Despite the fact that the majority of sales staff always have a challenge on their hands when it comes to shifting a certain product or service, those in the business of advertising arguably have a much tougher task. In an ever-changing industry where other forms of promotion and publicity are becoming increasingly effective, these men and women are usually given the job of selling something the buyer probably doesn’t need. On top of that, prospects probably aren’t listening and will usually say no regardless of what is being offered. Constantly coming up against these obstacles can be incredibly frustrating, both for the individual and the business. In several cases, advertising sales staff will keep on preserving with the same technique, even if it isn’t getting them anywhere. For this reason, those in advertising are always looking for new ways to sell television commercials, roadside billboards or some other sort of promotion material. Thankfully, there are several approaches and ideas out there, which could boost your advertising sales.   Change the attitude and improve the aptitude of staff Managing to secure an advertising sale is solely dependent on one factor - the salesperson. They are the one who should control the process from start to finish, effectively communicating with the prospect, explaining the benefits of advertising and eventually closing that all-important deal. However, if the individual does not have the right attitude or appropriate aptitude to complete this duty, sales will noticeable suffer. And even if your staff are performing at a commendable level, there is always room for improvement. This can be achieved through training, which might sound like a tedious and uninspiring exercise, but will undeniably provide positive results. The problem is that right from the get-go, numerous members of sales staff will be disinterested and disengaged with the whole training process. This is largely because age-old methods of teaching are typically used, which do nothing to enhance the skill set of sales staff who would much prefer to be at their desks. However, there is another option. At Wranx, our training solution has been on used to increase the expertise of sales staff but not adversely affect their attitude towards learning. This is possible through our accelerated learning model, which features gamification as well as desktop and mobile integration. That way, training can fit in with everyday operations while improving proficiency at the same time.   Revamping pitches and enhancing communication As mentioned previously, a big obstacle that stands in the way of advertising sales staff is the objective-based opinion of prospects. More often than not, they will simply reject your advances and completely ignore what you have to say. However, they will have been trained to say no, even if the prospect shows an active interest and believes in the product. One way to find out whether this is the case is to offer the client a free ad and note their response. Despite being presented with the chance to receive some complementary promotion, they may claim their budget is used up or can’t afford any advertising right now. So, in addition to changing your staff’s attitude towards advertising sales, you may need to alter the outlook of prospects too. This is easier said than done and much harder than up skilling stubborn salespeople. Even so, there are a few techniques, which might just work. These include:   Understand the facts and use figures to your advantage - Even though conniving a client to buy advertising can be tough going, it is actually more difficult to get a customer to buy from that brand. Having this kind of knowledge, which you can pass on to prospects, will stand you in good stead and increase the chances of securing advertising sales. Be bold and have a plan for the future - If you come up against a particularly headstrong client, be bold with your approach and ask questions like "Why do you not want to receive extensive exposure?" or "Why is our audience neither attractive nor important to you?" On top of this, believe that you will succeed and tell the prospect about your plans for phoning up and having meetings in the future. Have a systematic process in place to guarantee results - Set-up a system where it is possible to find out important metrics about sales calls and messages, such as their time, date and content. By discovering what worked and what didn’t, you can develop a tried and tested process for sales staff for follow. In addition to capitalising on repeatable patterns of success, you can also save time and boost productivity. Have an actionable and prompt plan in place for when a sale is likely - As soon as you get a prospect on your side, it is important not to waste time. Staff should know exactly what they can offer the client and must be able to move them quickly down the sales funnel. Therefore, create an actionable plan that your salesmen and women can follow, which satisfies the wants and needs of the client at the same time.   Understand the market and take advantage of current trends Another challenge facing all advertising sales staff is the fact that online forms of digital marketing are quickly becoming the promotional tool of choice for several businesses. However, this does not mean to say that advertisers cannot jump on the bandwagon and take full advantage. In fact, there are numerous opportunities to sell advertising online and by demonstrating an awareness and understanding of current trends, your clients will be more likely to make a purchase. Recently, the following have been causing a particular stir: Native Advertising - This is where ads are seamlessly embedded into the web pages and social media news feeds of Internet users. Compared to traditional banner ads, these forms of publicity are proving to be much more effective and influential. Even though some people believe these advertisements interfere with their online experience, it is a great opportunity for brands to showcase content in front of the user’s eyes, which they will find interesting and entertaining. Popularity of mobile - Mobile users are now much more important than those on desktop, as the uptake of smartphone and tablet browsing has exponentially risen over the past couple of years. This is putting greater emphasis on things like responsive website design and dedicated mobile apps, something advertisers can exploit. Digital video - Mashable says "time spent watching digital video has more than doubled since 2012," meaning that advertisers must take note of this trend and not solely concentrate on TV commercials. Advertising before YouTube videos and in the middle of on-demand content might be a little annoying, but this could well be a trend that is here to stay.   So, even though advertising sales staff face an uphill battle to sell publicity space and promotional materials, there are various ways in which performance can be improved. Along with increasing the expertise and adeptness of employees, it can be hugely beneficial to re-think the structure and content of sales pitches as well as developing a greater understanding of the changing face of digital marketing and online advertising. Share this post with your own audience

As a new exciting company, Jon Davies was looking for somebody to be the online presence for everything Wranx and thought a graduate would be ideal so contacted John Hall CEO of Professional Liverpool for support. With a clear objective to promote professional excellence in Liverpool and the City Region they facilitate the development of business and personal relationships among its members enabling access to a variety of support services. John having worked closely with Anne Donnelly, Business Development Manager at the University of Liverpool Management School introduced him to Steve Wood from the Graduate to Merseyside team. Explaining what he was looking for Steve was quickly able to find the perfect candidate. Step Forward, Chloe Britton, an Edge Hill University Advertising graduate with a variety of marketing, retail and sales experience, she had the right balance of skills, experience and attitude to make the role her own. In just two weeks, Chloe has already made an impact by working on a pitch for a global brand and working on important case studies. Other duties she has tackled are maintaining the blog and social media channels, assisting the sales team, and organising PR campaigns to name a few. Very happy with the impact Chloe has already made and excited for the future, Jon is appreciative of Graduate to Merseyside’s support:   "Talent is the lifeblood of a technology business like Wranx so having a resource like Graduate to Merseyside on our doorstep is invaluable. Chloe is a fantastic addition to our team and demonstrates a mix of tenacity and creativity that is really going to help drive our growth"   Chloe is delighted to be part of the Wranx team and is looking forward to the future:   "I am thrilled to be working at Wranx and I have already started to apply my knowledge and skills from University into my day to day work. I am receiving a wealth of knowledge from my colleagues and I am learning something new every day which is helping me to develop and achieve more out of my role.  I found that the Graduate to Merseyside service was brilliant and if it wasn’t for them, I wouldn’t be in the position that I am in now."   Recruiting a graduate not only provides you with relevant skills and experiences but genuine enthusiasm, flexibility and the right attitude to fit in and make a positive impact to your business. Share this post with your own audience

Even though customer service has the potential to boost buyer satisfaction and change someone’s perception of an organisation, it is often overlooked. For several businesses, making a profit is the only thing that matters, which means training usually revolves around sales staff and how they can close more deals. However, customer service goes above and beyond the point of purchase. It concerns the activities before, during and after an individual decides to buy a product or service. For this reason, customer service training can be a hugely beneficial thing to invest in, as by its very nature, looks to enhance the way a business serves what brings in money. Although the importance of customer service will differ depending on the product, service, industry, company and customer, there is almost always room for improvement. In most cases, customer service representatives must be able to give assistance to various personalities and characters. At the same time, they must reflect the core values of the organisation and adhere to the company culture. Striking the right balance between these two traits isn’t easy, especially when members of staff also need to know about product information and details about delivery, warranties or other customer questions. Consequently, customer service training is somewhat essential. But rather than being viewed as an initiative or activity that helps staff get better, customer service training should be considered an overall approach to systematic improvement. After all, it has the potential to play a vital role in a company’s ability to generate more income and revenue.   Benefits for members of staff Increase motivation and engagement Because customer service has a big impact on the success of an organisation, this can be used to motivate and engage members of staff. If you show employees that you care about their individual development and career progress, they will be inspired to help the customer in any way they can. This doesn’t have to be an integral part of training either; simply demonstrate that your customer service staff are absolutely crucial and without them, the business would not be able to survive, thrive or compete. Improve knowledge and skill set It is fair to say the main purpose of any training course is to improve the knowledge or skill set of an individual. When it comes to customer service, this will concern things like enhancing communication, the importance of listening to the customer, problem-solving approaches and the need to be organised. If you conduct training that includes the same set of competencies, it will give your entire workforce a standard process to deal with customer issues or questions and creates a sense of team spirit at the same time. Boost confidence and morale Confidence is an incredibly important trait when trying to make a sale, but it can be even more consequential for customer service. If an employee doesn’t have faith in their ability to handle a complaint or conviction when conveying the benefits of a product, customers won’t think highly of the brand. However, training can boost morale for employees, who will then be more eager to serve the customer and improve their shopping experience. This can also transform the whole workplace environment and generate good vibes.   Benefits for the customer Increase customer satisfaction This one is fairly obvious, but the whole purpose of customer service training is to improve satisfaction for valuable patrons and purchasers. This in turn will lead to the customer feeling appreciated, respected and cherished. Customers can rest assured that any issues or problems will be resolved quickly and competently. They will also appreciate the fact they won’t have to make repeat calls and can discover product information easily. Improve purchasing options Even though you will want customers to approach your business first and ignore the alternatives, most of the time they’ll have a plethora of other purchasing options to choose from. But by championing customer service, they will be more inclined to pick you above other vendors. Businesses that rely on discount promotions or marketing techniques to improve profit margins constantly have to alter or adjust their activity. But by always concentrating on customer service, you give buyers yet another reason to make a purchase. Boost chances of loyalty You can’t underestimate the importance of customer loyalty. It is surprising just how many organisations focus their attention on securing new business yet completely disregard existing clientele, who are often much more valuable. But if you do everything you can to improve the overall buying experience, customers will want to do business with you time and time again. Therefore, there is no need to worry about securing repeat business, as you’ll have built up a loyal group of customers.   Benefits for the business Increase turnover and profit As previously noted, numerous organisations will train their sales staff in the hope of increasing profits. However, with a confident and competent customer service team, turnover will undoubtedly increase anyway. This is because you’ll achieve higher retention levels, acquire new customers, reduce employee turnover, and boost bottom-line sales. If the business improves its ability to serve, then customers will be more satisfied and more loyal, leading to an increase in profit. Improve reputation and standing Despite the fact some shoppers will choose a certain retailer because they have the lowest prices around, countless customers are more concerned with the overall buying experience. If this is a bad one because of incapable or uninterested customer sales staff, they won’t waste any time in letting their friends and family know. Word-of-mouth can seriously hurt an organisation’s reputation, but it can also improve a company’s standing too. So, if you manage to deliver an enjoyable experience, which comes about through well trained, motivated and knowledgeable staff, your customers are sure to pass on favourable recommendations and reviews. Boost uniqueness and individuality If your business can’t compete with low prices being offered elsewhere, you’ll need to come up with some sort of unique selling point. But it is possible to offset the effect of your more expensive products with a better customer experience. On top of that, providing the best customer service around can differentiate your business from industry rivals. Some sort of niche can be invaluable during tough economic times or in competitive marketplaces and having a team of exemplary customer service staff will give you some much need individuality.   What are the benefits of customer service training? Well, in many respects, they are never ending. Although any form of up skilling can improve staff competency or alter employee attitudes, when it concerns customer service representatives, training can deliver extensive advantages to the customer and organisation. This being so, you shouldn’t underestimate the power and potential of customer service training. Share this post with your own audience

