Welcome to our Impactful Emotional Selling training page :
Sales professionals are a unique breed that has to be thick skinned to deal with cold calling objections and sales rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find appointments & sales day in and day out. They need to be professional listeners and eloquent speakers.
They realize that they can only survive in this high pressure environment if they begin to look at the world through their customers’ perspective and act accordingly. They employ proven rapport building techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative selling skills to solve customer problems through offering the most beneficial solutions.
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They realize that they can only survive in this high pressure environment if they begin to look at the world through their customers’ perspective and act accordingly. They employ proven rapport building techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative selling skills to solve customer problems through offering the most beneficial solutions.
Request for proposal
Establish and maintain long term and profitable relationships with both existing and prospective clients
Up-sell and Cross Sell other products
Improve questioning and listening skills
Identify customer’s real emotions, needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Seek buying signals and act accordingly
Get past the 1st 20 seconds of a cold call with confidence & skill
Acquire new appointments through cold-calling
Experience substantial increase in New Sales
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Up-sell and Cross Sell other products
Improve questioning and listening skills
Identify customer’s real emotions, needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Seek buying signals and act accordingly
Get past the 1st 20 seconds of a cold call with confidence & skill
Acquire new appointments through cold-calling
Experience substantial increase in New Sales
Request for proposal
Who should attend
This program is prepared for sales representatives, their supervisors and managers.
Methodology
This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.
Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.
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This program is prepared for sales representatives, their supervisors and managers.
Methodology
This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.
Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.
Request for proposal
Understanding the team’s sales challenges
Group discussion
Identifying & responding to various prospect behaviours Strategy discussion
The talkative prospect
The observer
The passive prospect
The difficult or sarcastic prospect…and more
Engaging Communication Flow during sales meetings / presentations
Active Listening, Probing, Empathy, Articulation
The L.I.S.T process (Acknowledge, empathize, probe, recommend, sell)
Group activity: The diagram
The art & science of persuasion
Engaging and convincing prospects
Engaging the prospect’s left & right brain
Emotional persuasion using empathy
Triggering desired audience emotions using power words to create positive mental pictures.
Example case – A low impact dull sales presentation
Example case - A dynamic, interesting & winning sales presentation
Building awareness of challenges customers face without our product
Making a list of the challenges
Strategizing solutions to those challenges using product benefits & features
Communicating solutions using empathy with customers
Structure of a persuasive sales presentation
Short slide presentation: From Challenges to Solutions
Opening, selling & cross-selling attempts, closing, handling objections, gaining commitment
An impactful & persuasive sample sales presentation
Request for proposal
Group discussion
Identifying & responding to various prospect behaviours Strategy discussion
The talkative prospect
The observer
The passive prospect
The difficult or sarcastic prospect…and more
Engaging Communication Flow during sales meetings / presentations
Active Listening, Probing, Empathy, Articulation
The L.I.S.T process (Acknowledge, empathize, probe, recommend, sell)
Group activity: The diagram
The art & science of persuasion
Engaging and convincing prospects
Engaging the prospect’s left & right brain
Emotional persuasion using empathy
Triggering desired audience emotions using power words to create positive mental pictures.
Example case – A low impact dull sales presentation
Example case - A dynamic, interesting & winning sales presentation
Building awareness of challenges customers face without our product
Making a list of the challenges
Strategizing solutions to those challenges using product benefits & features
Communicating solutions using empathy with customers
Structure of a persuasive sales presentation
Short slide presentation: From Challenges to Solutions
Opening, selling & cross-selling attempts, closing, handling objections, gaining commitment
An impactful & persuasive sample sales presentation
Request for proposal
Presentation structure – The opening
Impactful opening statement – Getting them interested
Group activity – Developing an opening statement
Presentation structure – The selling attempts
Interest has been generated through the impactful opening – Now what?
