Our Training Programs are now available from Eagle Learning Center in a computer-based format. This new computer-based format is flexible, providing sales executives with a “just-in-time,” affordable way to train individuals AND a way to reinforce selling skills previously learned in classroom formats.
Creating a Customer Focused Culture ORDER
Participants in this Eagle Learning Center course learn the set of values that builds a culture focused on the customer. It helps everyone to take responsibility for marketing the organization by forming a culture where the customer is everyone’s prime focus. Participants look at how employee perceptions of the level of communication and job satisfaction in their organizations determine how well the customer is treated. Some highlights of the course are:
The role of personal choice in customer focus
- Becoming an eagle or acting like a duck—the difference between high performers and low performers.
- Your manager’s direct impact on your performance: what is fact, what is fiction?
Your responsibility to the organization with regards customer focus
- The limitations of management for your performance.
- The correlation between communications, job satisfaction and engagement.
- The power of shared values in the work unit.
The seven values that result in high customer focus—
The P-U-R-P-O-S-E acronym
- P-urpose—the alignment of personal and professional purpose
- U-nlimited Thinking—relearning innate creativity skills
- R-esponsibility—having totally accountability for you own performance and living the organizational and work unit visions
- P-ersonal Trust—establishing trust between everyone in the work unit which transforms into customers having trust in you.
- O-thers Served—establishing total mutual support.
- S-elf-esteem—assuring high self esteem in every member of the team
- E-rrorless—becoming errorless by learning from mistakes.
Selling With Style : Skills for Sales Professionals ORDER
When top performing salespeople are asked, “Where did you learn how to sell?” the most common answer is, “In the streets, working with customers.”
To utilize those “street smarts” and become consistent high performers (become consciously competent), salespeople must develop key skills and insights in three (3) areas of their sales interactions:
- Using different interpersonal strategies with different people based on the different communication styles of their prospects and customers.
- Managing prospects through a buying process vs. a selling process.
- Becoming effective tension managers—both their own tension and the tension of their prospects and customers.
Selling with Style Online Training Program consists of nine (9) computer-based modules, each module containing approximately 30 minutes of challenging content (active visuals plus audio by renowned sales training expert, Bill Murray):
- The Sales Process—Learn to Learn, Defining Relating, Discovery, Presenting, Closing
Definition of Communication Styles
Recognition of Communication Styles
Relating Process: Building Trust and Credibility with Styles
Discovery Process: Questioning and Listening with Styles
Presenting Process: Planning Strategy, Buying Motivations Based on Styles, Buying Types, Buying Roles, Financial Justification, Offer-Advantage-Benefit
- Closing Process—Part 1: Styles Under Tension, Defensive Style
- Closing Process—Part 2: Being Calm and Confident
- Closing Process—Part 3: Handling Objections and Put-Offs: Getting Commitment Based on Styles, the Self-Affirming Beliefs to Replace Four Self-Defeating Fears
Emotional Mastery: Maximizing Personal and Professional Power ORDER
Most of us find ourselves working in “new” conditions, whether we are salespeople in a depressed economy or industry, or managers facing a changing organization, or customer service people dealing with a changing client base, or even being on a staff facing possible lay-offs. The change and uncertainty that characterizes our current business world affects us all. As a result, stress in the form of fear and frustration is a common occurrence of our daily routine. The latest studies have shown that over 56% of performance problems are due to emotional reasons or attitude. In addition, stress is the number one factor contributing to poor health and family problems. Also, and not surprisingly, enjoyment of the job decreases as stress levels increase. All of these conditions, changes and surprises have created workplace conditions that Eagle Learning Center calls the Anxiety Factor. Attitude and positive emotions promote successful handling of life’s problems and challenges. Contrary to popular belief, attitude is learned. Often, this set of skills is known as emotional intelligence (EQ) and is actually a different measure than (IQ) Intelligence Quotient. In their personal or professional lives, people who are free of drugs, have healthy brains and are able to view failure, mistakes, rejection and pain as mere “inconveniences” perform substantially higher than those who do not have these mindsets.
Maximizing Personal and Professional Power consists of four (4) computer-based modules, each module containing approximately 30 minutes of challenging content (active visuals plus audio by renowned training expert, Bill Murray):
- The Causes of Tension
Self-Defeating Beliefs and Feelings
Dealing with Worry and Anger
The Duckbusters: Living and Working on Purpose
Delivering Eagle Service: Skills for CSR Professionals ORDER
Top performing Customer Service Reps help the customer soar rather than quack at them like ducks! They treat the customer in highly valued ways. Delivering Eagle Service provides CSR’s with the process and the skills: The Seven Steps
- Understanding and discovering yours and others’ Communication Style
Managing your own tension about the situation
Helping the customer calm down or get comfortable with you
Uncovering and understanding their needs and problems
Suggesting solutions, offering help for their problems or providing
the information they need
Getting their agreement
- Offering further help—demonstrating a Value-Added mindset
Delivering Eagle Service consists of five (5) (Optional No. 6 available) computer-based modules, each module containing approximately 30 minutes of challenging content (active visuals plus audio by renowned training expert, Bill Murray):
- The Process—7 Steps, Being an Eagle and Definition of Communication Styles
Recognition of Communication Styles
Managing Your Tension Part 1
Managing You Tension Part 2
The Final Steps
(Optional) Dealing with Worry and The Duckbusters
Communicating with Style: Managing Productive Relationships ORDER
Communicating with, working with, supervising or managing people of differing Communication Styles can be a real challenge without a knowledge of the skills to deal with them. Learning to recognize Communication Styles and anticipating their needs helps us have more impact with others more of the time. A successful person is not one who simply attempts to communicate, but one who is believed and thus heard. Hearing people, understanding people, selling yourself and your ideas and thereby uniting people are the results of understanding Communication Style. It is a real advantage for a professional to know how to persuade others. Attitude and positive emotions also promote successful handling of life’s problems and challenges. Contrary to popular belief, attitude is learned. Often, this set of skills is known as emotional intelligence (EQ) and is actually a different measure than (IQ) Intelligence Quotient. What effects EQ are self-defeating beliefs. Knowing your own Communication Style helps you to discover which self-defeating beliefs you are prone to, and how to learn to change negative emotions into positive, thus improving your ability to communicate.
Communicating with Style consists of seven (7) computer-based modules, each module containing approximately 30 minutes of challenging content (active visuals plus audio by renowned training expert, Bill Murray):
- The Definition of Communication Style
Recognition of Communication Style
Building Trust with Communication Styles
The Causes of Tension
Being Calm and Confident
Communication and Conflict Resolution Skills