Core Skills

>	Impacting the Customer Experience
>	Focusing on the Customer
>	Exploring Social Styles & Motivators
>	Enhancing Customer Courtesy Skills
>	Communicating Effectively
>	Handling Challenging Situations
>	Balancing Business & Customer Needs
>	Providing Products to Customers
>	Recognizing Value
>	You REALLY are the One at Your Company

Selling Skills for Customer Service

>	Transitioning to Sales
>	Developing a Campaign Strategy
>	Listening & Questioning
>	Positioning the Sale
>	Managing Sales Objections
>	Closing the Sale
>	Integrating the Skills
>	Improving Personal Effectiveness

Customer Service Management

>	Leadership Support

Improving Personal Effectiveness

Overview
Do you wish you had a personal trainer to help guide you? To provide encouragement, perspective, and support?

Selling is a tough job. If it wasn’t tough, ANYONE could do it! This module helps you discover how you can improve your own personal effectiveness.

Performance Outcomes
As a result of participating in Improving Personal Effectiveness, you should have confidence and tools to handle the ongoing challenges you face on the job. Specifically, you should be able to:

• Identify those areas of your job that you struggle with most.
  
  
• Explain the two rules to help in handling sales rejection.
  
  
• Describe the impact of negative versus positive thinking.
  
  
• Compare Stress Talk and Smart Talk. What are they and how do they affect our customer interactions?
  
  
• Sense when you’re sliding down the Negativity Spiral and identify ways to stop this negative process.
  
  
• Evaluate your own Positive Mental Attitude (PMA).
  
  
• Identify ways of managing your own state of mind to maintain a positive manner in difficult situations.

Activities
Activities include brainstorming the challenges typically encountered on the job, Stress Talk vs Smart Talk, Negativity Spiral discussion, and PMA assessment.