Train the Trainer for Sales and Customer Service

Jack Manning Associates has been in business since 1988. Mr. Manning worked for Verizon for 28 years and as a consultant for 8 years writing many of their Sales and Customer Service courses. What makes Jack Manning Associates different from other trainers is their psychological approval to Customer Service. For example, all trainers teach the skills such as asking open questions, paraphrasing, asking specific questions, etc., but we show the participants how to recognize why they are asking certain questions in order to control the call and bring the contact to a successful conclusion. We impress on trainers to direct their customers to a satisfactory conclusion. Psychological approach shortens the call, increases sales and most importantly leads to happy customers. For example, voice tone is so important since it convinces the customer that the representative will do what they say or causes doubt which makes the customer call back to check on the order. This is a waste of time for the representative and an inconvenience and possible loss of the customer. Representatives are taught to use a forceful reassuring voice tone rather than a doubtful do-not-care attitude. Paraphrasing not only reinforces the customer that you are listening, but assures them you will deliver on time, thus shortening the call time. Studies show that up to 40% of customers call back, since they were unconvinced that the representative would do what they promised. Trainers are provided with a 30-page trainers guide. On the left page are trainer notes that correspond to the participant workbook page on the right. Basically, this makes the trainer more professional, able to answer any question and appear to be confident. Trainers are taught to greet participants by name as they enter the room. This puts the trainer and the participant at ease which is most important. Trainers are encouraged to explain the objectives of the course and that they will have fun while learning. We cover the four personality social styles which is the key to success. This is a fun and important exercise which relaxes participants and trainers. When we announce that role plays will be conducted, participants usually cringe. We explain that each person has their own personality and no one will be thrown under the bus since people handle situations differently. For example, some people are aggressive while others are passive, but each can be successful. When role plays are done properly, the after-class evaluations show a need for more role plays. We customize the course by using the day-to-day contacts of the participants. Handling difficult callers is a vital skill where we offer a step-by-step psychological approach to calming the customer and turning this into a successful contact. Trainers are taught to keep the seminar upbeat and interesting with an interactive approach that keeps the participants involved. Jack Manning will conduct the first half day of training. The remainder o...