Back in the good old days of retail, shop owners and chain stores only had to worry about getting customers to walk through the door. This could be achieved by reaching out to local consumers through traditional forms of marketing such as print advertising or radio commercials. Then, more and more outlets and emporiums started to offer mail-order services for their products, which could be viewed in a catalogue or seen on television. Once more, this was another way for retailers to increase exposure and improve turnover. But today, things are incredibly different and it is all because of the Internet. No matter where you are in the world, it is almost always possible to order something online, regardless of the retailer’s location, and have it delivered straight to your door. While this brings about a wide range of benefits for stockists and suppliers, it also poses a number of problems, one of the biggest being presence. Never before has there been such an extensive and overwhelming sales platform that anybody can trade on. So, in this sizeable and substantial environment, how on earth can you create an online presence?   Create top-notch high-quality content Ask any marketer what is the most powerful tool at their disposal and they’ll probably say content. In recent years, this has been heralded as the king of online promotion and publicity, which in turn can help you establish a strong online presence. If you think about it, there is a good chance that potential clients and prospective customers will be going online to discover information about subjects closely related to your brand. So, instead of visiting a well known news outlet or popular blog, why shouldn’t it be your company instead? To achieve this, you’ll need to create content specifically for your website. This can include feature articles, case studies, white papers or any other type of content that your target market will find informative, interesting and useful. You can discuss recent company developments, produce tutorials about certain products or comment on trending topics related to your industry. Try to include keywords that consumers will be searching for to increase your search engine footprint and don’t forget about using additional forms of content such as images and video to keep visitors on site.   Cause a stir on social media The power and influence of social networks such as Facebook and Twitter is sometimes difficult to measure. However, it is fairly obvious that brands and businesses can harness the incredible potential of these sites and use it to improve their online presence dramatically. Social networks are where we go to communicate with friends, see what is going on in the world and receive some much-needed entertainment. But with the ability to follow or like your favourite clothing company or fast food outlet, it is also a place where product information or discount offers can be discovered too. Reaching out to the audience and showing your fans or followers that there is a human behind social media communication is absolutely crucial. Even if your business wants to maintain a formal and professional image, most social media users will reject cold and heartless status updates or tweets. However, don’t fall into the trap of attempting too much. It will be virtually impossible to maintain the same level of activity and interactions on every social network there is, so do your research and pick channels wisely. For example, Instagram is great for appealing to a young demographic, whereas LinkedIn remains a social network predominantly for white-collar professionals.   Understand and capitalise on current trends As previously mentioned, the world of retail is completely different to what it was 50 years ago. Not many shops or stores would succeed if they adopted the same sales techniques as their prosperous predecessors, even if traditional values are still thought of highly by customers. But the need to stay on top of current trends is even more significant now, as retail keeps on changing and evolving at a rapid rate. In many respects, some approaches and tactics that gained prominence in the 21st century are already out-dated and old fashioned. At this moment in time, the biggest trend that simply can’t be ignored by retailers is the power and popularity of mobile. Thankfully, this is a movement that looks like its here to stay, but you never know what advances in technology could change things once again. To establish a mobile presence, you must have a website that is optimised for smartphones and tablets. In addition to this, you can look into developing a dedicated app, making your business information available on online directories and maybe even plan for wearable technology, as this seems like an inevitable future influencer for retail success.   Don’t ignore tried and tested methods Even though the Internet has transformed the very nature of retail, you shouldn’t discount or ignore tried and tested methods of establishing a marketplace presence. In fact, traditional techniques can be hugely effectively online, especially with certain consumer groups. Take advertising for example. Several businesses will ignore the benefits of search engine banners, as they believe that organic exposure is much more effective and influential. However, PPC (Pay-Per-Click) advertising can help you create an online presence straight away and will position the brand in front of the eyes of your target audience. In spite of the fact that consumers have a huge amount of information available at their fingertips, some people still prefer to speak with a human being. Thankfully, this can be achieved online, either via social media or an instant chat facility. Think about improving the knowledge and expertise of your staff through training and differentiate the business from industry rivals. At Wranx, our training solution has been used to up skill numerous customer service representatives in a variety of different industries. With a greater understanding and deeper knowledge of products or services, well-trained members of staff can boost any company’s online presence and provide the business with a unique selling point.   Creating an online presence Let’s not kid ourselves here; creating an online presence isn’t easy. However, with so many promotional options and marketing possibilities, any retailer can increase exposure, improve reputations and make a name for itself thanks to the Internet. First and foremost, concentrate on creating top quality content that your clients and customers can benefit from. Secondly, make sure this content is shared on social media and interact with customers directly using a personal tone wherever possible. Then, capitalise on current trends such as the popularity of mobile to demonstrate an understanding about what customers want and need. Finally, don’t forget about traditional marketing methods, which can prove to be just as effective when creating an online presence. Share this post with your own audience

From ordering more stock and improving product quality to upgrading essential equipment and opening new premises, there are several areas of a business where money can be spent. All of these will attempt to make an impact, whether it’s to enhance the customer experience or boost employee productivity. But at the end of the day, profit and prosperity will come down to one thing - sales. Failing to generate enough money through the sale of products and services will cause any business to collapse. To ensure a steady stream of sales are being achieved, there are a number of different options. However, investing in sales training can be the most effective and influential. The problem with this is that various organisations and their employees have a rather unfavourable view of training. Some view it as a pointless waste of time, while others feel disengaged and uninterested with the whole process, but this couldn’t be further from the truth. If carried out in the right way, using the right teaching techniques and learning methods, sales training can have an extremely beneficial impact on any organisation’s activity.   Best practices for increasing sales training impact Lead by example If your sales team can see that even senior executives and managers want to improve their knowledge, they will be more receptive and eager to learn. Therefore, head honchos should lead by example and display a visible commitment to sales training. Reiterate its importance to the business Training can often be seen as an extracurricular activity, completely detached from the organisation’s objectives. But if you reiterate its importance to the business and spell out the desired results, training can make a bigger impression on employees. Create an environment that supports behavioural change With training, your sales staff will be given the opportunity to increase their skill set and expertise. However, the impact greater knowledge can have will often depend on employee attitudes when back at work. Therefore, remove any obstacles that prevent changes from being implemented and focus on the accountability for behaviour change in participants and their managers. Devise a long-term plan for sales training Before training takes place, come up with a plan that prioritises long-term implementation. This should include reinforcement, follow up and measurement. Sales training will be much more effective and influential if it is an integral part of the business. Support employees in other ways If you continually train your sales staff, they will become capable of carrying out other roles and will develop a desire to do better. Therefore, support your employees in other ways, such as assistance with career development and providing promotion opportunities. Always analyse and evaluate What is the point in conducting sales training if you fail to analyse or evaluate the results? By using a Leading Indicator Evaluation survey or Retrospective Behaviour Change survey, you can monitor the progress of employees and adjust your training activity accordingly. Increase communication and creativity Before, during and after training takes place, set aside some time to interact with employees and encourage creativity. For example, you can send out newsletters and emails that publicise success or capitalise on gamification to provide sales staff with a fun way of learning.   Enhancing the impact of sales training by understanding current trends For sales training to work, it needs to reflect what the customers want at that moment in time and include teaching about current trends in order to be relevant. Currently, that includes the following: Buyers are more intelligent than ever before - Thanks to the Internet, buyers are able to conduct research into products and find out about the brands they want to buy from. This means that sales people come into contact with customers at a much later point in the buying cycle, so tailor training to take this into account. Customers have access to multiple touch-points - While searching for product and company information, customers can interact with multiple touch-points, which calls for sales staff to communicate through a number of different mediums. Ensure employees know about these channels to facilitate the best customer experience possible. Sales staff are still in the driving seat - Despite the rise of online shopping and the ability to purchase products at any time and any place, sales staff still have a great deal of influence over decisions. Your employees have the power to establish trust, understand buyer motives and provide appropriate solutions.   How to sustain the impact sales training can have Although a recent study by Training Industry found that 81 per cent of organisations believe sales training programmes are somewhat or very effective, sustaining this impact is another question altogether. In fact, it is fair to say that sales training isn’t effective if it cannot be sustained over a prolonged period of time. Thankfully, there are a few different strategies and approaches you can adopt, which will ensure training continues to be influential and fruitful long after it has taken place. Implement post-training development plans - This should be thought about before training and will put on record the hopes you have for sales staff. Think of ways you can help employees apply what they learnt and how to replace old behaviours with new knowledge. Introduce individual feedback sessions - Just because a few members of staff are achieving more sales does not mean to say all employees are succeeding. At the same time, those who are doing better could get complacent if they do not receive praise or reassurances. Therefore, introduce individual feedback sessions to sustain success. Embrace the power of gamification - As mentioned previously, gamification has the potential to increase the impact of sales training, but it can also help staff retain and apply newly acquired knowledge. Competition and leaderboards will encourage sales staff to do better, while the fun of gaming keeps interest levels high. Use mobile devices to your advantage - Desktop-only training apps and solutions are far from ideal into today’s workplace, as both customers and employees prefer to use smartphones and tablets when carrying out or completing certain tasks. But rather than being a workplace distraction, mobile devices can help your business sustain the impact of training through easy access to materials and resources. Invest in sustaining sales training success - Paying out for training is sure to be a significant expense, but you shouldn’t avoid other areas of investment, as they can be equally influential. Therefore, put money aside for communication, assessments, evaluations, training aids and gamification.   Can sales training make an impact? In a word, yes. While digital forms of publicity and online shopping platforms provide customers with the opportunity to discover product information and make an instantaneous purchase, the power and potential of sales staff should not be underestimated. If these employees are given the opportunity to learn new skills and adopt different behaviours, they can become even more effective at selling. However, it is crucial that businesses recognise current trends, introduce the latest technology and integrate new methods of teaching in order to reap the rich rewards training can afford. Share this post with your own audience

Regardless of an organisation’s size or sector, its success will rely on happy and satisfied customers. If treated with respect and given the attention they deserve, purchasers and patrons will keep on coming back for more. With any luck, they’ll also tell one or two people about their favourable experience and recommend your business to even more potential clientele. But even if contented customers speak highly of your business, this positivity could be outweighed by negative comments. People are much more likely to leave bad reviews or condemn a company if they didn’t receive a suitable level of service. What’s more, it is much more difficult to rectify a substandard reputation than maintain a favourable one. Therefore, customer service should be considered a priority for every business. However saying this is one thing and getting your staff to actually translate the company’s culture into action is another. Thankfully, this can be achieved through appropriate training. Having said that, this creates another problem. Certain members of staff won’t be very receptive to traditional training techniques and can lose interest very quickly. This is particularly true if they consider it to be a temporary position or don’t have much passion for the role. For this reason, you might need to advance your customer service training to improve attitudes, increase interest and enhance expertise. But how can you make this possible?   Daily line-up meetings Even though the vast majority of customer service representatives perform technical responsibilities on a daily basis, which they will comprehensively understand and be able to carry out to a high standard, certain aspects of their job will be very different and can’t be defined. And if a business wants to deliver a great service, it needs to recognise that each and every employee will encounter new challenges and obstacles all the time. To address this, the Ritz-Carlton developed the daily line-up meeting, which only takes a couple of minutes each day, but enables employees to discuss one or more of the key principles of customer service. This example can work wonders for any organisation according to Micah Solomon, a customer service consultant, speaker and author. He says that if you schedule a daily meeting time for every division of your company at once, customer service will undoubtedly improve. "I know that every industry and every company culture is different," he says. "I’m far from dogmatic about applying what you could call the daily ‘standup routine’ to every business situation. I have, however, seen companies make revolutionary improvements from implementing this approach."   Board games Listening to a teacher talk about enhancing the customer’s experience or watching a video of how not to deal with complaints can be rather boring. As a result, employees won’t listen to what they are being told and could struggle to recall important information or principles. With this in mind, KFC decided to inject some fun into its customer service training program by commissioning students at Sullivan College of Technology and Design to create a board game. This would be rolled out to members of staff across 4,600 KFC stores in the United States in an attempt to improve attitudes and expertise. "For us, it was really exciting because students have unique ideas. They are not totally immersed in the corporate world. They think differently," said Kathy Gosser, director of breakthrough training and readiness at KFC. The game was based on Monopoly and required employees to answer certain questions while making their way around the board. But in addition to increasing enjoyment, the combined elements of competition and excitement are much more memorable than tedious classroom teaching. The same can be said for Wranx’s gamification model, which encourages employees to take part in various challenges and compete with colleagues to achieve a higher position on leaderboards.   Regular training exercises A lot can be said for implementing one or two training courses every year and having members of staff attend. However, some organisations might find it more beneficial to introduce regular training exercises, which constantly revisit the most crucial aspects of customer service.  Ideas include: Role-playing - Get employees to assume the position of a customer and act out real-life scenarios or situations. You can also ask members of staff to pair up, serve each other, rate performances and make suggestions.  Demonstrations - Get employees to demonstrate how they would deal with angry customers or unhappy patrons. You can also ask members of staff to explain product or service information, so other employees can fill gaps in their knowledge. Teamwork - Get employees to work with people they wouldn’t do normally, as this also helps your personnel learn. You can also ask members of staff from other departments to contribute their thoughts and opinions too.   Enduring tips Even though you can implement new and novel techniques or tactics to up skill your customer service staff, there are various foolproof and ensuring tips that any business can benefit from. Understand your customers - If you identify and recognise customer requirements, you’ll be in a better position to address their wants and needs. Harness the power of customer feedback - Don’t shy away from negative comments or criticism. Harness its potential and use customer feedback to your advantage. Set clear standards - Make sure your staff know what is required of them and provide constant reminders. Reward strong performers - Although this will maintain high standards, it can also encourage other members of staff to put more effort in too. Implement a culture of teamwork - Working as a team will improve overall efficiency and provide customers with a better experience. Establish objectives - Give members of staff some goals to work towards and provide rewards when they are met. Carry out performance reviews - Identify strengths, weaknesses and areas of improvement to enhance customer service. If your customer service staff receive adequate and appropriate training, the whole business is bound to benefit. However, some methods and approaches don’t always have the desired affect. But by adopting new tactics, introducing regular training exercises and implementing a few tried and tested techniques, then your training should deliver favourable results. Share this post with your own audience