Asking questions related to customer challenges
Understanding and identifying cross-selling opportunities within customer responses to questions
Communicating solutions to the challenge using relevant benefits and features that focus on each specific challenge
Persuasive & descriptive benefit statements
Testing the impact of your solution and keeping them engaged
Group activity – Developing questions, benefit statements and impact-testing statements for each selling attempt (Minimum of 3 attempts to sell)
Presentation structure – Closing & gaining commitment
Testing the water and closing question
Handling objections
The Feel, Felt, Found method
Objection handling rebuttal statements & questions using empathic persuasion
Acknowledge, Empathize, Give example, Solution found, cross-sell (if opportunity)
Testing the impact of our objection handling rebuttal in the customer’s mind
Group activity – Listing all anticipated customer objections
Group activity - Developing rebuttals for top 5 objections
Following up after sending a proposal
1st follow up – When and what to say?
Frequency – How often to follow-up
The 2nd and 3rd follow up email.
Group activity – Role play
The number of role plays depends upon available time left in the day.
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Impactful opening statement – Getting them interested
Group activity – Developing an opening statement
Presentation structure – The selling attempts
Interest has been generated through the impactful opening – Now what?
Asking questions related to customer challenges
Understanding and identifying cross-selling opportunities within customer responses to questions
Communicating solutions to the challenge using relevant benefits and features that focus on each specific challenge
Persuasive & descriptive benefit statements
Testing the impact of your solution and keeping them engaged
Group activity – Developing questions, benefit statements and impact-testing statements for each selling attempt (Minimum of 3 attempts to sell)
Presentation structure – Closing & gaining commitment
Testing the water and closing question
Handling objections
The Feel, Felt, Found method
Objection handling rebuttal statements & questions using empathic persuasion
Acknowledge, Empathize, Give example, Solution found, cross-sell (if opportunity)
Testing the impact of our objection handling rebuttal in the customer’s mind
Group activity – Listing all anticipated customer objections
Group activity - Developing rebuttals for top 5 objections
Following up after sending a proposal
1st follow up – When and what to say?
Frequency – How often to follow-up
The 2nd and 3rd follow up email.
Group activity – Role play
The number of role plays depends upon available time left in the day.
Request for proposal
Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 years of experience in call centre training and training coordination He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
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HSBC Bank Malaysia Berhad – Branch Sales training of financial products
Honda Malaysia Sdn. Bhd. –Call Centre Customer Service
Elken Sdn Bhd–Counter Service - Effective Communication / Customer Service
Google Malaysia –Locus-T –Debt collection through phone , Sales and Live Chat
Zuellig Pharma Call Centre -Customer Service and Team Leader Training
British American Tobacco –Effective Communication and Selling Skills (Kent)
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre –Inbound customer service agent and team leader training
Mitsubishi Motors Malaysia –Call centre Customer Service Skills
Mimos Berhad –Mutiara Smart Computing –Call Centre Customer Service Skills
Schenker Logistics –Customer Service Excellence
Lenovo Malaysia –Contact Centre Customer Service (Live chat customer support)
Perodua–Enhancing Customer Experience
DKSH Malaysia –Call centre gent assessment and one to one coaching
Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
HRDF –PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad –Communication Skills
Coway Malaysia – Live Chat Customer Support
Marsh Insurance –Call centre customer service skills
BHP Billiton –Customer Service Excellence
Ekovest Berhad Highway Project –Call centre customer service
Korean Airline –Concentrix –De-fusing angry customers for 2nd support level Team Leaders
Wellings Pharmacy Penang –Customer Service in the Retail Environment
MPI Generali –Customer Service Excellence –Level 1 & 2
Khazanah Nasional Berhad –Enhancing Customer Experience
MCIS Insurance Berhad –Call centre customer service training and live chat
Maybank Group Customer Care (MGCC) –Live Chat Customer Support Skills
Kertih Terminals Sdn. Bhd. –Customer Service Strategy training for HODs.
