• Back to basics: Your customers, the buying cycle and changing the quality of the conversation
• Why no selling is better than bad selling
• The science of trust and customer advocacy

Learn how to create value for your customers, download our FREE Whitepaper here:
blog.huthwaite.com.au/creating-value-for-customers/

Part 1/3: Bruce talks about types of messages are banking customers hearing from the big four and how it is effecting their customer base. This is reinforced by some interesting statics from media agency spend (data supplied by SMI Media Index). He also covers how this is effecting their Net Promoter scores.

Part 2/3: It's all about the conversation. Bruce talks about the quality of conversations he had with bank representatives while visiting branches in Sydney. And how the level of concern from representatives is vital for improving customer relationships.

Part 3/3: How can we get banking customers to reach conclusions about their needs. Banking customers value what they ask for VS being directly offered a product. Developing needs is the key to success.

Learn how to create value for your customers, download our FREE Whitepaper here:
blog.huthwaite.com.au/creating-value-for-customers/

Huthwaite’s Telephone Selling Skills Workshop is a research based, dynamic skill development program that helps companies improve their ability to generate business over the telephone. It utilises a consultative customer needs-based approach.

Who should attend

Telephone Selling is for companies that are missing revenue opportunities because they are not effectively using the telephone as a sales tool, and that need to sell, not just service. It is for those companies that need to use technology to close geographic gaps and cut sales costs. It is for organisations who understand that the telephone is a powerful sales tool, and wish to capitalise on the capability. This workshop is ideal for both inbound and outbound call centre sales and/or service staff, call centre telephone advisers, sales managers, telesales professionals and managers, and marketing staff.

What they will learn

Telephone Selling program participants will learn how to:

• open calls that get the customer’s attention while respecting the customer’s time
• use a selling style that differentiates their products and the organisation from those of competitors
• sell in a consistent manner whether the customer or the seller initiates the call
• plan and ask questions concisely so that the telephone is an asset, not a hindrance, to sales productivity
• succinctly present the capabilities of their offerings that address customers’ explicit needs
• apply a framework and tools that prevent opportunities from falling through the cracks
• function with call centre team members in a peer coaching role

Telephone Selling participants will be able to:

• prepare for and take control of outbound and inbound sales calls
• accommodate a diverse range of telephone sales interactions, including client-initiated needs and business development
• demonstrate capabilities in the manner most effective for the situation
• skilfully compensate for the no visual contact and less time barriers of the telephone
• initiate next steps and follow-up with customers to overcome the time lag between call and sal
• use the telephone to decrease the cost of a sales call

WORKSHOP SCHEDULE:

• Download our workshop schedule for 2012 here.

REGISTRATION:

• Registration Form (Singapore)

MORE INFORMATION:

From Singapore / South East Asia call Dickson Barnhoorn on +65 6733 6353 or by email here.

Is Prospecting the selling activity your team dislikes the most? 

Would you like to approach prospecting with greater confidence and a renewed feeling that you can achieve tangible results? Unlike other prospecting programs, Huthwaite's Prospecting for the Major Sale was developed specifically for consultative sellers who target strategic senior level clients. Approaching this audience with traditional prospecting techniques has proven ineffective and counter-productive. This fast-paced workshop teaches the skills and strategies to gain access—and differentiate yourself from the masses.

At the end of this workshop, you will be able to:

• build prospecting plans that advance the sale
• begin to create client value even before the sales cycle begins
• increase the number of qualified appointments in new and existing accounts
• shorten the sales cycle by improving the content of prospecting messages
• convert interest into conversations that uncover real needs

Prospecting for the Major Sale is perfect for anyone involved with consultative selling situations, including:

• sales people
• sales management
• marketing, product marketing or customer service professionals
• corporate trainers looking for a research-based sales prospecting program with which to train your sales force and to recommend to senior management 

WORKSHOP SCHEDULE:

• Download our workshop schedule for 2012 here.

REGISTRATION:

• Registration Form (Singapore)

MORE INFORMATION:

From Singapore / South East Asia call Dickson Barnhoorn on +65 6733 6353 or by email here.

Advanced Negotiation Skills is a breakthrough in negotiation skills training. Huthwaite spent several years researching actual contract negotiations to determine what ultimately separates skilled negotiators from average negotiators. The results showed three key areas of difference: activities, strategies and behaviours. Advanced Negotiation Skills provides participants with clear and measurable models in all three of these areas.

A core part of the program is behaviour analysis, or, observing what negotiators do every step of the way. Behaviour Analysts provide clear and accurate feedback to participants on their behaviours during planning and negotiation sessions. This measured feedback allows participants to reflect on their own skills, and make necessary changes. Participants can chart the progress of their own behavioural profile against the profile of highly skilled negotiators at each feedback checkpoint.

The program is designed for groups of 8, 12 or 16, and uses an instructor-to-student ratio of 1:4 (one Instructor or Behaviour Analyst for every four participants).

Program Objectives:

By the end of the course, participants will be able to:

• Learn and use the behaviours of skilled negotiators
• Achieve greater awareness of their own behaviours - and those they are negotiating with - to negotiate better outcomes
• Learn and apply the phases involved in a typical complex negotiation
• Prepare and plan for negotiations in a systematic, flexible and effective way
• Face their next major negotiation with confidence using skills and strategies learned in the program

Business Outcomes:

Advanced Negotiation Skills provides participants with the behaviours, strategies, processes and tools to produce positive, intentional business outcomes, such as:

• True Win-Win outcomes
• Higher satisfaction levels
• Sustainable, implementable agreements
• More predictable results
• Significant cost savings
• Alignment of internal processes with business strategy

Seeking Information:

Highly effective people are aware of their behaviours. Advanced Negotiation Skills teaches participants 11 key behaviours of skilled negotiators. Participants are observed and given feedback throughout the program in order to understand their behaviours, and make the necessary changes to improve their results.

In the example below, participants are shown feedback on their use of ‘Seeking Information.’ Approximately 21% of all behaviours of skilled negotiators is “Seeking Information” whereas average negotiators tend to use the behaviour less than 10%.