Despite the fact that B2B sales training has good intentions, members of staff can struggle to see this. For them, it means being away from their desks and missing out on commissions to watch powerpoint presentations and listen to a lecturer. This doesn’t benefit anyone. The business will waste valuable capital on pointless teaching while employees will grow disillusioned with their job roles. Therefore, more and more organisations are starting to adjust their outlook on B2B sales training and adopt new approaches. But how can you get your workforce excited about training and more engaged when learning new skills or expertise? Well, here are some suggestions.   Inject excitement by introducing games While making lucrative sales and closing in on deals, your staff are bound to be quite animated and lively. They need to be enthusiastic about the company’s product or services and high-spirited in order to coax prospects into making a decision. But as soon as they enter a training environment, buoyant and bubbly personalities soon disappear, as the passive nature of most teaching methods is enough to make employees fall asleep. To address this problem, think about injecting excitement into training by introducing some games. Get your workforce out of their seats and devise some role-playing exercises or practical demonstrations. Another option is gamification, which can do wonders for incentivising and engaging your employees. Wranx uses sophisticated and science driven techniques that encourage focus and delivery but also entertain and amuse staff. What’s more, the gamification model capitalises on the human instinct of competition, which is a standard characteristic of most sales staff.   Take training online These days, sales staff don’t need to travel up and down the country or the other side of the world to speak to prospects. Instead, they can go online, set-up a videoconference, have face-to-face conversations and with any luck, complete those all-important sales. So, why should you conform to age-old training techniques as well? Chances are your members of staff won’t have a problem with learning about new sales strategies online, but they will surely take issue with conference room training. From making course information available online to developing cloud-based applications, there are numerous ways you can bring your B2B sales training up-to-speed with today’s digitally connected society. Another benefit of taking training online is staff can learn at a time and place that suits them. Wranx has a 100 per cent hosted solution, allowing you to make changes and adjustments remotely. Furthermore, it is extremely cost-effective thanks to a pay-user per-month model. Also, you can make it available everywhere because there is no need to install specialist software and you’ll never have to pay for upgrades or suffer from downtime.   Combine training and selling As mentioned previously, one of the reasons why B2B sales training doesn’t always work very effectively is because staff would prefer to be at their desks closing in on sales. During a presentation or demonstration, their minds could be elsewhere and they might not be fully focused on what is being said. Sales that are on the brink of being completed could quite easily fall through too. But combining training and selling isn’t as hard as you might think. Also, employees will be much happier and more engaged with training if they can pick it up at a convenient time. Wranx training solution is available on desktop, but also smartphones and tablets too. Whichever platform your employees choose to use, they can complete coaching and courses when there is a lull on the sales floor. On top of that, it will much easier to apply new skills and expertise if they are being taught in the same environment as sales.   Utilise the brain’s potential In standard training scenarios, your sales staff will receive an abundance of information in one go, which is often different to comprehend, remember and then apply at work. This doesn’t do anything for their motivation or engagement levels either, which will steadily decrease if the teachings they are receiving go in one ear and out the other. Thankfully, there is a solution. If you adopt a little and often training tactic, your sales staff will be much more receptive to teaching materials and benefit from increased learning at the same time. The technique known as spaced repetition takes advantage of the brain’s capacity to remember or learn new items when they are sporadically studied over a prolonged period. Wranx will provide your staff with short sharp quizzes every day to gain an understanding of how well they comprehend certain subjects.  This engages employees more than traditional tactics but will also increase their ability and aptitude at work.   Enduring strategies for sales training In addition to these approaches, which concentrate on increasing sales staff engagement, there are quite a few enduring training strategies that shouldn’t be forgotten about. These include: Coming up with a coherent strategy - Give your employees a framework, which they can reference when the buying process stalls. This will include things like documenting positive business news, making a case for the company, leveraging institutional resources and being proactive in their approach. Encouraging teamwork - Instead of focusing on specialised tasks for each and every team member, bring employees together and get them to work towards common goals. This in turn has the power and potential to create customer value and increase bottom-line conversions. Focusing on improvement - Even if you’ve managed to secure a winning strategy, it might not be equally effective six months down the line. So, always be open to improvement and constantly revisit the skill set of your staff. Using data - You might be surprised at how data can enhance and improve B2B sales training. Better metrics can deliver results you might not have previously expected, so dig deep and get data that improves your employee’s expertise but also adds to the customer’s overall experience.   Making B2B sales training more engaging Through gamification, online applications, on-the-job teaching and revolutionary learning techniques, it is possible to make B2B sales training more engaging. Just make sure that any training fits in with your employee’s daily routine and their attitude towards the job, as failure to do so can result in boredom and a lack of enthusiasm. But even if you do manage to implement more interesting and appealing training, don’t forget about tried and tested strategies that have been proven to work time and time again. These include the benefits of a strategy, the importance of teamwork, the need to improve and the value of data.  Share this post with your own audience

Despite the fact that several of us have trouble remembering certain facts or recalling moments in time, some people believe that the human brain is capable of retaining an infinite amount of information. For quite some time, neuroscientists have attempted to quantitatively measure how much our brains can store. But even if they manage to draw accurate conclusions, there are certain individuals that buck these verdicts, as they have demonstrated remarkable cognitive feats with their atypical minds.   The capacity to remember Nowadays, most of us own a mobile phone or have the resources to look up contact details of friends and family members, which means we don’t need to remember telephone numbers anymore. However, if you asked Chao Lu of China to memorise and recall your address book, he would probably stand a fairly good chance. In 2005, the 24-year-old graduate student managed to remember 67,980 digits of pi in a 24-hour stretch and didn’t even take a bathroom break. In addition to just numbers, certain intellectuals can also call to mind complex visual scenes or in-depth details about previous events. But this isn’t always down to training the mind through hours of study. Acquired savant syndrome is when healthy people suffer an injury and suddenly gain incredible recollection powers. Take Orlando Serrell for example, who was hit with a baseball when he was 10-years-old, but then developed the ability to remember license plates and compute complex calendric items.   The science behind memory If you wanted to quantify the brain’s capacity to remember, you could match-up memories with the amount of neurons we have, which is approximately 100 billion. However, this doesn’t allow for much information according to Paul Reber, a professor of psychology at Northwestern University. "If you could have as many memories as neurons, that’s not a very big number," he says. "You’d run out of space in your brain pretty fast." Because of this, most researchers believe memories are formed in the connections between neurons and across neural networks. The architecture of neurons, which form extensions in and out of a central hub, makes various memories readily available to recall. This web-like structure gives us "exponential storage" notes Reber and our capacity to remember "goes through the roof." He also believes our potential storage "gets into the several petabyte range," which equates to thousands of years of MP3 song files.   What makes memory champions different? So, if everyone’s brain has the ability to create numerous neuron connections, why can some people remember information better than others? Well, memory champions and record holders claim they are no different to anyone else and have simply trained their brains. A USA Memory Championship winner has even revealed that his memory was terrible before becoming a mental athlete, with practice making the difference. "Within weeks of training, maybe even less, you’re doing something that seems almost impossible to the normal person," says Nelson Dellis. "We all have this skill within us." Before starting his routine of cerebral workouts, Dellis could memorise a deck of cars in 20 minutes. But since becoming a recollection prize-winner, which requires up to five hours of training a day, he can now do this in less than 30 seconds.   How to increase the mind’s memory Dellis says that he uses well-known and long-established techniques to commit items to his mind, which includes building a memory palace. By taking a property or home you know well, it is possible to position items you want to remember on the kitchen counter or dining room table. "You mentally navigate yourself through that space and pick up those images you left there and translate them back to what you memorised," cites Dellis. Those who can remember lots of random numbers also use similar tactics, but will instead string digits together into a story, which can be read silently in the mind. And although anybody can potentially adopt these strategies, there is a lot of interest in whether the memory can be improved and enhanced without having to put so much work in.   Changing the way our minds work With the right technology, it might be possible to unlock our inner savant according to Allen Snyder, the director of the Centre for the Mind at the University of Sydney. He believes we operate on a high level of conceptual thinking, rather than concentrating on smaller details. He believes "we are conscious of the whole and not the parts that make it up," which could be a result of evolution, as we needed to identify predatory threats quickly. But if we can avoid elevating data to a conscious level in the brain, we might be able to remember individual details more easily. This "privileged access" is what savants benefit from. Snyder looked closely at cases of acquired savant syndrome and identified the left anterior temporal lobe as a particularly interesting area of the brain. Dysfunction here is linked to newfound artistic and musical abilities in people with autism, dementia and savant syndrome. In his research and experiments, Snyder has developed a "thinking cap" that generates magnetic fields to stimulate the left anterior temporal lobe. Although patients demonstrated improved drawing, proofreading and counting skills, it remains to be seen whether technology can noticeable enhance long-term memory.   Processing information into memories Even if the brain’s ability to remember has no limitations, it is clear that we aren’t capable of memorising and recalling every piece of information that comes our way. But why is this? Well, Snyder believes it "has something to do with the economy of information processing," while Reber also concedes that there is a "bottleneck coming from our senses into our memory." So, perhaps the most important thing to bear in mind is that the brain should be viewed in terms of speed, not in terms of capacity. "It’s not that our brains are full," Reber says. "The information we’re experiencing comes in faster than the memory system can write it all down." Share this post with your own audience

Seeing as the financial industry has received a fair bit of criticism and negative press in recent years, banks are finding it more and more difficult to attract customers and achieve sales. Certain sections of the general pubic are becoming increasingly disillusioned with how the city works and don’t have much faith in the majority of today’s biggest banking institutions. On top of that, most customers prefer to bank online, as this is much easier and convenient. Few have the time or inclination to go into their local branch in order to see account statements, apply for a loan, transfer money or speak to an adviser. Therefore, new and novel approaches are often required to gain trust and secure business. But how can this be achieved? Well, it starts with training and coaching your sales team. These employees remain pivotal to a bank’s success, even if numerous branches are deciding to adjust their operating models so that sales staff double up as cashiers or customer service representatives. Changes like this might improve efficiency, but they will do little to increase turnover and boost bottom-line performance. This is only possible by having a confident and competent sales team, capable of taking prospects through the buying process and closing those all important deals. To achieve this aspiration, you’ll have to recognise current trends, identify prosperous areas, come up with a strategy and perhaps most significantly, train your sales staff.   Current banking trends Rather than thinking of ways to adjust your offering in response to online banking, you need to embrace this technology instead. Not only can this enhance the customer’s experience, it has the power to boost revenue as well. According to research by the executive team of a large US bank, implementing an enterprise lead and referral management system can mean an additional $1.5 billion (£1bn) for large banks and $500 million (£340m) for mid-size banks. Despite this promise of profit, the 2012 Forbes Secret Shopper Study of 10,000 companies revealed that obstacles in the way of cross-team collaboration at traditional banks contributed to 63 per cent of leads falling through the cracks. Even more alarming, these were not followed up on either. But by using digital tools and changing the behaviour of staff through training, you can take little known prospects, gain information about them, understand their intrinsic requirements and achieve favourable results. This involves using the right marketing channels, prioritising hot leads, taking appropriate action, closing the deal and recognising their valued custom. However, these concepts won’t be familiar to scores of staff used to traditional methods of selling banking products. This is why training matters.   Asking questions To make the most of leads you identify through methods like email marketing, walk-in contacts, mobile apps and customer referrals, you’ll need to take a step back and make sure your sales team has the same outlook towards improving performance as you. Ask questions such as:   How much time is your team spending on selling? Find out whether customer service inquiries or credit administration is taking up too much time. See if they’d prefer to spend their time on new client acquisitions instead. What contact does your team have with customers? If they are still meeting face-to-face with loyal customers in branch, then training can continue to focus on walk-in business. Never forget that existing clientele are just as important as new patrons. Are they allocating their time correctly? Even though all customers should be treated with the same levels of respect and regards, more time might need to be allocated to prospects with high potential. How often do you discuss performance with your team? Regular sales meetings can help to improve results, while giving employees the opportunity to offer up suggestions at the same time.  Do they have the tools to succeed? This will include training resources, industry information, market data and sales pitch books. How can you improve staff ability? Look into different forms of teaching and coaching. If customers are banking online, should your training go digital as well?   This last question is particularly pivotal, as bank sales staff might not be very receptive to traditional methods of training. Due to the nature of their roles and responsibilities, chances are they’ll be more interested in hands-on or practical activities. This can include challenging games that create competition between employees, role-playing real-life scenarios to understand the customer’s point of view and team-building exercises, which enable knowledge to be shared across your workforce. Training online can also be much convenient, because your employees will be able to start and complete coaching at a time and place that suits them. Alternatively, training can take place in the office on desktop computers, which doesn’t remove staff from their primary role.   Implementing changes Once you and your sales team understand what the customer wants and how to satisfy these requirements, you can start to implement some changes. These will attempt to improve the customer’s experience but also secure more product sales. Think about the following five changes:   Set performance goals Establish the current state of branch sales and set goals that go above and beyond this. Don’t forget to measure and monitor the performance of individual employees as well as the entire branch.  Forecast demand Even if walk-in numbers are dwindling, you can ask branches to forecast demand and propose staff scheduling accordingly. This means staff won’t have to perform cashier duties when they should be closing in on deals. Look forward, not back Owing to the fact that the landscape of banking has dramatically changed over the last decade, don’t look back on historical performance, as this is no longer relevant. Instead, look forward and adjust your strategy with today’s clientele in mind. Schedule activities To manage the time of employees more effectively, schedule specific activities for your sales staff. You can also leverage excess cashier capacity for duties such as outbound calling to maximise productivity. Learn from mistakes Nobody quite knows what the future has in store for banking sales staff, but rather than lamenting mistakes relating to performance and training, learn from them. The public’s attitude towards banking is changing and scores of people now prefer to manage their accounts online. This means that sales staff are facing an uphill struggle when trying to promote financial products and services. But embracing today’s digital age and giving your employees the tools to enhance their understanding of sales can deliver success. Share this post with your own audience

