TRAINING MODULES:

Put together a training programme built exactly around the topics that matter to Your people.

Training modules:

Here we set out some of our more common training modules, to show roughly how the time might be divided between them. Working module by module, You can plan and assemble Your own training days and decide what You would like us to teach Your employees.
After each module’s name and short description we have given the approximate time needed to cover it. Some modules can be covered either in a slightly lighter overview or in greater depth, depending on how thoroughly the material is treated and on the participants’ job roles.
The time given after each module is shown as a share of one full training day. A training day (10:00-16:00) normally runs to approximately 7 academic hours (7 x 45 min).

TOPIC

SHORT DESCRIPTION

DURATION

HOW TO REACH A STRONG SERVICE AND SALES RESULT?

3 essential factors: the RULES OF THE GAME in place (a clear understanding of what the company expects of me), APPLICATION (trying it out in practice and improving) and MEASURING THE RESULT (objective measurement of the company’s expectations with a mystery shopping solution, and the subjective but equally important side – mapping how customers actually feel by evaluating customer feedback).

1/7

CREATING EMOTION IN SERVICE AND SALES WORK

How positive and negative emotions arise in customer interaction. The role of brain chemistry. How to create a positive emotion without becoming manipulative?

1/7

CUSTOMER INTERACTION AS A LOGICAL AND PLAYFUL PROCESS

OPENING THE CONTACT
MAPPING THE CUSTOMER’S WISHES AND NEEDS
PRESENTING THE PRODUCT/SERVICE
MAKING ADDITIONAL RECOMMENDATIONS
CONFIRMING THE AGREEMENT
CLOSING THE CONTACT
For each stage we discuss the purpose, the principles and examples of how to apply it, matched to the job roles of the training participants.

5/7

RESOLVING CONFLICT SITUATIONS

We set the emphasis of this module according to the participants and their job roles. The focus can be on tense situations (complaints) that arise in customer interaction or in communication within one’s own team.

2/7

HANDLING OBJECTIONS IN SALES WORK

A sales-focused discussion. We address and resolve the objections that come up at different stages of sales work, for example: when agreeing a meeting, when presenting the product/service, when defending a quotation. The role and importance of preparation in getting ready for objections and building arguments.

2/7

CUSTOMER-CENTRIC ADDITIONAL SALES

We take the topic of additional sales thoroughly in hand and establish the purpose and the sense of doing it, the obstacles, and the techniques of customer-centric additional sales.

1/7

IMPLEMENTING ADDITIONAL SALES

We go carefully through the links between the company’s main products and add-on products and map the arguments behind those links.

2/7

PRACTICAL TRAINING IN MANAGING THE CUSTOMER CONTACT

We practise managing the customer contact and applying what has been learned, from opening the contact through to closing it and handling the customer’s unexpected objections in the sales process. During the practical training we keep every participant actively involved in each exercise. We are happy to explain how we have achieved that.

7/7

RUNNING ONLINE MEETINGS IN SALES WORK

Applying and practising the principles of sales work in online meetings. The pros and cons of online meetings, what to watch for and what to use with confidence. The sales process in an online meeting. Available together with practical training if desired.

7/7

MANAGING DIFFERENT TYPES OF CUSTOMER CONTACT

In which situations and how to make skilful use of the advantages and particularities of each type of customer contact. E-mail contact, telephone contact, online meeting, customer visit – each has its own purpose, pros and cons.

1/7

GATHERING INFORMATION FOR PREPARING A QUOTATION

We map out what information needs to be collected, and when and how to collect it.

1/7

POSITIONING

Which arguments to use to position Your company in a crowded market. What the strengths are and, even more importantly, mapping the unique values. How and when to present company-related arguments? In other words, instead of selling the product/service, we also learn to sell our company convincingly.

2/7

CREATING SYNERGY IN THE TEAM

The concept of synergy. Why is it worth working towards this effect? Working together is not yet cooperation.

1/7

CREATING A SERVICE STANDARD

Why is a service standard needed and how should it be viewed? How to use it? How to keep it up to date? Why do we need to create a standard that does not turn employees into robots?

1/7

CONVINCING PRESENTATION IN FRONT OF THE CUSTOMER

The building blocks of confident presenting. We discuss different speaking techniques (tone of voice, modulation, pauses, gestures, a conversational manner, eye contact, examples, conviction, naturalness, …). A training day together with practical (video) training.

7/7

CONDUCTING FEEDBACK CONVERSATIONS

Preparing and conducting manager / employee feedback conversations and following up on how they are applied.

7/7

Training workbook

Every participant receives a personal handout containing the whole training programme in the form of exercises, examples, diagrams and fill-in-the-blank text that encourages active thinking along. The training material is an excellent source for going back over and recalling the key ideas of the training afterwards.

The workbook is also a good place to write down other participants’ comments and the trainer’s additional thoughts. Based on our long experience, A5 is a practical and convenient size both during the training and for later use.

We know how!

Thanks to over 25 years of training experience in catering, retail, banking, B2B and hospitality, we know the general state of service and sales communication in Estonia very well and know exactly where to place the focus in our trainings. Thanks to the up-to-date information gathered through our mystery shopping service in many of these same fields, we know very precisely where to put the emphasis in training.

Clients who are happy with Trendline trainings: Puhastusimport, If Kindlustus, Telia, Apollo Kino, Ramirent, Compensa, Swedbank, Baltic Restaurants, Tele2, Apotheka, Rimi, Cramo, Sportland, Ericsson Eesti, Tervis Spaa Grupp, Postimees Grupp, Hedon Spa, Radisson BLU, and many more.

Do ask us for more

We would be glad to introduce our trainings in more detail and tailor them to Your goals.