SEMINARS

Service-based-selling is the key to increased profitability. This seminar is designed to introduce front-line personnel to the Frontline Performance Group Guiding Principles and best practice Service and Sales Process. This impactful, interactive course provides foundation for service-driven profit maximization. Participants will gain a working knowledge of service concepts and key consumer-focused dialogue that will open doors of opportunities for their customers, themselves and the company.

The most effective sales professionals understand that selling is the fusion of soft and technical skills that creates an atmosphere where customers want to buy. The keys to getting a customer to buy what you sell are trust, understanding needs and wants, and establishing a comfort level with your potential buyer so that he/she buys from YOU. By doing this, you help the buyer make informed decisions, making it easy and safe to buy. Throughout this workshop, participants will solidify their belief in their own ability to match products to a customer’s needs and wants, and to make emotionally compelling sales offers.

A confident, credible delivery can only be achieved through “perfect” practice. This fun and fast-paced workshop gives each participant an opportunity to practice “perfectly”, share their successes, challenges and specific areas needing concentrated improvement.

Awareness of the impact words and actions have on the outcome of every transaction is a critical element of sales success. This workshop begins with a review of the Frontline Service & Sales Process. The participants are then introduced to peer coaching and feedback. Then the FUN begins! Each participant is video taped while “performing” a prepared role-play scenario with a certified Frontline Performance Group facilitator. After the video taping sessions, the group is reassembled to view the tapes and provide feedback to each “player” that includes the unique opportunity for the representative to coach themselves…enlightening!

The primary benefit of this workshop is the tangible documentation of tape and peer input from colleagues that identifies specific dialogue and “body language” techniques that will enhance their strength of delivery.

Consistently strong sales results require consistent execution. This workshop allows clients to refocus their team on Frontline Performance Group concepts and techniques through the review and role-playing of specific product offerings in a controlled environment.

The basic premise of this workshop is to provide a forum for salespeople to:

1. Review the sales and service process through discussion of the why and how of each sales step.
   • Greeting and Building Rapport
   • Qualifying
   • Offering Your Best Product
   • Overcoming Objections
   • Offering Other Services
   • Closing Positively
2. Practice perfectly key offering dialogues
3. Discuss and overcome sales “roadblocks” (either perceived challenges or customer objections) that preclude agents from achieving peak performance consistency.

This team-based practice workshop allows frontline associates to become more mindful of the importance of and benefits derived from specific key dialogue usage. The group focuses on key offer and objection-response dialogue. Divided into teams, each team is given an opportunity to practice the previously reviewed dialogue. Then, armed with a voice recorder, the teams participate in several rounds of “recording” responses to specific product offer objections. The group reaches consensus on which team’s responses are more effective in the areas of content, clarity and presentation style. This is a fun, fast-paced workshop that promotes the importance of diligent practice and teamwork!

This seminar is designed for local market businesses and retail operations. It introduces a systematic approach to utilizing the telephone as a tool to GET (Gain new, Enhance existing, or Take-back/recoup lost) business. Participants will gain a working knowledge of telephone service and sales concepts and key consumer-focused dialogue that will open doors of opportunity for their operation, customers, and the participants themselves. Note: This course can be delivered as Inbound or Outbound focused.

Rainmaker Strategies for the Outside Sales Landscape – By best design selling is the science of the soft and technical skills that create an atmosphere where customers love to buy. This course centers around six key “rainmaker” strategies (Prospecting, Preparation, The Call, Measurement, Relationship Maintenance, and Service Resolution). It helps participants develop new revenue-driving habits that foster lifetime relationships, loyalty and profit production.

In an over-phone sales environment, a customer’s first impression of a company is determined by the company’s Telephone Sales Representatives. This introductory “fundamentals-focused” seminar is designed to introduce call center personnel to the Guiding Principles and the Telephone Service & Sales Process. Participants will gain a greater sense of the importance of thorough product knowledge, develop a working knowledge of true customer centered service concepts, and begin to master proven techniques and dialogue for all types of telephone sales.

Need to produce more with less? This session shows you how. Understanding how to balance sales focus with speed is a critical best practice for today’s resource-challenged contact center environments. In this session, participants will hear firsthand phrases that elongate and shorten handle time in a “real-life” recorded call environment. Beginning with a quick review of the Telephone Service and Sales process, attendees are then introduced to the concept of peer coaching and feedback. Participants have an opportunity to openly share their successes and listen to their own calls to help them improve performance! A favorite workshop, it is designed to help each participant gain a greater mastery while improving handle time and booking ratio.

“O” stands for Opportunity! The purpose of this interactive workshop is to ensure participants fully understand that customer objections and pauses are opportunities to provide the customer with more information. Overcoming an objection, a great challenge for more timid and/or beginning salespeople, is simply about getting the customer to change the way he/she sees the picture. Being effective in this area will build confidence and maximize revenue opportunities!

There is much debate about the difference between leadership and management. We do believe leaders should manage, managers should lead. If your business is to succeed, each must positively impact on what people do and say within your organization. One of the primary characteristics of a leader is vision. The most effective leaders have the ability to see beyond the obvious, the ordinary and cause something extraordinary to come of it. Our Management and Leadership programs help your senior teams develop their own “SuperVision” in a way that drives the right behaviors and creates cultures of sales.

