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TRENDS APPEARING IN
TRAINING & DEVELOPMENT …
After
the first 3 years of working with our clients, we realize a change in trend
happening in the arena of training & development.
- Most
clients (that have been around long enough) will have already attended
trainings in their area of interest (e.g. sales) – and are looking for
something new.
- There
is a stronger business case to customize trainings to fit a business
need.
Based
on the two findings, the training & development team developed a modular
and cluster system to designing training.
We have
broken down the modules into units (each unit representing approximately 2
hours of training time), and segmentize training – so that clients (or our
consultants) can choose the right modules to fit into the client’s business
requirement & goals.
CUSTOMIZE YOUR
PROGRAM FROM OVER 190 MODULES …
For
example, our Customer Service Excellent curriculum has 193 modules – a sample
below shows some of the modules and how it is customize for our clients.
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TIME
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AGENDA
& DETAILS
|
|
830am-900am
|
Registration
|
|
900am-0945am
|
INTRODUCTION
& OBJECTIVES
|
|
945am-1045am
|
SESSION
1
|
|
1045am-1100
am
|
Morning
Tea Break
|
|
1045am-1245pm
|
SESSION
2
|
|
1245pm-130pm
|
Lunch
Break
|
|
130pm-330pm
|
SESSION
3
|
|
330pm-345pm
|
Afternoon
Tea Break
|
|
345pm-445pm
|
SESSION
4
|
|
445pm-500pm
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WRAP
UP AND ACTION PLANS .
|
|
Step
1. To access the goals and objectives of the training program through a
5-step analysis
Step
2. Identify the modules that might be appropriate
Step
3. Customize Active Learning, Cognitive, Attitude and Skill goals
Step
4. Discuss and confirm Customize training proposal with client
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HERE’S HOW YOU
IMPROVE SALES RATE & CREATE A WELCOMING FIRST IMPRESSION …
An
partial example of an (how to improve retail first impression – and improve sales)
end result of the process is as shown below:
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Goal
|
1.
To improve
sales conversion rate by giving sales assistants sales and customer service
tips and skills
2.
To get all
sales assistants to greet and welcome customers when the arrive at the
shop
3.
Sales assistants
to be more daring in approaching clients
4.
Sales
assistants to be industry “experts” and knowledgeable in customer’s
perspective and more passionate in workTo reduce turnover of staff by
creating brand loyalty among staff, and also customers
|
|
ROI
|
§
Improve
sales performance of the sales assistant by 5%-50% (varies between
different assistants)
§
Create
differentiation in brand, and therefore improve market share
§
Reduce
costs incurred by staff turnover
§
Raise sales
through increasing number of repeat customers and Raving Fans
|
Based
on the training requirements, here are some modules and the targeted results
that was put together in this customize module …
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TIME
|
AGENDA
& DETAILS
|
COMPETENCY
GOALS
|
|
130pm-330pm
|
FIRST
IMPRESSIONS: PROACTIVE SERVICE
The
key skillset to making a First Impression is taking charge. But how do you
take charge the moment the customer comes in besides the boring “how can I
help you?”, or which the customer always says, “no”. Using more simple and
creative techniques, sales assistants can now guide customers into a buying
experience.
|
Improve
the greeting of customers, by confirming, improvising or re-creating the
greeting
They
will learn the Law of 2 principle and how to use it to guide the customer
when first walk into the shop
|
|
330pm-345pm
|
Afternoon
Tea Break
|
---
|
|
345pm-445pm
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LAST
IMPRESSIONS: LEAVING A MARK
This
next section addresses how to not only leave a good first impression but
also a good last impression. Customer service experts around the world
have establish this is as important as the first impression.
|
The
participants will the importance of last impression
The
participants will create a culture of thanking or greeting “farewell” to
the customer
|
|
445pm-500pm
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WRAP
UP AND ACTION PLANS (DAY 1)
This
section summarizes the most important points discussed throughout the day.
A clear action plan for implementation will be established.
|
To
summarize the learnings and immediate action plan to put into practice
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