework for working with productively with each Team Member.
People Management, how to manage people, managing people, managing performance, performance management, managing team, managing team...
Supervisor Training the Jump from Team Member to Supervisor
The jump from Team Member to Supervisor is a huge one for most people. One day you are a member of the Team, good at what you do and confident in your position in the working world. Next day you succeed in getting the longed for promotion in your organisation and suddenly you find yourself in a whole new world, that is often quite scary! The first hurdle you face, and it is a big one, is What is this role all about?, 'What do you expect of me?.
People are usually appointed to the role...
Telephone Skills Top Telephone Tips for Professional Offices
The impression a telephone caller forms when they first contact your Professional Office can have a direct influence on your success. The busy secretary or receptionist can quickly adopt attitudes and habits on the telephone that are, to say the least, discouraging to your Clients. Here we offer some core telephone skills tips and techniques to refresh your Office Team.
It often astounds me that a Professional will think nothing of spending huge amount of cash on acquiring his or her...
Telephone Sales Skills Tips to Improve Your Success with Incoming Calls
Success in Telephone Sales with incoming enquiries is measured in conversion rate. What percentage of incoming calls can I convert to a sale? The higher the percentage, the better the Telephone Sales Person, a skilled and experienced Telephone Sales person will convert a higher percentage of enquiries to sales than will a poor performer. Here we look at a few key Telephone Sales skills and tips that will help you achieve a higher conversion rate.
As a trainer and consultant in the area of...
Leadership Skills - Winning over your Team Members
Leadership by definition is about a Leader taking a group of Followers to a defined destination. Without followers, or the destination, the Leader is just a person going for a walk! The first step in Leadership is to get the followers to WANT to follow the Leader to be the type of Leader a Team will respect and want to follow. This article gives useful Leadership skills and tips to help to win Team Members trust and respect.
Effective Leadership is essential at any level of Management...
Customer Service Top Telephone Tips and Techniques
Customer Service Excellence is what every organization, large or small, is aiming to achieve. We are now all highly aware that delivering an excellent experience to all of our customers will play a large part in keeping our Customers coming back. Every telephone call is an opportunity to win or to lose Customers. Here we give some of the essential Telephone skills, techniques and best practices that will help ensure that extra positive experience for our Customers.
Begin with a Confident...
Customer Service Building a High Performing Team Culture
The power of Team Culture is extremely influential on the performance of our Customer Service Team and the quality of Service we deliver to our Customers. Team Culture is THE most important influencer.
In Customer Service, our goal is that each of our Customers will receive high quality Customer Service and an experience of us that will exceed their expectations on each and every call to our Organization. Each caller will have a memorable experience that will encourage him or her to return...
Customer Service - Strategic Management of Customer Loyalty
We now know that building Customer Loyalty is key to success in any organization.
The philosophy was first articulated by Fredreich Reicheld who studied the relationship between three factors - customer satisfaction, customer loyalty and profits. (Bain & Company)
He stated several facts that seem glaringly clear now, but until then, had not been clearly stated.
Tom Peters, author of the seminal business bible In Search of Excellence, described great management ideas as " a blinding...
Writing Effective Business Reports
Writing a really good report can be important to our career, and because of this, it is something we should take very seriously. After all, a written report is a permanent record. It is a record not only of our writing skills, but also of our clarity of thought, our ability to analyse evidence, our problem solving skills and our ability to successfully achieve the purpose for which the report was commissioned.
What is a Report?
A report is a statement of the results of an investigation or...
Team Leader Training the Benefits of In-house Training
Effective Team Leaders are pivotal to the success of any organization. It is the Team Leader that ensures the Team is focused on achieving organizational goals, that they are performing at a high level and that they are successful.
The role of Team Leader is a complex one involving high levels of interpersonal skills, people management competencies, process management and personal effectiveness to name but a few. 80% of these are people centered competencies and these are very new to...
Telephone Sales Building Beliefs Essential to Success
Positive belief has a direct impact on everything we do in Telephone Sales. It will increase our motivation to achieve higher sales results and our drive to perform well on each telephone sales call. It will improve our skills and abilities with each potential customer they will HEAR that we believe in our products, our Company and ourselves. It will increase our sense of achievement and job satisfaction. Above all, it will increase the number of sales we achieve each day, each week and each...
Leadership Inspiring the Team to Achieve Goals
In Business, Leadership is about inspiring followers to achieve Team or Organizational goals. You may be a Team Leader or Manager in a Business, and you may have built the respect of your Team. Your next challenge is to get them focused in the right direction, the direction that will achieve their organizational goals.
How does a Team Leader persuade the Team to do this to see the goals and to want to get there? How does a Leader inspire the Team? The ability to be inspirational is a key...
|
|