Effective leadership can be make or break for an organisation. Having someone who is great at their job heading up a business is just what it needs to move in the right direction, but as with every role, it’s essential not to stop learning. The fact is that the corporate world is changing all the time, bringing new challenges that even the most experienced of leaders can find it difficult to overcome. This is where training really comes into its own. Staying ahead of the curve and being able to deal even with the most contemporary of challenges is just what a business needs to remain relevant and competitive. Of course, a competitive business will also see its sales increase, not least because customers recognise the added value that is on offer. Getting to this stage, however, requires ongoing training for even the most effective of managers. Here are some areas in which you might want to focus your attention for improved sales success.   Get recruitment right The first step to boosting sales is to make sure you have the right staff on side. This may involve taking a closer look at your recruitment strategies, and if there is room for improvement, deciding where changes need to be made. Not everyone is an expert on how to find the right staff, so this is an area where you may feel the need to enhance your skills. Having the best team on board could play a key role in better long term sales performance.   Define roles Any successful sales team needs its members to have clearly defined roles. This gives everyone a true sense of what is expected of them, as well as what part they can play in moving the company towards its sales goals. It’s important to take a fresh look at what everyone is doing once in a while. Does one member of staff have talents that might be put to better use elsewhere? Or could a new employee learn new skills by being in a particular team? Sales departments should always be developing, and it’s your role as a good leader to make sure these changes are made in a way that helps improve a business in the long run.   Know how to delegate Some leaders can find it difficult to trust their staff with specific tasks, but delegation is essential to the success of any company. There are going to be times when you’re not around to keep an eye on what’s going on, so knowing how to delegate effectively is a key management trait. There’s a strong chance that some employees may have particular skills that are ultimately going to boost your sales - so give them the opportunity to use them. Taking a step back is something any management training course will teach you, and with good reason.   Embrace technology It is not uncommon for leaders to take a reluctant approach to technology, but in reality it could make a real difference to your bottom line. Cloud-based training has become increasingly popular and provides a flexible and simple way of learning that any leader will be able to adopt. Taking on people who can help deploy these systems and keep them operating effectively is a wise move. However, you will need to fully understand them yourself if you are going to use the technology to improve sales and gain a better overview of your business.   Offer training to staff Workplace training is one way of ensuring staff are developing their skills, which could ultimately lead to an increase in sales. It pays to know exactly what they are going to learn from the course you assign them to, which is why e-learning products might be a better option. You can see for yourself exactly what employees are likely to gain from their studies, as well as assess how it will translate to improvements in your business. Training in this area will show what packages are right for your firm, before you decide which one to introduce to your workforce.   Improve your image Are you one of those bosses who spends all day sat behind their desk, letting other members of staff get on with their daily duties? While this might seem like an effective way of running a business, in reality it could be alienating your workforce. Adopting an open-door policy or holding regular training sessions could be just what you need to give a more personable impression. Sales staff in particular are more likely to work harder for a boss they appreciate than someone they rarely see.   Keep everyone in the loop Another sure fire way to alienate staff is to not keep them up to date with what’s happening in the company. After all, they each play their own important part in its success, so why not let them know how well the business is performing? Training is available on how to put together effective and motivational presentations. If this isn’t something you have considered before, it could be a good way of getting staff on side and encouraging them to put their all into their sales roles. Share this post with your own audience

With healthcare never too far away from the headlines, it’s hardly surprising that national attention has shifted towards customer service standards within the sector. You don’t have to look far to find scandal on excessive waiting times or procedures being cancelled, but should customer service really be a priority for the profession? It could be argued that the nation’s doctors and nurses are providing a service, which therefore requires them to offer a certain level of courtesy and compassion. But would this be a distraction to providing care with the speed and accuracy the public has come to expect? Customer service is not something any organisation can fail to overlook, regardless of whether it’s in the public or private sector. Providing a better service should be high on the agenda for the medical profession, and these strategies could help you move towards this goal.   Encourage courtesy at all levels It’s not enough for primary caregivers to be the ones providing top quality customer service, it needs to run right through every aspect of your healthcare facility. From the receptionist working on the front desk to the pharmacist responsible for putting together prescriptions, making sure you adopt a holistic approach to customer service is the only way for it to be truly effective. All it takes is for one person to be slightly discourteous and it has a negative impact on a patient’s impression of the entire organisation. If customer service is going to be prioritised, it’s imperative to make it a collective effort.   Adopt the right attitude Staff need to make sure they have the right attitude towards their job. Failing to do this will only make it difficult for them to be effective in their role, which will ultimately impact the quality of care given to your patients. Adopting a positive, can-do attitude when dealing with the public is essential, not least because it will give them confidence in the service you are providing. Empathy plays a major part in this, as it puts your patients’ minds at ease and shows you are running a professional operation.   Ensure access to information One issue that you might have come across time and time again in the healthcare sector is not being able to access the data you need. Although records are generally held in one central database, you might find it isn’t always available when you need it. The same goes for any internal memos your staff might need to improve the quality of the service they provide to patients. Being able to access a single system where all information is held can streamline processes and ultimately boost your customer service offering.   Provide a named point of contact A major source of frustration for people in the healthcare system is that they are never too sure who they should be dealing with. This can largely be overcome if you give them a primary point of contact who they can speak to about any concerns. This might be someone in patient advice and liaison services, or another named individual who they can deal with directly. This eliminates some of the frustration associated with being passed from department to department when trying to get answers or information.   Give employees a purpose People like to feel like they have a purpose in their role, rather than just simply turning up to work each day to fulfil a specific set of tasks. If you allow them to feel like they’re a part of something much more important, chances are they will be naturally more inclined to offer better customer service. Sometimes it is necessary to exceed expectations in order to get the job done - and your employees should be encouraged to do this. Patients will remember the person who went the extra mile just as much as they will the individual who gave them poor customer service.   Work to an acceptable time scale There is nothing more stressful than waiting for test results, or turning up for an appointment only to find there’s a considerable delay. One way in which you can really improve the sector’s image is to reduce these waiting times and work in line with people’s expectations. It’s also worthwhile thinking about how to deal with disgruntled patients. Being able to offer a reason for the hold-up is more likely to pacify them than simply expecting them to accept it.   Prioritise courtesy and compassion Healthcare requires a level of compassion that isn’t often quite as necessary in many other professions. After all, you are dealing with people at some of the most stressful and vulnerable times of their lives, so it pays to be sympathetic. It’s important to see the job as more than just a means of earning enough money to pay the bills. Showing a little humility can go a long way, and ultimately improve the standard of the customer service you are providing. After all, the wrong mentality can show all too easily, and extensive training can help staff identify the right responses for any given situation. Share this post with your own audience

Staying ahead in the mortgage market is something no lender or broker can afford to ignore. Figures from the Council of Mortgage Lenders show 40,600 loans were granted in February 2015, worth a value of £6.8 billion to the industry. This is a big market, and it’s becoming increasingly difficult to get a slice of. The key point to consider is that borrowers have a choice of who they turn to for their mortgage. Simply offering competitive products isn’t enough, which is why you will need to be creative when it comes to your sales strategies. It’s essential to stand out from the crowd for all the right reasons, but how can you ensure that this is the case?   First impressions count As the saying goes, you only have seven seconds to make a good first impression, and this is certainly true for the nation’s mortgage lenders. Meeting clients face to face is the ideal opportunity to show that you’re the lender for them. It might sound obvious, but simple steps such as shaking their hand and giving eye contact can all work in your favour. It also pays to be polite and make customers feel welcome. Although you might be offering favourable rates, there are other factors that people will take into account before choosing you as their lender. It’s also worth bearing in mind that if you are offering similar rates to a competitor, interpersonal factors could end up being the deal breaker!   Don’t be afraid to demonstrate your skills Anyone can talk themselves up when trying to get new clients on board, but the real key to mortgage sales success is proving that you are the person for the job. Remember that many sales leads in the mortgage industry come from customer recommendations, so it pays off in the long run to prove your abilities by delivering tangible results time and time again. Potential clients also want to be convinced of your skills and expertise, so make them aware of any industry affiliation your company might have. You may also want to think about displaying the Financial Conduct Authority-recognised qualifications you have been awarded. It is your in-depth knowledge of the mortgage market that makes you such an invaluable resource for borrowers, but they need to be convinced that you will work with their best interests in mind. Clients have a choice, so the onus is on you to show that you are the right person to secure them a home loan.   Be social Social media is not something any business can shy away from - and mortgage lending is certainly no exception. A 2014 Ofcom report revealed that as many as 66 per cent of online UK adults have at least one profile on a social network, presenting sales and marketing opportunities that simply can’t be ignored. So what is the value of social media for the mortgage industry? It enables you to develop relationships with clients past and present, as well as demonstrate that you’re keeping up with the times. Social media is also a means of gaining a better understanding your demographic, and being able to interact with them on a more frequent basis. After all, what other marketing tool enables you to directly address fans and followers in real time?  Successful salespeople have often built up strong levels of trust with their clients, which is something social media can accommodate, providing of course that it has been used effectively!   Provide added value It’s no longer enough just to do what’s expected, instead you need to go above and beyond the call of duty to really make yourself stand out against the competition. This is where the personal touch can really come into play. Actually listening to what clients want can be a deal clincher, and will ensure they remember you for the quality service you have provided. With so many mortgage products out there, it can often be quite overwhelming from a customer’s point of view. Offering a service that has been tailored to their individual needs - and shows you have listened intently to what they want from their home loan - will leave a positive lasting impression. This should be standard procedure regardless of whether you work for a big name lender or a smaller firm. Everyone should have the time to spend with their clients, not least because property is the biggest purchase most people will ever make in their lifetime.   Be ready to respond to enquiries It’s often the case that people will leave a meeting, only to remember shortly afterwards that there were various questions they had forgotten to ask. This is where you have the opportunity to really sell your services - make clients feel they can contact you with any follow-up queries they might have. Whether it’s via email or over the phone, customers will appreciate that you’re never too far away. Adopting a truly mobile approach to mortgage sales has the potential not only to improve productivity, but also the standard of the service provided. It’s no longer necessary for you to be hooked up to a landline and PC to deal with enquiries. You can be out of the office and still maintain the same level of customer service as you would if you were sat at your desk. Share this post with your own audience