Most every dollar generated by a company passes through the hands of its front-line personnel. The truly successful operation is one that provides growth opportunity and supports the frontline in promoting its products and services. This course will provide the management team with tangible tools (e.g., Coaching and Feedback, Daily Game Plan, Sales Logs, Performance Boards, etc.) and techniques necessary to effectively implement the Service and Sales Process on a grand scale. Successful implementation will lead to sustained performance, customer satisfaction, and enhanced profit opportunities.

Dynamic results require dynamic teams, which require dynamic individuals. An effective recruitment plan to source and select winners is a key component of sustained peak performance. Through this workshop, participants will discover the immensely positive impacts a proactive recruitment strategy can have on employee morale, customer loyalty and long-term profitability. Attendees will develop skills that will enable them to more readily find, attract, and hire “ideal candidates”. Session also includes a key section on using behavioral interviews to better vet prospective candidates.

True sales excellence is not born, it is honed. Developing it within an organization requires effort, expertise and diligent skill development. This workshop provides an opportunity for front-line management to sharpen their leadership skills by becoming more familiar with the Service and Sales Process from the coach’s perspective. Participants will gain a greater understanding of the impact coaching has on their employees. Through the use of prepared scenarios and customized Frontline Performance Group Coaching and Feedback tools, each participant will have an opportunity to practice giving positive, constructive feedback. More consistent and effective coaching will lead to more consistent results, greater salesperson receptiveness and less “lost-in-translation” fallout.

The separation of truly successful operations of today from the mediocre masses begins with employees (at every level) understanding the tremendous impact of incremental revenue on the company’s profitability. This interactive workshop aids managers in developing a thorough understanding of key sales metrics and their importance of incorporating consistent goal setting sessions with employees.

Who wouldn’t like to substantially increase their communication success? Communication is action that brings about reaction. The underlying purpose is to influence performance, thought, or emotion. This workshop was designed to help broaden influence through effective communication. Scientific research on behavior styles shows us that people communicate, think, and behave predictably, but differently. Using behavior-specific communication techniques can greatly affect the ability to create and preserve successful relationships. In this highly participatory workshop participants will learn to: become more mindful of the content of their messages, choose communication methods that trigger the desired reaction, identify behavioral styles and understand how they impact the overall relationship between themselves and others.

This workshop assists in further developing management team coaching skills, increasing familiarity of key leadership qualities and utilizing them as day to day tools. Through open discussion of principles and practice of key coaching and feedback techniques, participants gain a greater understanding of the impact coaching has on individual and team performance. A major component of this workshop is a round-table discussion of a selected pre-workshop specialized reading assignment. The goal is to increase familiarity with key leadership qualities and gain the team’s commitment to implementing them.

As companies evolve from cultures of order-taking to professional sales and sales management, ongoing leadership development takes center stage as the primary determinant in how dynamic and imbedded the new team behaviors become. An organization will only rise in strength to the level of its leaders. This series of modules is reserved for those distinct, special organizations that have built a strong foundation of service-based sales and are now ready to hyper-internalize, solidify them.

Great leaders are defined by their ability to solve great problems. This session will reveal creative methods for attacking complex organizational issues, using both numerical and intuitive, logical and common sense solutions. The seminar has significant personal as well as professional applications.

This session focuses on two critical, but often misunderstood leadership attributes. Character – What would it be like to have an entire team of self-policing, high integrity employees? When an organizational possesses high collective character, it requires much less micro-management. Promote honest behavior, greater persistence, stronger loyalty and courageous action. Charisma – What draws people to one person, and away from another? Interactive exercises help team members understand this mystical and desirable attribute by revealing the mental and physical secrets of interpersonal influence.

Lower your labor percentages without sending anyone else home! Built from Frontline Performance Group’s Modern Car Care article of the same title, this insightful module reveals a solid labor control strategy that results in less customer complaints, lower turnover and reduced employee frustration. The session has quickly changed how the professional business operator views labor control, away from the grinding cost control mindset.

Employee unity and harmony…sound utopian? Not so. How does a leader break down the barriers of cultural, educational, economic, religious, and political difference? In today’s world of unprecedented employee diversity, it is a formidable challenge. Learn the secrets of the best team builders from all walks of life: business, family, politics, sports and more in this fun and engaging session. The seminar promotes interdependence, conflict resolution and improved interpersonal skills.

This power-packed follow-up to Finding the Right Fit focuses on moving from a “sporadically-passive” recruiting mindset to today’s required “perpetually-active” one. This session drives daily responsibility for building an ongoing waiting list of strong, capable employee prospects. Time permitting the module may include crafting an organizational Unique Selling Proposition for future employees and in-the-field role-playing.

Time is a team member’s most precious commodity. More money is available for the making, more time is not. These proven principles will optimize personal efficiency, freeing up time to focus on greater at-work and/or at-home priorities. Provides both global and specific views on time management including daily and weekly planning, effective prioritizing while uncovering common time bandits that rob employees of job productivity and enjoyment. Essential for today’s leaders!

Every now and then a team needs a jumpstart; get it in this session! What inspires people to give their very best…all of the time? It is said the easiest way for a business owner or manager to increase the productivity of his/her team by 25% is to show up! Learn to produce the same impact without micro-managing! This seminar shares key environmental elements that prompt autonomous peak performance and the leader’s role in eliciting it.