CERTIFIED SALES PROFESSIONAL (CSP)

CERTIFIED SALES PROFESSIONAL (CSP)

Harris Hotel Tebet / The Park Lane Hotel Casablanca, Jakarta | Wednesday-Thursday, 1th-2nd December-2010 | Rp 4.750.000,- (Full Fare)

Training Description :

This is a soft-skills based program that provides individuals and sales professionals the essential standard of sales focused competency in selling to the customers via telephone and face to face. The participants of this workshop will develop the necessary knowledge and skills to work in a customer focused sales environment. Additionally, it provides the participants with a comprehensive understanding of the techniques and skills required for effective selling to customers.

The program introduces sales professionals to the essential and fundamental soft-skills elements associated with superior selling techniques and sales management via telephone and face to face. The certified sales professional workshop consists of modules that teach participants essential skills such as essential communication, sales management and professional selling strategies, principles, concepts and tactics.

Program Objectives :

• To understand the importance of customer focused sales and a passion to exceed customer delight
• To develop fundamental impression and communication skills
• To develop telemarketing tactics and techniques
• To develop professional sales presentations
• To develop professional sales body language and business meeting etiquette
• To develop techniques in handling objections
• To develop a personal action plan

Training Methodology :

The training methodology will include:

• High impact short lectures
• Lively activities
• Insightful presentations to the team
• Instant feedback from the facilitator

Crertified Program :

Certificate of completion jointly awarded by Western Kentucky University (USA) –  ATCEN (Malaysia)

The CSP program consists of 2 parts:

• Class Attendance (14 contact hours)
• 1 one-hour (1 hour) 50 questions multiple-choice examination paper

This Training is Delivered :

English language

Outline :
Module 1: Impression & Communication Fundamentals

• Create a Positive First and Lasting Impression to Exceed Customer Delight
• Understand the Communication Model and Process
• Develop Questioning and Listening Techniques to Gather Information

Module 2: Professional Telemarketing Prospecting

• Call Opening and the Lead in Statements
• Effective Call Techniques to Secure Critical Appointment: The Attention, Interest, Desire & Action Approach
• Call Closing and the Professional Release

Module 3: Professional Sales Presentation

• Sell Benefits and Not Features to Create Impact in the Sales Pitch
• The Psychology of Customers Buying Behaviors: The 4 Personality Types
• The Verbal Buying Signals and 10 Closing Techniques to Secure Sales

Module 4: Professional Sales Body Language & Business Meeting Etiquette

• Principles for Interpreting & Role of Body Language
• Personal Appearance, Body, Posture & Movement, Eye Contact and Facial Expression
• Understand Business Meeting Etiquette: Business Cards, Marketing Materials and Seating Arrangements

Module 5: Handling Difficult Customers and Objections

• The 4 Basic Objections: No Money, No Need, No Hurry, No Confidence
• The Objection Handling Strategy: Acknowledge-Diffuse-Response Approach
• Overcome The Objections: Developing Scripts for Handling Objections

Module 6: The Way Forward – A Customer Focused Sales Culture

• Continuous Development of the Knowledge, Skills, Attitude and Habits of a Sales Professional to Create a Customer Focused Sales Culture
• Develop Long Term Objectives, Short Term Goals and Immediate Targets with the SMART Technique Personal Action Plan: Developing a Commitment

Who should attend

• Sales Professionals
• Tele-sales Professionals
• Marketing Professionals
• Tele-marketing Professionals
• Business Development Professionals

Course Leader :

Ken Ng

Ken is an industry and globally recognized consultant/ human performance trainer. He has a BSc in Marketing, a minor in Organizational Communication and is a Certified Support Manager from the United States of America. Ken has more than 18 years of working experience from various Customer Contact Management & People Development industries in Asia Pacific.

He is a dedicated practitioner of Sales & Service disciplines, he brings with him extensive years of both strategic and operational customer contact management experience. Ken is also an author of numerous white papers, articles and has conducted in-depth research and studies on Sales Management, Front Line Sales and Service and Contact Center Sales and Service.

His forte in customer experience has resulted in Ken being involved in multiple Customer Contact Management related projects. Ken has been in the forefront of the Asian customer contact management industry and is a much sought after speaker. He has also been highly involved in providing strategic directions for the Asian customer contact management and people development industry through summits, congresses, conferences and knowledge sharing tradeshows. He was recently appointed by Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) as one of notable judges in the highly recognized CRM & CCAM awards.

Ken has held many key positions, the most current as Senior Human Performance Consultant with Scicom, Head of Technical Support for the Nokia Care Line responsible for the support of the South East Asia Pacific region and Sales and Marketing Manager for The Kirby Company U.S.A.

Date & Venue :
Wednesday-Thursday, 1th-2nd December-2010
Harris Hotel Tebet / The Park Lane Hotel Casablanca

Fee/Training Investment :

• Rp 4.750.000,- (Full Fare)
• Early Bird Rp 4.250.000 for payment before 19th November 2010
• For group registration amount of Rp 8.000.000 for 2 participants
• BONUS ! ! SOUVENIR  and Attractive DOOR PRIZE

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