It is often said that people never stop learning, but as the tools to achieve this are constantly developing, it can be difficult to know which are the most effective. One concept that has really come to the fore over recent years is e-learning. Companies are drawn to the flexibility that these platforms allow, but just how good are they at enabling your staff to develop their skills? Corporate e-learning has real value in the workplace, providing of course that you know what training is needed for your staff, and that the right platform is chosen for your specific organisation. Here are some of the main reasons why e-learning has proved such an effective way for the nation’s businesses to train their staff.   Cut the cost of training Training is a necessary part of running any successful company, but it can prove costly. There is a considerable expense associated with sending staff on training courses, and there’s always a risk that you might not be happy with the end result. E-learning is typically more affordable than traditional training strategies. It eliminates the need for printed materials, and of course paying for the time and expertise of the person delivering the programme.   Put the brakes on company downtime Downtime is another issue you’re likely to face when sending workers on training courses. Spending time away from the office leads to a loss of productivity that can, in some cases, be difficult to justify. With e-learning, workers can build new skills at a pace you’re happy with, therefore causing minimum interruption to your day-to-day working activities. The cloud-based system may also mean workers can continue with their learning in their own time, further reducing disruption to your business.   Develop skills relevant to your organisation Many training schemes are devised to be used by a wide variety of companies, meaning they might not necessarily be tailored to your particular business. However, with e-learning packages, you can specify certain modules and themes that are going to be most beneficial to your staff. There is no longer any need to adopt a one-size-fits-all approach to training, as e-learning is the ultimate in flexible and relevant skills development.   Learning at an individual pace It is human nature that some people pick up ideas and concepts quicker than others, and this is certainly the case when it comes to workplace training. A one-day course might be ideal for some of your employees, while others might need a little longer to get to grips with what they have learnt. An e-learning package gives workers the chance to work at their own pace. If they’re struggling with one particular area, they can look over the learning materials over and over again until they have fully grasped the concept.   Flexibility when you need it most How many times have you attempted to schedule employee training, only to find that someone who needs to attend is on annual or sickness leave? E-learning means this no longer needs to be an issue, as the programmes can be followed according to each person’s individual agenda. It does help to put a deadline in place for when the modules need to be completed, but thanks to the true flexibility of these systems, this can be as soon or as far into the future as you like.   Boost your environmental credentials Going green is high on the agenda for many businesses, and e-learning is one way of minimising your carbon footprint. Giving staff the chance to learn on site means you no longer have the transport costs associated with sending them to training sites across the country. You will also be able to reduce the amount of paper needed for printed materials. Looking deeper into the benefits of e-learning you will also recognise that it cuts down on the need for heating and lighting typically required at an external premises. It’s a win-win for businesses and the environment alike!   Ability to assess progress Many e-learning packages come with testing and assessment capabilities. This can give employees the motivation to make sure they keep up with their studies, while it also provides you with an opportunity to see how well they are performing. Using external training providers doesn’t lend itself well to continuous assessment. You could easily provide staff with a quick test on what they have learnt, but there would be no guarantee that this would lead to ongoing development. E-learning is a much more interactive way of training staff, while also giving peace of mind that the information is being used to a proper end.   Employee retention Keeping the best staff on board is a challenge for any business, but with e-learning, you could find that turnover is reduced. People like to feel they are developing in their role, rather than just coasting along and performing the same tasks day after day. By offering the opportunity to learn, you are demonstrating to employees that they play an important part in the business - and that their existing skills are worth developing. E-learning is also likely to appeal to a much wider scope of learning styles than more traditional training initiatives. Share this post with your own audience

Despite your best intentions, traditional training methods are no longer relevant or rousing for sales staff. In the past, teaching and coaching was designed to improve employee expertise on an individual level. More often than not this would assess their performance, identify knowledge or skills gaps, develop a plan of action, implement this strategy, assess employee progress and then repeat for other members of staff. While this approach can go some way in enhancing competence, it doesn’t inspire a long-lasting change for the entire sales force. What’s more, it means that sales managers can become complacent and stagnant when conveying their own experience and knowledge. While the professionalism and proficiency of senior staff should be passed on to junior employees, it is also imperative to train sales managers so they can coach employees successfully. That way, their combination of wisdom and worldliness can always be capitalised on. Not only does this increase the confidence and capabilities of every employee, it can also go a long way in securing more sales and meeting organisational objectives. But how do you go about training sales managers?   Problems associated with sales managers that coach The biggest trap that a lot of business fall into is to believe sales managers are capable of coaching simply because they are experienced. However, convincing potential prospects to convert and teaching staff on the secrets of selling are two very different things. Another reason why training isn’t adopted for sales manager is due to the fact they are constantly busy and additional coaching would be a waste of time, effort and resources. This money could be used to train the actual workforce instead or set aside for other areas of the business. But all of these problems can actually contribute to a strategic failure. The whole purpose of training your sales team is to ensure they have the skills, supplies and support to increase turnover and generate a profit. This is something that has already been achieved by sales managers who posses the necessary requirements to succeed. By ignoring this invaluable resource and continuing with antiquated coaching that does little to spur on sales teams is like shooting yourself in the foot.   How to implement training for sales managers So, if you recognise the need to train sales managers before getting them to coach employees, how do you go about doing this? Well, here are a few steps you might want to consider implementing. Bring sales managers up-to-speed with training materials - Seems fairly obvious, but first off you should bring sales managers up-to-speed with the training materials they will be giving staff. The nature of training and its associated resources will depend on the company in question, but it might be a good idea to adopt principles and practices the sales manager is already familiar with. If not, they will have to spend a fair bit of time understanding what is included and may not be in the best position to coach employees. Learn how to teach in an effective way - In addition to understanding what employees will be learning about, sales managers must also know how to teach these materials in an effective way. This might involve attending a course on the basics of coaching and how to become a convincing teacher. Although this might seem like the kind of traditional training you want to avoid, it is far more beneficial to send just one person on this kind of program rather than every single employee. Put these processes into practice - With an understanding of training materials and how to effectively express them, sales managers can then start to coach employees. A lot will depend on the business in question, but training can take the form of one-on-one sessions or exercises involving entire sales teams such as role-playing. Employees will be much more receptive to an authoritative figure they already know, respect and trust. Training techniques that sales managers might want to adopt The aforementioned process is quite a traditional way of enabling sales managers to coach employees, but will still have the desired affect. However, there are a handful of additional techniques available, which might be more appropriate for today’s complex sales forces. What’s more, it still allows for sales managers to impart their experience and expertise.   E-Learning and spaced repetition There is a good chance that your sales team will need to know about the in-depth details of numerous products or services and how these can best serve the customer. But there are various problems associated with trying to retain and recall an abundance of knowledge. Firstly, they may not have the time to learn about elaborate facts and figures while working. Furthermore, absorbing lots of information in one go does little to improve retention rates either. But through e-learning and techniques like spaced repetition, sales staff can brush up on their product knowledge at a time and place that suits them. This kind of training allows sales managers to come up with the teachings but also change materials at a moment’s notice and monitor employee progress.   Recognising and rewarding progress and achievements In order to truly increase competency, your sales staff will need to know what areas they need to improve upon but also receive rewards for doing a good job. This will motivate employees to do better but also create greater job satisfaction. Sales managers can listen in on calls, review recordings, analyse performance and provide constructive criticism or positive feedback. Try and do this in a timely fashion so that the employee doesn’t forget about specific examples. In terms of rewarding achievements, sales managers should personalise praise as this makes successes tangible, meaningful and more beneficial for the business as a whole.   Share success stories It will come as no surprise that employee engagement and morale can severely affect bottom line conversions. Therefore, sales managers are responsible for creating a sense of unity and satisfaction among the sales force, which can be done by sharing success stories. Think about making everyone aware of a significant sale or major deal. The vast majority of sales managers command respect and if they are seen endorsing the prosperous actions of individual employees, the entire team could well up their respective games. After all, research by the National Business Research Institute found that employee attitude affects 40 to 80 per cent of customer satisfaction; so sharing success stories makes a lot of sense. You may not have previously thought that training sales managers was important, or even considered this as a way to boost the ability of other employees. But if your business prioritises this approach instead of adopting traditional training techniques, greater sales team success is a distinct possibility. Share this post with your own audience

When it comes to managing and maintaining positive customer relationships, call centre staff have a massive role to play. Although some consumers might pick up the phone for straightforward queries or minor problems, several will require immediate and essential help, which employees need to handle in the right way. A lot of the time, callers will be angry and irate about their product or service, which requires calmness and composure. Then again, those experiencing technical issues will need well-informed and knowledgeable staff to offer up easy-to-understand advice, which isn’t exactly unchallenging down the phone. However, these call centre aspirations and obstacles can be achieved and overcome by introducing an interactive customer service. Taking the time to train staff about the importance of engaging with callers can improve satisfaction levels and also fill employees with greater confidence. Strong lines of communication will undoubtedly lead to an increase in customer retention and loyalty too, as they will feel more appreciated, respected and valued. But how can you create interactive customer service in call centres? Well, in many respects, it all comes down to training. When teaching your staff about connecting and bonding with people down the phone, be sure to bear the following things in mind.   Greet callers politely but with proficiency Regardless of whether call centre staff are dealing with enquiries or emergencies, customers will want to be greeted by a polite and proficient individual. First impressions are crucial and could well dictate how the rest of the call will go. So, you will need to teach staff about sounding accomplished from the get-go, ready to answer questions and solve problems in a prompt and professional way. Think about coming up with a greeting template that staff can memorise and use for all future calls.   Practice the right phone etiquette The last thing a customer service representative will want on their next call is a rude and ill-mannered individual, but unfortunately this is part of the territory. However, your staff cannot stoop to this level and must practice the right phone etiquette at all times. By acting and sounding collected, there is every chance the customer’s attitude will change and the call can be managed in a much more amicable way. Remember that these staff are the face of the business for many people and will always need to reflect the company’s culture and core values.   Building a rapport as quickly as possible This can be quite difficult if the caller is feeling distressed or suffering from a major problem, but building a rapport with customers as quickly as possible should be one of your training priorities. By doing so, problem solving and diffusing difficult situations is much easier. Employees should be emphasising the point that they are there to help and provide assistance in any way they can. Encouraging collaboration between both parties through strong and warm relationships should result in higher levels of interaction and engagement as well.   Place an emphasis on listening This is where you can start to truly establish an interactive customer service in call centres, as communication needs to be two-way. By placing an emphasis on listening, the customer knows their concerns are being taken into account and will feel more satisfied as a result. But training your staff to listen is not just limited to keeping their mouths shut. Employees will need to ask clarifying questions and take notes but not interrupt customers when explaining their issue or inquiry.   Finding out what customers want To do this, your members of staff might have to ask more questions than the customers themselves. But by asking questions, employees can be sure they are on the same page as the customer and facilitate a mutual understanding between both parties. Customer service representatives should reiterate the caller’s main issues or complaints but also exercise patience and understanding to avoid any unfortunate escalations.   Try to personalise the experience According to a recent study of service interactions in a call centre, offering personalised information to the customer was the most important factor in rating the quality of their experience. So, come up with some questions your staff can ask and deliver tailor-made answers accordingly. If this is too difficult or challenging to implement, consider introducing some call centre software that displays relevant customer details such as their name, company, previous interactions and purchases as well as any recordings or voicemails.   Enable greater autonomy In the same article as above, research has found that autonomous agents are more capable of effectively addressing customers’ needs by being flexible, responsive and personal. Therefore, there may be a case to ditch that stringent script in favour of something more adaptable. If you train your employees in problem-solving techniques and how to personalise their approach to calls, your customers are sure to be more satisfied and receive a better quality of service.   Understand the difference language can make When seeking out help or advice, customers don’t want to be greeted with phrases like "I don’t know," "you should have done this," or "calm down," as this kind of language will only exacerbate the problem. Instead, use word softeners like "Let me find out for you," "I understand what has happened," and "I will help you find a solution." This can improve and enhance customer interactions but still provide effective solutions for the caller.   Refer back to the Six Basic Needs of Customers Numerous training programs will look at the Six Basic Needs of Customers, which can be referred back to and always relied upon when attempting to establish a more helpful and engaging call centre. These are: Friendliness - From the moment the call is answered to when the phone gets put down, staff need to be friendly and courteous with every single customer. Empathy - Employees must understand and appreciate the customer’s circumstances and position without criticism or judgement. Fairness - Customers are entitled to feel aggrieved if others have had their problems handled in a better way, so treat all callers as equal. Control - Although staff might hold the answer, customers will want to have an input on the decision-making process and feel like their opinion counts. Options - To provide customers with greater control, give them options and alternatives. Information - Staff must demonstrate their knowledge and expertise, as customers require as much information about products, services and policies as possible. If you bear these needs in mind and implement every other piece of the aforementioned advice, there is no reason why you can’t turn your call centre into a more interactive and engaging environment, which the customer can benefit from in a number of ways. Share this post with your own audience

