Handling Client Attitudes & Objections (HCA)

What is HCA?

HCA is on online workshop that assists the salesperson in recognizing and effectively managing client attitudes & objections.

Who should take HCA?

HCA is designed for all sales people including the sales manager.

What are the topic areas of HCA?

  • Recognizing and understanding client attitudes & objections

  • The Attitude Scale

  • The 4 common client attitudes & objections

    • Misunderstanding

    • Skepticism

    • Indifference

    • Objections

Effective Sales Negotiations (ESN)

What Is ESN?

Effective Sales Negotiation presents a flexible approach to sales negotiation. Participants are introduced to a natural, collaborative process which can be employed to resolve negotiable sales situations while maintaining or enhancing the long-term business relationship.

Who Should Attend ESN?

ESN is for salespeople who have the ability to represent their product or service to the client, have encountered and overcome client objections, and have successfully closed sales.  Those who have had experience conducting sales negotiations will find it extremely helpful.  ESN is not for the newly-hired salesperson who has little or no experience in the field of sales.

Topic Areas Covered in ESN

  • The Four Negotiation Styles – determine personal negotiation style and its effects 

  • Preparing for Negotiations – work directly on real life challenging situations 

  • Collaborative Negotiation Skills – skills to promote a collaborative win/win negotiation

  • Tips and Techniques – techniques for gaining greater control, uncovering information and responding to client tactics

Exceptional Customer Service (ECS)

What Is ECS?

Exceptional Customer Service (ECS) assists customer service people in exceeding customer expectations.  ECS provides service people with the skills and processes necessary to effectively manage routine and difficult customer interactions.

Who Should Attend ECS?

ECS is recommended for all company employees including supervisors and managers who work directly with customers, clients or vendors.

Topic Areas Covered in ECS

  • Principles of ECS

  • Service Interaction Process – greeting, exchanging information, satisfying needs and resolving issues, closing

  • Core Service Skills – active listening, demonstrating empathy and responding

  • Challenging Situations 

COVID-19: What You Need To Know (C19)

What is C19

Accurate information about the novel virus - COVID-19. Links included from a variety of healthcare sources.

Working Remotely: Now What? (WR)

What is WR?

WR is an online workshop to assist the manager and individual contributor to work more effectively in a remote environment. WR is presented in two distinct modules - one for the manager and one for individual contributors.

Who should take WR?

WR is designed for everyone who works in a remote environment.

What are the topic areas in WR?

  • Manager Module:

    • Creating Structure

    • Technology

    • Etiquette

    • Collaboration

  • Individual Contributor Module:

    • Getting Going

    • Normalizing the Work

    • Technology

    • Remote Etiquette