A Great Day Out
A short but sweet exercise that works equally well in a F2F session or virtually. A simple way to start a course on managing expectations, understanding different perspectives or for exploring communication break down. DOWNLOAD NOW
The 7 C’s of Communication
A neat way of introducing some of the basics of clear communication. Includes an introduction to positive, negative and neutral language which always switched on light bulbs. DOWNLOAD NOW
Lost in Translation
A really simple exercise that examines how we all interpret phrases and instructions differently. A great exercise for an communication skills course, performance management, customer service or managing expectations. Works face-to-face and virtually. DOWNLOAD NOW
Internal Customer Service Koosh Ball Exercise
This is a fun, energetic, short yet powerful exercise that illustrates how internal processes affect the service the external customer receives. All you need is 6-8 koosh balls (or bean bags), some stickers and some space. Can also be used for more general team work and collaborative working themes. DOWNLOAD NOW
Overcome Objections
This session on overcoming objections focuses on handling the questions and concerns that customers have that makes them reluctant to buy. Objections are nothing to be worried about. They are a normal part of the sales process – people want to be sure that they are doing the right thing before they buy, so want…
Close The Sale
This session on closing the sale focuses on how you can influence the customer to make a buying decision. Many people are afraid of ‘closing the sale’ because they feel it is about forcing customers into something that they don’t want. This is not true – closing the sale is simply about prompting the customer…
Make Recommendations
This session on making recommendations focuses on the part of the sale where you advise the customer, and recommend or demonstrate products and services that you feel are best for them, based on what you have found about their wants, needs and preferences. Making recommendations is not about taking a customer down a pre-determined route;…
Qualify Customers
This session on qualifying customers focuses on one of the most important aspects of selling: understanding the customer. Many people hate having to sell to other people and indeed they hate being sold. This is usually because the salesperson tries to force the customer through a process without really considering the customer. Good sales people…
Handle Complaints
This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively. In particular, by the end of the Power Hour attendees will be able to: Describe why people complain, and what they want when they complain Use…
Customer Service
This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and introduces a model for delivering quality service every time…