For a great deal of people, buying a new or used car will be the most exciting purchase they ever make. Not only used as a vital method of transportation, cars are a sought after status symbol, which tell other road users that you exude certain characteristics. However, some buyers will be more interested in safety and practicality if their desired vehicle is for taxiing the family around. On the other hand, budget-conscious motorists may prefer reliability and value for money, which are equally important features. But regardless of the purchaser that shows up at a dealership or showroom, the automotive sales staff on duty will need to possess certain traits and attributes too. With any luck, these will be inherent and natural skills, which come as second nature to the individual in question. Still, this isn’t always the case and some employees will need additional training to serve the wants and needs of the customer. But the very nature of the automotive industry requires a different approach to other sales-orientated sectors. Choose the right strategy and your forecourt will have to be constantly replenished with new stock. Get it wrong however and those tight profit margins could be getting even more difficult to manage and overcome.   Do - Teach staff about the importance of first impressions Upon arriving at your dealership or showroom, most customers will be too preoccupied with looking at cars to notice staff straightaway. Unless they have a specific question or query, they will head straight for their preferred vehicle and start picturing themselves behind the wheel. But when sales staff do come into contact with the customer, first impressions are absolutely crucial. This may well be a fundamental of automotive sales, but still can’t be stressed enough. This means looking and acting the part, as customers won’t be filled with confidence if the salesperson is poorly presented or doesn’t care about helping out. Don’t just dress to impress, dress for success!   Don’t - Fall into traditional automotive sales traps Now that we have established your sales staff need to look and act the part, don’t rest of your laurels and think this advice will suffice. In fact, question traditional automotive sales techniques and don’t fall into obvious traps. Take your employees’ initial greeting for example. Upon saying "can I help you?" the customer will probably reply with "just looking" and carry on regardless. Instead, get your staff to introduce the dealership and themselves, which instantly creates good vibes and a strong rapport. Another old-timer tactic is letting the customer go on a test drive on their own. This is an opportunity to understand your customer’s personality and find out what they want. So, during training, teach your staff about different buyer personas and how to deal with each one.   Do - Treat all customers the same Despite the fact glamorous sports cars and luxurious saloons can result in more money for the dealership and more commission for the salesperson, you could be losing out in other ways if you only focus on these sort of customers. Prospective purchasers interested in cheaper vehicles might spread bad feedback or leave negative reviews online if they have been treated with a lack of attention or respect. Word-of-mouth is an incredibly powerful influencer while the Internet can tarnish favourable reputations for good. So, when training staff, make sure they treat all customers in the same way, regardless of the type of vehicle they are interested in or how much profit a sale could potentially deliver.   Don’t - Pre-qualify potential customers Automotive sales training will usually focus on how to talk about the merits of a particular vehicle and persuade customers into making a purchase, but there is a lot more to it than that. Another crucial aspect concerns the financial side of things. However, you should never judge a book by its cover and assume a certain customer has bags of cash because of the way they dress. So, avoid training your staff in how to pre-qualify potential customers, as this will probably be a waste of time. Let the bank decide whether they can afford to buy or not but still tell your staff to always assume the sale.   Do - Understand the importance of questions We have already established that you can’t presume what a customer wants by looks alone, so you will need to find out this information in another way. In order to do this, your sales staff will have to be comfortable with asking and receiving plenty of questions. At first, these can be fairly ambiguous and ambivalent but will soon need to get down to the nitty gritty side of things. Do you like the car? Could you see yourself driving this car? Would you buy the car today? At the same time, your staff will need to be knowledgeable enough to answer questions from the customer too. If you have a showroom full of different makes and models, then knowing about the detailed specifications of each can be difficult, but it’s not impossible.   Don’t - Rely on traditional training techniques Taking sales brochures home and brushing up on performance figures is far from effective. This does little to improve knowledge retention and will fail to fill employees with confidence about their ability either. Instead, think about adopting a different approach, such as spaced repetition. This is a scientifically proven teaching technique that spaces out training over a prolonged period, which makes it easier to learn and retain new information. What’s more, it takes the form of short, sharp quizzes, which can be completed at your employees’ desks on a smartphone or PC. This removes the hassle of going on a boring training course and can be completed during quiet periods when customers do not need attention. Follow these do’s and don’ts of automotive sales training and with any luck, you will end up with a team of proficient staff capable of keeping turnover high and margins profitable. Share this post with your own audience

Restaurateurs, catering companies and fast-food franchise owners will all have one thing in common - the desire to deliver great customer service. More often than not, this will come down to what is served on the plate, which could well speak for itself. However, a lot will also be dependent on the members of staff that take orders, wait on tables and be of assistance to winers and diners. But this is where the food industry comes up against a number of challenges, as motivating and training employees to provide superior customer service can be quite tricky. First and foremost, you could have a workforce made up of temporary staff that are only interested in making a bit of extra cash and don’t care much for the company’s customer orientated values. Then there is the time, effort and resources required to implement training that actually works and improves your food service. Even so, these obstacles can be overcome if you stress the importance of customer service to your staff, demonstrate the enjoyment that comes from seeing satisfied patrons and implement the right teaching methods, which are both cost-effective but also meet business-based objectives.   The importance of customer service Despite the fact every business owner or senior manager in the food industry will have different objectives, these pale into insignificance when compared to the wants and needs of customers. After all, these are the people that keep the company in business. Without loyal customers coming back for more or new clientele finding out about your food from previously satisfied patrons, you will struggle to stay afloat. Therefore, every aspect of the organisation should be focused on going above and beyond customer expectations. Think of good customer service as a future investment. You may only be making relative pocket money with one individual sale, but this could well turn into significant turnover if positive word-of-mouth reviews spread far and wide. However, providing excellent customer service should not just be in the interest of your cash flow, it also has the potential to create good vibes and positive attitudes among your workforce. This is perhaps the best way you can convince and win over your staff to do everything in their power to serve the customer.   The enjoyment that comes from seeing satisfied patrons Although the makeup of food industry workforces will be dependent on the business in question, a lot of young people typically work as waiting or bar staff. Unfortunately, they often see these roles as a simple stopgap during higher education or before finding permanent employment. But this doesn’t mean to say their attitude towards the customer should be fleeting or inconsistent. Your customers will want to have a memorable and enjoyable experience, which won’t come about from uninterested or disengaged staff. So, what is the solution? Well, to prove that satisfied patrons provide enough motivation to deliver excellent customer service, you will need to lead by example. Treat employees in the same way as customers and demonstrate passion for the position. Ask what your employees would want if they were in your customers’ shoes. If your staff pay attention to patrons and engage with guests in a friendly way, this infectious attitude is sure to extend to the rest of the workforce too.   Implement the right teaching methods In addition to employing young workers, several businesses in the food industry will also have a high turnover of staff. This means that the expense of training can often seem like a waste, which means employees often go without essential teaching of customer service principles. On top of that, traditional training techniques such as classroom-based courses struggle to inspire employees or bring about a change in behaviour. Members of staff won’t be able to retain and apply new principles and practices if they find training a boring and tedious affair. So, it is imperative to implement the right teaching methods, which will ensure your workforce can remember, retain and relish training. One option is spaced repetition, which teaches new subjects in intervals according to the student’s comprehension of a subject. This often takes the form of short quizzes or fun games, which can be answered and played on smartphones and tablets. Along with increasing the expertise and ability of young people, spaced repetition can also fit in with their daily routines and doesn’t feel like a monotonous experience.   Essential aspects to remember when providing superior customer service Now that we have established the importance of customer service, the enjoyment that comes from seeing satisfied patrons and the need to implement the right teaching methods, what should training consist of? Well, here are some essential aspects to remember when providing superior customer service: Friendly greetings - First impressions are crucial and could well dictate the customer’s entire experience. This greeting should be tailored to the brand and business but also take the buyer’s persona into account as well. Although you can teach employees about the company’s culture and core values, you should also allow for individual expression, as certain members of staff will feel uncomfortable carrying out regimented guidelines. Educating customers - When serving customers, employees will need to inform them about the range of delicious dishes you have available as well as any special offers. Customers will also have questions about certain menu options or need to let your employees know about allergies and food preferences. This is all part of the dining out process that your workforce needs to recognise, respect, and pay regards to. Employee attentiveness - Customer service isn’t limited to taking orders and serving food, it envelops the entire eating experience. From the moment customers come through the door to the time when they pay the bill and leave, your members of staff will need to be alert and attentive. Your workforce should try and build a rapport with customers, striking up conversations and making the odd joke. The power of smiling - It is quite remarkable just how much difference a smile can make. Not only could it result in a bigger tip for waiting and bar staff, but also give the customer a reason to return in future. Smiling doesn’t require any addition effort from employees but will undoubtedly enhance the customer’s experience. Being grateful - Although diners will be thankful for an enjoyable meal, your staff should also be grateful for their custom. Just like the initial greeting, this should be open to interpretation by employees. Maybe they can recall a previous interaction or personalise their thank you in another way. Try and make sure your employees’ gratitude is honest and heartfelt too. While providing customer service will throw up different obstacles and challenges for the various food industry organisations currently in operation, the above principles should stand any entrepreneur or enterprise in good stead. Share this post with your own audience

Irrespective of how productive and prosperous your sales team may be at the best of times, there are bound to be occasions when they lack drive, enthusiasm and motivation. In other job roles and lines of work, this is not a major problem but when it comes to sales, insufficient inspiration can have damaging and detrimental consequences. Despite the fact most sales teams are sufficiently stimulated by the prospect of greater commission and climbing the career ladder, it is natural to feel a little weary or fatigued when endlessly trying to close deals. For this reason, creating a motivational environment has become top priority for numerous sales managers. This is easier said than done for most but there are some tried and tested solutions you can pursue. First off, you will need to identify potential problems that could be causing a distinct absence of enterprise. From there, you can attempt to overcome these obstacles by implementing a few changes or coming up with a whole new approach towards sales. However, you shouldn’t rest on your laurels and think that this strategic shift will last forever, as the attitude of your sales team could change. Therefore, you will also need to ask yourself some key questions everyday in order to truly establish a motivational sales environment.   Possible reasons for poorly motivated staff   Reluctance to cold call When presented with highly targeted prospects, your sales team will thrive and no doubt be able to deliver countless conversions. However, if they have to rely on cold-calling potential customers, this could seriously affect motivation levels. To address the issue, you can either ramp up marketing efforts to generate more qualified leads or train sales staff to become proactive with their calls, not just reactive.   An absence of organisational objectives It is all well and good having sales targets written on the wall, but if staff are not sure what they should be doing in order to achieve these goals, their drive and determination could suffer. Sales managers should provide clear organisational objectives on a daily and weekly basis for things like the number of conversations with prospects and when appointments have been made. These high-value activities should contribute to more bottom-line conversions.   A lack of personal goals Regardless of an employee’s motivation for being a salesperson, they will still need personal goals to strive for and work towards. Sales managers need to recognise these aims and inspirations, creating an environment that facilitates individual growth. An obvious motivator is greater commission or other financial bonuses, but it is quite remarkable just how effective something as simple and sincere as recognition can be.   Sales call frustration When making a sales call, the last thing your members of staff want to hear is a voicemail message. Unfortunately, this is becoming an increasingly common occurrence and can lead to a great deal of frustration. So, in addition to a standard sales script, your employees should also have something prepared for voicemail messages too, which must introduce the caller, bring out the company’s value proposition but not be too long or lacking excitement.   How to create a more motivational environment   Be positive Having a glass half empty attitude simply doesn’t cut it on the sales floor. Even if your staff are struggling to convert leads and close deals, you will need to remain positive and stay upbeat. Negativity can spread like a bad smell and will do nothing to increase inspiration or enterprise. So, cheer on your colleagues and reassure staff that good times will come to fruition once again.   Be specific When you are offering up praise and providing constructive comments, try and be as specific as possible. It can be anything from how a certain member of staff dealt with an uptight customer or the way in which another employee managed to upsell a particular product. If you are specific and definite when motivating staff, your words will resonate with more weight and meaning, which is sure to be appreciated and welcomed.   Be focused Even though sales managers always an abundance of other daily duties that have to be carried out, their motivational actions and words will need to be said and done with conviction. This means focusing attention on the workforce instead of simply looking up from your computer screen and offering up a simple "well done." Look your employees in the eye and let them know you have faith in their ability.   Be helpful The most important thing to remember here is offering up feedback, not criticism. Sales staff can lose motivation if they have a manager telling them what they did wrong while failing to receive any points or advice on how else to deal with the situation. So, always be on hand to deliver useful and valuable feedback in order to induce inspiration. A sales manager’s experience and expertise needs to be harnessed by younger staff, which can only come about by being helpful.   Questions you should ask yourself every morning in order to maintain motivation levels   What did I learn yesterday? Something new or different is bound to transpire every day; it is your responsibility to learn from these experiences.   What changes can I make today? Based on the previous day’s life lessons, apply changes that will have a positive impact on the workforce.   Who can I help? Motivating the sales team as a whole is important, but individual support will be greatly appreciated by those who are struggling.   How can I improve? There is room for improvement with everyone, which includes the most senior sales staff. So, always look to increase and enhance your ability.   What progress are we making? Look towards your sales targets and organisational objectives to ensure sufficient progress is being made.   What are we doing and why? In addition to chasing higher turnover and bigger profits, sales should also reflect the company’s culture and core values. A lack of motivation is something nearly every sales-orientated individual will have suffered from in the past. Overcoming this obstacle isn’t always easy, but if you look towards the working environment itself, identify possible problems, implement a few changes, and always look to improve, your sales team may never have an absence of inspiration or enterprise again.  Share this post with your own audience