Appraisal Property Management Sdn Bhd –Service Strategy & Culture for HODs
Zameen.com Pakistan –Workshop on Customer Centric Mindset & Culture
Marriott Islamabad Pakistan –Workshop on Customer Interaction Skills
Tenaga Nasional Berhad –Malaysian Power –Customer Centric Mindset & Culture
KPJ Seremban Specialist Hospital –Customer Service Excellence
Fiberail Sdn. Bhd. –Customer Care Excellence
Prudential BSN –Transforming Customer Experience
Tenaga Nasional Berhad –Transforming Customer Experience
Shopee Singapore – Live Chat Customer Support
Honda Malaysia Sdn. Bhd. –Call Centre Customer Service
Elken Sdn Bhd–Counter Service - Effective Communication / Customer Service
Google Malaysia –Locus-T –Debt collection through phone , Sales and Live Chat
Zuellig Pharma Call Centre -Customer Service and Team Leader Training
British American Tobacco –Effective Communication and Selling Skills (Kent)
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre –Inbound customer service agent and team leader training
Mitsubishi Motors Malaysia –Call centre Customer Service Skills
Mimos Berhad –Mutiara Smart Computing –Call Centre Customer Service Skills
Schenker Logistics –Customer Service Excellence
Lenovo Malaysia –Contact Centre Customer Service (Live chat customer support)
Perodua–Enhancing Customer Experience
DKSH Malaysia –Call centre gent assessment and one to one coaching
Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
HRDF –PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad –Communication Skills
Coway Malaysia – Live Chat Customer Support
Marsh Insurance –Call centre customer service skills
BHP Billiton –Customer Service Excellence
Ekovest Berhad Highway Project –Call centre customer service
Korean Airline –Concentrix –De-fusing angry customers for 2nd support level Team Leaders
Wellings Pharmacy Penang –Customer Service in the Retail Environment
MPI Generali –Customer Service Excellence –Level 1 & 2
Khazanah Nasional Berhad –Enhancing Customer Experience
MCIS Insurance Berhad –Call centre customer service training and live chat
Maybank Group Customer Care (MGCC) –Live Chat Customer Support Skills
Kertih Terminals Sdn. Bhd. –Customer Service Strategy training for HODs.
Appraisal Property Management Sdn Bhd –Service Strategy & Culture for HODs
Zameen.com Pakistan –Workshop on Customer Centric Mindset & Culture
Marriott Islamabad Pakistan –Workshop on Customer Interaction Skills
Tenaga Nasional Berhad –Malaysian Power –Customer Centric Mindset & Culture
KPJ Seremban Specialist Hospital –Customer Service Excellence
Fiberail Sdn. Bhd. –Customer Care Excellence
Prudential BSN –Transforming Customer Experience
Tenaga Nasional Berhad –Transforming Customer Experience
Shopee Singapore – Live Chat Customer Support
Reliance Berhad Call Centre –High Impact Sales Skills (Assessment & Training)
HSBC Bank Malaysia Berhad Call Centre –CRM Sales training for the Direct Relationship Management Team
ING Insurance –Employee benefit sales and service skills
The Bank of Nova Scotia Berhad –Financial products Sales
Malaysia National Insurance - Call Centre–Sales training for a Child Education plan
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Legend Hotel Call Centre –Time Share appointment and Customer Service training
Palace of the Golden Horses -Time Share Sales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking Sales
Malaysian Oxygen Berhad Call Centre –Call Centre Sales & Teleservice
Malaysia Airlines Golden Boutiques –Buy n Fly card Sales training
New Straits Times – Classified Ads -Call Centre & Face to face service
Utusan Melayu Call Centre –Classified Advertising-Outbound Telemarketing Skills
Yellow Pages Call Centre –Telephone Appointment setting Skills
MNI Oneline Call Centre –Sales and Teleservice training
Am Assurance Call Centre –Setting up a new Sales Unit & Call centre training
RHB Bank Call Centre –Outbound Sales Training
Maybank Group Contact Centre –Outbound Sales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad –Outbound Sales Skills transactional banking
Bank Rakyat Call Centre –Sales and Service training
SP Setia –Outbound Sales skills
Bonuslink Call Centre –Outbound Sales Skills & Inbound Customer Service
Gibraltar BSN Life Insurance Berhad –Formerly Uni Asia Life -Call Centre Sales
Aeon Credit Services Sdn. Bhd.–Sales for financial services
BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
UOB Bank (Malaysia) Berhad –SME Banking Sales Training
Multi Trans Sdn. Bhd. –Telephone Appointment Setting Skills