You would think that because medical products and devices are sold with the best intentions and provide essential assistance to countless individuals, this would be an easy and straightforward industry to trade in. But in many respects, this couldn’t be further from the truth, as market challenges and ever-changing legislation throw up various obstacles that need to be overcome. The United States is a particularly interesting example to look at. According to The US Medical Device Industry in 2012: Challenges at Home and Abroad study, the industry is worth a whopping $350 billion. The US dominates this market, with 32 of the $1 billion+ medical device firms located here, serving around 40 per cent of the world. But at the same time, "unprecedented challenges" such as new regulations also exist, which could threaten the United States’ position as a global leader. While this could enable other countries and companies to gain ground, things like excise tax on medical device sales has already resulted in more than 33,000 jobs being cut, which could have a damaging knock-on effect for the industry as a whole. This may only affect certain companies in the United States, but it is fair to say that similar hurdles and hindrances are becoming apparent in a number of other countries around the world. These carry a great deal of weight to due the increasingly global marketplaces we now operate in. So in the face of ongoing obstacles and limiting legislation, what is the right strategy to adopt for medical sales? Well, a lot can be said for investing in Customer Relationship Management (CRM), retraining sales teams, implementing mobile platforms and applications, generating value propositions, and better data management.   Sales strategy suggestions   Investing in a Customer Relationship Management (CRM) system When you take into account the fact 35 per cent of profits are directly attributed to sales strategy, having some sort of Customer Relationship Management (CRM) system in place makes complete sense. This can provide you with in-depth insights and information about your existing customers as well as potential patrons. However, it also enables managers to track industry trends while empowering sales staff with details about the customer’s wants and needs. A CRM system can work together with both sales and marketing efforts to enable greater collaboration between departments. So, your sales team can benefit from more genuine prospects, which have been identified and qualified by marketing staff with access to lead generation tools and analytics software.   Retraining sales teams to reflect industry changes Seeing as hospitals and other medical institutions are having to adapt to regulatory and economic changes, the need to reduce overheads and introduce cost cutting initiatives is paramount. This means they now have a different outlook on the buying process, which calls for sales teams to adjust their own approaches too. In the past, sales staff might have concentrated on new and novel innovations, but medical buyers are now more interested in the technological, clinical and economic value of products. Thankfully, this can be addressed through training, which will improve the ability of employees while serving the customer with greater attention to detail.   Implementing mobile platforms and applications As stated by a recent ZS Benchmarking Study, the highest priority for medical product marketers back in 2012 was the development of mobile platforms and applications. And thanks to the meteoric rise of smartphones and tablets since then, this looks like it will take even greater precedence now. Mobile platforms and applications can bring about a plethora of benefits to medical sales teams, such as the ability to collaborate via the cloud, conduct video conferences, improve the quality of product demonstrations, and communicate effectively with customers regardless of location. What’s more, these can work in conjunction with CRM systems too.   Generating value propositions for care, access, and costs A Booz study that looked at the changing times in healthcare found that in addition to hospitals and healthcare systems changing their structure to remain viable going forward, customer expectations would also force medical institutions to generate value propositions for care, access and costs.  From a care perspective, research and development leaders are looking to attract customers interested in the best treatment and technology, whereas specialists are more concerned with those wanting a single-minded focus. For access, some hospitals and medical institutions will favour convenience with a full range of clinical services, while integrators must create value via bringing together fragmented aspects of healthcare. Finally, cost can be broken down into the very best in comfort and privacy, the lowest price point possible and overall value for money.   Better data management for both sales and marketing Ask any medical marketing professional what their most important resource or tool is and they will probably say data. However, the way in which this information is managed, maintained and monitored can make a huge amount of difference when implementing new sales strategies. In all honesty, the hospital or healthcare systems’ choice of data management and analytical tools will be a unique consideration based on individual circumstances. It must provide decision makers with easy-to-understand yet actionable data, which can better inform marketing and sales activities. Data management must also improve customer service and satisfaction without using up too many financial resources.   Choosing the right strategy to pursue When confronted with such a challenging landscape in terms of regulatory and economic challenges, the medical industry cannot afford to lose focus on the customer, which is often difficult in the pursuit of favourable returns. So for many, this will mean adopting a new strategy. However, this doesn’t mean to say you should limit yourself to just one organisational change, as the vast majority of hospitals, healthcare systems and medical institutions will benefit from a range of different approaches. A lot will be dependent on what the customer requires in terms of care, access and cost. But other factors such as innovation and technology will also come into play. Nevertheless, the medical industry must rise above current challenges and take a proactive outlook towards change, rather than staying the same and remaining stagnant. 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Due to single marketplaces made possible by national governments as well as the extensive and influential nature of the Internet, we are now living in a world where global trade is commonplace. Never before has it been so easy to buy goods or services from one location and have them delivered to another. But while this profusion of choice is good news for the consumer, it throws up a number of challenges for transnational companies. These include but are not limited to greater competition from industry rivals, problems with communication in different languages, understanding what specific market segments want and managing to maintain favourable levels of customer satisfaction. This could even mean that your sales may start to decline rather than rise due to ever-changing yet anticipatory audiences. Clearly, this would be the worst-case scenario for any global brand, so uncovering the key to international sales success is somewhat of a holy grail.  Even though there are numerous tactics and techniques available at your disposal, which are sure to improve bottom-line conversions, a lot can be said for ramping up your training activity as well with an emphasis on greater relevancy.   Steps to establish an international presence   Develop an exportable product or service A lot will depend on your organisation’s industry, as products and services could already be well suited to global audiences, but if your offering does not address the wants and needs of customers in another country, international sales won’t come to fruition. For example, fast-food franchises often put their faith in regional managers to update their menus according to local tastes. So, look at your current portfolio of products and services to see whether any could or would fulfil international requirements. If you have already had enquiries from consumers abroad, this is an encouraging indication of interest.   Put together an internationally-focused strategy There is a good chance your existing sales strategy will not cut it on an international stage. Therefore, you will need to think of a distinctive approach that includes much of the same content as your existing plan of action but is tailor made for foreign prospects. In as much detail as possible, try to include information about what you intend to sell or export, the competition you are likely to come up against, and how your products or services will be distributed.   Produce marketing materials with regional audiences in mind Thanks to digital marketing methods such social media and SEO, it is possible for organisations of any size to promote and publicise their goods or services on an international platform. But just because anybody can access these materials doesn’t mean to say they will show an interest and decide to buy. In order to increase conversions through digital marketing, you will need to keep regional audiences in mind at all times and develop appropriate promotional materials accordingly.   Tactics and techniques to boost international sales   Don’t be afraid to cold call Despite the fact that lead-nurturing software can tell you when a prospect is ready to answer the phone and where they happen to be located, the country in question might not have a cold-call culture. They may even feel like it’s an insult or a gross invasion of privacy. Even so, this is still a useful and beneficial tactic because it can help to cross prospects off your list. On top of that, if they do answer the call and are prepared to listen, you will know that a genuine interest exists.   Harness the power of referrals for a call back You will find that in certain countries, the idea of a call back simply doesn’t exist. In fact, some customers will never dial their phone in the pursuit of a product or service because they don’t know the person on the other end. Referrals don’t always work and may take some time to deliver positive results, but they are a practical and effective solution to this ever-present sales problem. Leaving voicemails is good idea, but in today’s digitally connected society, sending an email with details of when you plan to call will be very well received by your prospects.   Understand customary and cultural differences Even if prospects in another country can benefit from your product or service in much the same way as existing customers, their motivation to buy might be different. Sometimes, this can be because of traditional customs or deep-routed cultures, which dictate behaviour and decisions. But if you take the time to learn about these and demonstrate an interest in your prospect’s way of life, they may be more willing to make a purchase.   Creating relevant sales training materials on a global scale   The importance of buyer personas These fictional representations of your customers provide great insight into their unique objectives, obstacles and metrics. These will vary by region, so using a buyer persona from one country and trying to apply it to another won’t work. From a training perspective, materials will need to be created in conjunction with marketing teams so that your sales department can benefit. Buyer personas will add greater relevancy to global training programs and keep your sales staff informed about who they are targeting.   Identifying the right sales channels It should come as no surprise or shock that some regions of the world prefer face-to-face selling, while others will do so on the phone or through the channel. This means training must address how certain countries sell by developing resources to make the whole process easier. First of all you will need to identify where difference approaches need to be adopted and then build training around this. Sales team feedback will be crucial in order to know whether these channels are correct and deliver the desired results.   The benefits of E-learning As opposed to standard training, teaching employees on an international level doesn’t allow members of staff to come together and attend the same course. Thankfully, this isn’t a problem if you introduce and implement E-learning, which brings about a number of additional advantages too. Due to the flexible nature of this training, materials can be changed and adjusted according to specific regions. Sales teams can also participate in training at a time and place that suits them without being restricted by differing time zones. Choosing to market and sell your products or services to an international audience is a decision that shouldn’t be taken lightly, as there are various obstacles to overcome. However, by following the right steps to develop a presence, applying a few tactics and techniques to boost sales while carrying out the right training, global prosperity can be achieved. Share this post with your own audience

As opposed to organisations such as automotive dealerships, real estate agents and retail outlets, hotels are in the business of selling experiences rather than physical possessions. For this reason, members of staff tasked with taking reservations and booking rooms face a number of different and unique challenges. However, this doesn’t mean to say that they can’t benefit from training and tuition in much the same way as other sales-oriented professions. In fact, providing employees in the hospitality industry with opportunities to increase their skills and expertise when it comes to selling can actually be highly advantageous. Unfortunately, this is easier said than done, as numerous hotels do not know where to start with training, especially from a sales perspective. It is relatively easy to teach employees about standard hotel practices and procedures, but what about giving reception staff or sales teams the tools and resources to increase the number of bookings and reservations? Well, to address this all too common problem, here is a look at the importance of hotel sales training and how you can implement prosperous programs, which educate staff about essential aspects of selling.   Why is hotel sales training important? At a basic level, you could argue that sales training is important to secure more customers, maintain a strong turnover and improve profit margins. However, this can be said for any business, regardless of its sector or size. As far as hotels are concerned, sales training is crucial for the following reasons.   To understand the product First and foremost, sales staff need to know about the ins and outs of the hotel if they want to convince potential customers to make a booking. This might sound like an obvious step and something you would do as soon as a new employee is recruited, but understanding the product with detailed comprehension is always greatly appreciated by the customer. From whether the sun rises or sets out of the window to the gluten-free options in the hotel restaurant, every tiny aspect will need to learnt about.   To understand the competition There is a strong possibility your hotel will be competing with a fair few alternative accommodation options in the local area. Chances are that prospects down the phone will also know about these other choices and have previously looked into the possibility of booking there too. If sales staff can recognise and recall the weaknesses of other hotels nearby and inform the customer about these drawbacks, you are bound to receive more bookings.   To understand the customer Just like any other commodity, hotels are built and designed to serve a specific market segment or certain consumers. Therefore, it is imperative that your staff know what kind of customer they will be talking to and targeting, which can be covered in training. Failure to do so could mean a lot of valuable time and effort is wasted. There will be little to no point telling a travelling businessman about the hotel’s spa facilities when all he is interested in are strong transport links and a hearty morning breakfast.   How to improve hotel sales through training Now that you know why hotel sales is important, we will start to look at the ways in which you can secure more reservations and bookings through training. Again, these might already be apparent but no stone can be left unturned when attempting to increase prosperity in an industry like hospitality.   Learn how to identify customer requirements Even if you are targeting a specific niche, it is still advisable to develop a list of buyer personas, which can be learnt about at training. This will include demographics such as age, gender, location, job and interests. That way, sales staff will be able to identify customer requirements and be in a better position to provide the best service possible. If you cannot unearth much information about certain personas, sales staff should be encouraged to ask questions about the customer’s preferences directly. These can be noted down and kept hold of for future reference as well.   Teach staff about phone etiquette Talking down the phone will come as second nature for some people, but others may find this form of communication a little bit trickier to master. However, maintaining a professional tone of voice while remaining kind and courteous is essential when selling hotel rooms. Remember that customers probably have a number of different accommodation options available and will not appreciate a hard sell. At the same time, questions and queries must be treated with patience not irritation.   Emphasise customer service The sales process isn’t just limited to phone calls, as guest interactions with receptionists, housekeepers, waitresses and bar staff can also impact on future bookings. If they are not treated well, the chance of securing repeat business is reduced and the customer may even spread negative reviews about their experience.  So, you should think about extending any sales training to the entire workforce. After all, employees that are seen on a daily basis are representatives of the hotel and can be as much of a marketing tool as an advertisement.   Strike the right balance between personal and financial skills The vast majority of hotel staff that achieve the most bookings tend to be genuinely interested in speaking to people and serving the customer. But while this might be their primary motivation for the role, they also need to recognise the importance of ROI and appreciate the need to make money. Even though your first concern should be the customer, sales training will also need to address the financial responsibilities of employees too. This might involve negotiation skills or greater comprehension of market conditions.   Keep your feet on the ground with realistic expectations With success for certain hotels dependent on so many variables such as the weather or economy, sales training shouldn’t be considered a sure fire way to guarantee success. Instead, keep your feet on the ground and approach this process with realistic expectations.  But even if you only witness a slight upturn in fortunes, you can rest assured this process will have favourable future repercussions. Through sales training, your workforce will posses more skills and greater proficiency, customers will be more likely to stay again and pass on positive remarks to others, while the hotel’s cash flow will benefit from more turnover and a higher profit in the long-term too. Share this post with your own audience