Jobstreet.com –Sales Skills
SenHeng Electric –Sales Skills
GKK Consultant Sdn. Bhd. –Sales Skills
Netherlands Maritime University College –Telephone Selling Skills
Royal Canin Malaysia –Telesales training
Alliance Bank Malaysia Berhad –Virtual Selling & Telephone Appointment Setting
Shell Global –Telesales & Team Leadership Skills for Poland, Austria, Germany, Malaysia
IIUM –International Islamic University Malaysia –Telesales training
Putra Business School –Virtual Presentation Skills
Hong Leong Asset Management –Virtual Presentation Skills
Carsome Sdn. Bhd. –Telesales Team Leadership Skills
HSBC Bank Malaysia Berhad Call Centre –CRM Sales training for the Direct Relationship Management Team
ING Insurance –Employee benefit sales and service skills
The Bank of Nova Scotia Berhad –Financial products Sales
Malaysia National Insurance - Call Centre–Sales training for a Child Education plan
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Legend Hotel Call Centre –Time Share appointment and Customer Service training
Palace of the Golden Horses -Time Share Sales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking Sales
Malaysian Oxygen Berhad Call Centre –Call Centre Sales & Teleservice
Malaysia Airlines Golden Boutiques –Buy n Fly card Sales training
New Straits Times – Classified Ads -Call Centre & Face to face service
Utusan Melayu Call Centre –Classified Advertising-Outbound Telemarketing Skills
Yellow Pages Call Centre –Telephone Appointment setting Skills
MNI Oneline Call Centre –Sales and Teleservice training
Am Assurance Call Centre –Setting up a new Sales Unit & Call centre training
RHB Bank Call Centre –Outbound Sales Training
Maybank Group Contact Centre –Outbound Sales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad –Outbound Sales Skills transactional banking
Bank Rakyat Call Centre –Sales and Service training
SP Setia –Outbound Sales skills
Bonuslink Call Centre –Outbound Sales Skills & Inbound Customer Service
Gibraltar BSN Life Insurance Berhad –Formerly Uni Asia Life -Call Centre Sales
Aeon Credit Services Sdn. Bhd.–Sales for financial services
BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
UOB Bank (Malaysia) Berhad –SME Banking Sales Training
Multi Trans Sdn. Bhd. –Telephone Appointment Setting Skills
Jobstreet.com –Sales Skills
SenHeng Electric –Sales Skills
GKK Consultant Sdn. Bhd. –Sales Skills
Netherlands Maritime University College –Telephone Selling Skills
Royal Canin Malaysia –Telesales training
Alliance Bank Malaysia Berhad –Virtual Selling & Telephone Appointment Setting
Shell Global –Telesales & Team Leadership Skills for Poland, Austria, Germany, Malaysia
IIUM –International Islamic University Malaysia –Telesales training
Putra Business School –Virtual Presentation Skills
Hong Leong Asset Management –Virtual Presentation Skills
Carsome Sdn. Bhd. –Telesales Team Leadership Skills
Maxis Telecommunications Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Affin Bank Call Centre–Telephone debt collection skills
Sunlife Insurance –Call Centre Customer Service Skills & debt collection skills
KWSP–Employee Provident Fund (Gov’t) - 3 sessions on Debt Collection Skills
Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
Citylink Express Courier Call Centre–Call Centre Collection & Customer Service Skills
Malaysian Post Office Call Centre –Pos Laju Call centre debt collection skills
ELK Desa Capital Sdn. Bhd. –Debt collection through phone –contact centre
Akademi PKNS –Debt Collection Skills
Centreside Express Maritime –Debt collection skills
Protech Builders –Debt collection
Epic Chemicals Sdn Bhd -Debt collection
Cenviro Services Sdn Bhd –Debt collection through phone
Len min steel sdn bhd -Debt collection
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Affin Bank Call Centre–Telephone debt collection skills
Sunlife Insurance –Call Centre Customer Service Skills & debt collection skills
KWSP–Employee Provident Fund (Gov’t) - 3 sessions on Debt Collection Skills
Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
Citylink Express Courier Call Centre–Call Centre Collection & Customer Service Skills
Malaysian Post Office Call Centre –Pos Laju Call centre debt collection skills
ELK Desa Capital Sdn. Bhd. –Debt collection through phone –contact centre
Akademi PKNS –Debt Collection Skills
Centreside Express Maritime –Debt collection skills
Protech Builders –Debt collection
Epic Chemicals Sdn Bhd -Debt collection
Cenviro Services Sdn Bhd –Debt collection through phone
Len min steel sdn bhd -Debt collection