It is understandable why any business would want to puts its workforce through training. From increasing their product knowledge and business acumen to becoming better communicators and problem solvers, the potential plus points of training are vast. However, one of the biggest problems with upskilling employees is the poor return on investment from both a financial and effort perspective. Training can be an extremely expensive exercise, where members of staff don’t actually remember much information. A great deal of money is wasted and personnel are left none the wiser. Therefore, finding the right training service for employees has become imperative. A lot of the time, the themes and topics being covered don’t always match up with each individual’s job role. Sending every member of staff on a single coaching course might be the easiest option, but this doesn’t exactly guarantee positive results.  On top of that, a considerable number of teaching and tutoring takes place in uninspiring environments and is structured badly. This results in negative and nonchalant attitudes, which will only have one outcome. But if a business can take a step back, ask itself a few questions about the reasons for training and implement a tailor-made approach, favourable outcomes will come to fruition.   Things to consider with training   What are the objectives of training? Or, what do you want your staff to learn? First of all, try to identify gaps in your workforces’ knowledge or find out what areas they struggle with most. From there, you can establish what is required from training and the learning outcomes expected. Not only does this enable you to focus your attention on the training options that could deliver the best returns, it also ensures no time, effort, money or resources will be wasted.   Who will be receiving training? Sales staff will have very different personalities to call-centre representatives, so it is important to understand individual personalities and how they might respond to your choice of training program. In addition to their preferred learning style, you will also need to think about how certain members of staff accept and retain information. Younger employees will no doubt enjoy e-learning more than classroom-based teaching, whereas the older generation might prefer traditional methods such as on-the-job.   How many people will receive training? Only having a handful of employees makes training much easier, as it can be personalised to unique requirements. Having said that, this also makes things more expensive, as bespoke solutions could be required. Challenges exist for big workplaces too, as each and every employee will be different. Group training courses might be advantageous from a budget point of view, but this outlay might not yield the desired effect of training.   What is your budget? Budget constraints is a key issue for countless companies wanting to send staff on training courses, which means this could affect the type of teaching or tuition available. However, the phrase "speculate to accumulate" speaks volumes here. A lot will depend on your initial objectives and the employees receiving training, but if you manage to choose the right solution, your spend should pale into insignificance to the results generated. But while these questions can help you identify appropriate themes and topics as well as the staff members deserving of training, you will still need to choose the right teaching techniques and learning environments.   Choosing the right setting and strategy Even if you choose the right techniques and environments for training, employees might struggle to transfer their new knowledge into the real world. For this reason, it is crucial to establish a safe and comfortable setting, where employees are given freedom to make mistakes without criticism while receiving praise for the positive steps they take. Some may say that this isn’t conducive for workplace scenarios, as customers won’t be as forgiving or have as much patience. However, training is all about gradual learning rather than the immediate results required at work.  So, along with skills training, employees must benefit from teaching techniques and learning environments that evoke an emotional response and bring about a behavioural change. It is easy for people to underestimate the psychological challenges they will experience when faced with something new. The same goes for in-the-moment reactions, which don’t come up in training. Training must understand the emotions staff will experience when going from comfortable learning environments to difficult workplace settings. This can be achieved through role-playing and simulations, but may call for a completely different approach altogether. For example, spaced repetition learning, which can be implemented through desktop and mobile applications, enables employees to learn in the comfort of their own home or in the actual workplace. This makes the transition much easier and less stressful. What’s more, members of staff won’t be under as much pressure as a classroom environment and can constantly receive approval from completing modules.   Example of finding the right training service You might not have heard of Apple University, as it is the tech giant’s super secretive internal training program, but this is an example of a company getting their upskilling strategy right. For starters, training does not last a day or week; it goes on year-round at company headquarters in Cupertino. Employees are familiar and comfortable with the environment, but can easily transfer learning to their individual job roles. To increase the chances of a straightforward shift, it looks at real-life case studies, like the decision to make iTunes and the iPod compatible with Windows. By covering familiar topics and themes, staff feel more engaged and involved with training. Apple University also goes beyond simple skills training and looks to alter the way employees think about what is required of them. This involves looking at abstract drawings of Picasso and comparing Apple products to that of its rivals. Again, this is likely to bring about a behavioural change but also correlates to the real world. Apple knows what it wants from the workforce and has established a training program that makes this possible. But rather than exclusively concentrating on the fundamental principles of teaching, it also envelops emotional responses, which help staff apply new knowledge but also grow in their respective positions. This is one example of how to find the right training service for your employees. Share this post with your own audience

For those who haven’t heard of the term before, consultative selling is when a salesperson acts as a consultant to prospects, asking questions about their wants and needs, then using this information to select the best product or service possible. This mutually beneficial approach enables the salesperson to increase their chances of converting, because they will know exactly what the prospect requires. At the same time, customers will feel respected and valued, which could result in brand loyalty and further sales. Since Mack Hanan first wrote about this technique in the book Consultative Selling in the 1970s, it has been widely adopted by a number of businesses. However, this doesn’t mean to say execution is easy, as any organisation will face a few implementation hurdles to overcome. First of all, prospects will need to be thoroughly qualified before the salesperson enters into a consultation, as they may not have a genuine interest in making a purchase. Secondly, the business needs to be sure that it actually possesses the right product or service, which will also require in-depth research. Finally, but perhaps most significantly, consultative selling throws up countless challenges when it comes to training members of staff. A lot of the time, sales teams won’t respond well to the teaching methods being used and may struggle to find solutions for the prospect. Consequently, it is imperative you know how to teach consultative selling effectively.   Why consultative selling doesn’t always work   Inept staff As opposed to persuading or pressurising a prospect into buying, consultative selling requires a much more measured and reasoned approach, which is backed up by product knowledge and inherent wisdom. Unfortunately, some staff simply do not have the right type of personality for consultative selling. If so, organisations will need to profile members of staff and identify the most promising candidates before delving into a consultative selling training program.   Lack of commitment When teaching staff about consultative selling, you are not asking them to adopt a new and novel technique, you are asking them to embrace a completely different way of thinking. For some salespeople, this is too much of a commitment or simply too difficult. Consultative selling needs to be a two-way street, where the organisation and employee are on the same page. Both parties must recognise that a change in behaviour and attitude is required, which might not be warmly welcomed by everyone.   Information overload Overwhelming sales staff with a profusion of information about consultative selling simply won’t work. This is not an effective way of getting training to stick and won’t do anything for putting consultative principles into practice either. For employees to understand how consultative selling works, training will need to be almost spoon-fed over a prolonged period of time. This teaching should also be interactive and engaging, which reflects the conversations staff will have with prospects during a real-life consultation.   Poor communication Although sales staff should be asking their prospect plenty of questions, this needs to be reciprocated. Consultative selling is all about conversation, which requires strong and suitable communication. The same goes for the senior staff and sales managers that should be reinforcing, developing, and improving consultative skills during the training process. Employees want to receive recognition, praise, and encouragement, which should be coming from the top-tier. While avoiding these pitfalls is essential for consultative selling success, organisations wanting to adopt this technique will also need to be proactive in their implementation approach. With this in mind, here is how to make it work.   How to make consultative selling work   Make sure staff are experts in their field Despite the fact sales staff will already posses a decent amount of knowledge about the business’s product portfolio, they should also be experts in their field too. This means knowing about current trends, competitor products, and customer concerns. There is a good chance that prospects will be comparing your offering to others in the market, but if your staff can demonstrate proficiency about the alternatives, your customers are more likely to buy from you.   Build strong relationships with the customer When searching for a particular product or specific service, customers will be appreciative of some assistance and relevant knowledge. However, they will only accept help from a trusted and reliable source, which means forming strong and assured relationships. If your employees can prove your organisation can meet the customer’s needs, a positive relationship should blossom. Again, communication is the key, but your members of staff must also demonstrate enthusiasm, honesty, and transparency.   Adopting the right training techniques Seeing as your workforce would prefer to be on the sales floor rather than in a classroom, there is no point pursuing traditional training techniques. These will be perceived as boring by sales staff and won’t lead long-lasting retention of key consultative principles. Therefore, take training to your employees and make it engaging. For example, spaced repetition learning can be carried on desktop and mobile during periods of inactivity, but involves tactics such as gamification, which keeps staff motivated through competition with fellow colleagues.   Understand the customer’s needs Sounds obvious and is clearly the fundamental foundation of consultative selling, but this point cannot be stressed enough. Sales teams must put the customer first and understand their distinctive desires in order to make this approach work. This can be achieved by teaching employees about competitor products and industry trends, building strong relationships with the customer, and adopting the right training techniques, such as spaced repetition.   Learn, teach, sell Another way of looking at consultative selling is to think of it in three stages - learn, teach, sell. Initially, your workforce must learn something about the prospect to be in a position to help out and identify their needs. Then, sales staff must teach the customer about the various options available, which may well include competitor products or services. But in the end, employees must try and sell the organisation’s offering, which should be much easier if customers have been educated and enlightened by an effective consultation. Share this post with your own audience

Regardless of an organisation’s size or sector, customers need to keep coming through the door in order for it to survive and thrive. Consequently, patrons and purchasers need to be respected and held in high regard at all times, which can only come about if your members of staff interact with them in the right way. But in today’s economy, where changing market conditions mean various businesses are prioritising money over people, it is easy to forget about the importance of customer service. However, failing to address this pre-requisite for prosperity can have terrible consequences for reputations as well as finances. Having said that, simply satisfying a basic customer service level is no longer enough. Consumers are becoming an increasingly active bunch when it comes to buying products and services, which is largely down to the Internet. With a profusion of choice in front of them, the ability to research reviews and get in contact with even the biggest of brands directly through mediums like social media, everyday customers require more attention than ever before. For many enterprises, meeting these wants and needs is a daunting prospect. But thankfully, it is a distinct possibility if you can implement a customer-orientated culture and bring about a change in behaviour through appropriate, effective, and relevant training.   Implement a customer-orientated culture If you really want to take your customer service to a new level, the whole organisation needs to echo this sentiment. By implementing a customer orientated culture, everyone from senior executives to call centre representatives will be singing from the same song sheet, doing whatever they can to improve the whole buying experience. In many respects, existing objectives such as increasing turnover should be thrown out of the window and replaced with customer-focused goals like boosting retention rates. All practices and procedures must be carried out with the customer’s desires in mind. Each and every employee must be taught to recognise how their actions influence the customer as well as the overall value of the business. Once this has been covered, financial targets can come back into play and be established once again. At first, redefining what the organisation is all about will sound difficult or even somewhat impossible. But once you know you have to go from a company that sells a certain product to a company that provides the customer with a certain service, it will become easier to achieve.   Bring about a change in behaviour Once a customer-orientated culture has been established, your members of staff should know how their actions and words affect buying decisions. However, this doesn’t mean to say the hard work is over, as you will still need to bring about a change in their behaviour towards the customer. First and foremost, employees will need to learn how to practice empathy, as this can elicit trust, mitigate stressful situations, and lead to a more enjoy experience for the customer. One way of teaching this is through role-playing activities, which simulate previous examples or potential encounters. Secondly, staff will need to speak with customers at their level and in a tone they understand. When describing products or services, this means avoiding the use of any incomprehensible industry jargon that will go straight over the customer’s head. Even if they have knowledge of your offering, slang words or phrases could be confusing and diminish the chances of a sale. Finally, customer service representatives must be given complete control over all interactions, which means instilling the concept of personal accountability and initiative. If employees take full responsibility for their actions, they will be much more likely to go the extra mile and thus become incredibly valuable assets.   Conducting the right training It is all well and good choosing to adopt these two changes, but if their primary principles are not taught and executed properly, your workforce won’t be able to take customer service to the level you aspire. Therefore, the need for engaging and effective training is paramount. Traditional methods of training, which involves a teacher standing at the front of a classroom simply telling staff what they should be doing, is not the best way to go about upskilling staff. In addition to the boredom that will inevitably set in, this won’t help retention levels either and can be a waste of time, effort, money, and resources. As mentioned previously, role-playing activities can live long in the memory and will help employees deal with customers in the right way. Another option is on-the-job training, which can also incorporate the spaced repetition learning technique. This "little and often" type of training improves long-term memory retention but can also integrate with daily roles and responsibilities through the use of desktop software and mobile applications. Spaced repetition is known to engage individuals psychologically, but can also speak to their emotional sides too when practised in the workplace.   Enduring customer service tips to abide by Even though company culture and employee behaviour can go a long way in taking customer service to a new level, a lot can be said for tried and trusted techniques, which should never be overlooked or forgotten about. Furnish your staff with knowledge - Whenever a customer gets in contact with a service representative, they expect their question or problem to be answered or solved by a knowledgeable individual. This means furnishing your staff with wisdom about the company and its products or services. Professionalism, proficiency, and politeness - If members of staff want to exude professionalism, they will need to be confident and competent communicators. This concerns product proficiency too, but it also comes down to politeness. Employees should be well mannered and emotionally balanced when dealing with customers, no matter how irate they may be. Constantly monitoring service - Even if you think the organisation has reached the next level of customer service, there is always bound to be room for improvement. Therefore, constantly monitor and review your customer service, listen in on phone calls and shadow face-to-face interactions. Not only does this identify problem areas, it also keeps your workforce on their toes. Taking your customer service to a new level might require huge organisational upheaval, but by implementing this change, the whole business will benefit. Not just when it comes to reputations either, as happy customers become loyal customers that contribute to a healthy turnover and profitable margins.  Share this post with your own audience