Persona International

Basic Soft Skills Diploma

Core Soft Skills Competencies– A Persona International Course   This 5 days Course is designed to help people understand that they can choose how to perceive and respond to events around them, and that it’s in their control to change a negative outlook to one that’s positive. By establishing personal responsibility and accountability in the midst of change, individuals learn that passive resistance can be transformed into high-energy performance. Using small-group interaction, shared personal experiences, individual and group exercises, and facilitator-led discussion,   The Diploma is a remarkable process for self-discovery. It provides individuals with the knowledge and skills to: • increase self-awareness and affirm strengths • improve relationships • learn to transform negative attitudes • achieve new levels of performance • develop effective listening and • learn effective approaches to communication skills problem-solving • overcome self-imposed limitations

“Certified Call Centers Telesales Professional” Course

(Applying Inscape DiSC® Tools and Assessment Tools)

The First Specialized Tele-sales Certification using the Inscape DiSC® tools in the

Middle East

.

CERTIFIED Telesales Professional

Selling is a skill area in which you never stop learning. Virtually everybody in sales today sells over the phone at least part of the time, but is it time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. The telephone can supplement, enhance and sometimes replace other means of marketing and selling, and it can dramatically increase your sales success.

Organizations have always known that success depends on people communicating effectively, contributing not only to the bottom line but to a positive performance environment. Successful organizations also know that good communication is not just about speaking well. It's about the quality of the connection between the senders and the receivers of the message. The strongest influence on the quality and outcome of all communications is the ability to listen effectively. Only by listening effectively can you respond appropriately.

LEARN TO LISTEN AND RESPOND WITH PURPOSE

Listening is more than hearing. Listening is the ability to receive, attend to, interpret, and respond to verbal messages and other cues, like body language, in ways that are appropriate to the purpose. If the message is entertaining, our purpose is to enjoy, so we listen and respond in a relaxed manner. If the message is intended to persuade us, our purpose is judgment, so we listen and respond critically. It is estimated that people screen out or misunderstand the intended meaning or purpose of a message in over 70 percent of communications, making listening the biggest contributing factor to miscommunication.

By becoming a Persona International Certified Telesales Professional, you'll be able to:

·                 Get past the discomfort of cold calls by learning how to warm up your sales approach

·                 Develop a script to maximize your efficiency

·                 Develop a plan for making the call and following up in a timely fashion

·                 Learn what to say create interest, handle objections and close the sale

·                 Generate more leads and repeat business by using the telephone more effectively

·                 Enhance communication

·                 Reduce conflict

·                 Strengthen customer relationships

·                 Develop leaders

·                 Improve management effectiveness

·                 Boost productivity

SUSTAIN LEARNING BY USING A

WIDE

RANGE

OF DISC® REPORTS

You'll also be able to sustain your learning experience in your organization by utilizing a wide range of DiSC® products, including the following:

§                     DiSC® Classic 2. 0

§          Personal Listening Profile

§          DiSC® Talk! Action Planner. Increasing Effectiveness on the Telephone

§          Hartman Index Competency Index for Telesales Professionals

DiSC TALK! ACTION PLANNER

Use this action planner to help telephone professionals identify a person’s DiSC behavioral style while speaking with them on the phone. Then use the information to communicate more effectively, increase customer satisfaction, gain commitment, and learn the best way to follow up.

DiSC TALK! KEY TO DiSC DIMENSIONS OF BEHAVIOR

An easy-to-use reference card that leads telephone professionals quickly through the DiSC® process on the phone.

COMPREHENSIVE THREE DAYS (24 Hours) OF LEARNING

During the three days of learning you will be able to hone your communication skills, your ability to persuade, and your ability to personalize each sales call to the person and to each situation.

You will cover the following 16 Modules:

·         Module 1: Background and introduction to DiSC®

·         Module 2: Reading others: Communication and relations

·         Module 3: How to change your skills to change your income

·         Module 4: Pre-call planning

·         Module 5: The critical communication skills

·         Module 6: Dealing with phone tag

·         Module 7: Building trust and respect

·         Module 8: Script and call guidelines

·         Module 9: Developing a follow-up system

·         Module 10: Building your telephone skills

·         Module 11: Learning to persevere

·         Module 12: Defining Communication Barriers

·         Module 13: Identifying and Understanding your Natural Listening Approach

·         Module 14: The Five Listening Approaches

·         Module 15: Using the different Listening Approaches

·         Module 16: Improving your Listening Skills

Course Fees:

Please contact Persona International

This investment includes:

·         Certificate of Completion signed by Persona International.

·         Personalized Telesales Competencies Evaluation

·         Personalized DiSC® Classic 2. Profile

·         Personal Listening Profile

·         DiSC® Talk! Action Planner. Increasing Effectiveness on the Telephone (Pack of 10)

·         Specialized manual and course materials

·         Lunch and Two Coffee Brakes

EVERYTHING DiSC® SALES Solutions

Program Content: Six hours training modules for Sales Managers with PowerPoint, participant handouts, and video that support the 26-page Everything DiSC®Sales Profile. Program Description: Everything DiSC® Sales uses DiSC® to help salespeople communicate better and improve their sales relationships. Participants are introduced to the Everything DiSC Sales Map, which informs each step of the process.  Discover your DiSC style, priorities, strengths, and challenges  Recognize and understand your customers’ buying styles  Learn to navigate from you to your customers Program Overview: UNDERSTANDING YOUR DiSC® SALES STYLE Module 1 Goals:  Discover the Everything DiSC Sales Map  Identify the priorities of your sales style Module 2 Goals:  Practice what you’ve learned about your sales priorities  Reflect on how DiSC can improve your sales interactions RECOGNIZING AND UNDERSTANDING CUSTOMER BUYING STYLES Module 3 Goals: Learn a process for placing customers on the Everything DiSC® Sales Map Practice the customer-mapping process Module 4 Goals: Explore the priorities that drive each customer buying style Map the buying styles of your customers ADAPTING YOUR SALES STYLE TO YOUR CUSTOMER’S BUYING STYLE Module 5 Goals:  Explore how failing to adapt can interfere with the sales process  Discover how to adapt for better outcomes with customers Module 6 Goals:  Practice adapting to a specific customer  Develop a plan to improve sales interactions with this customer POST-TRAINING REINFORCEMENT EVERYTHING DISC®SALES CUSTOMER INTERACTION MAP  Practice customer-mapping techniques  Explore strategies for adapting to actual customers FEES Please contact Persona International

EVERYTHING DiSC® MANAGEMENT

EVERYTHING DiSC® MANAGEMENT Program Content: Six hours training modules for Leaders and Managers with PowerPoint, participant handouts, and video that support the 26-page Everything DiSC®Management Profile. Program Description: Everything DiSC Management helps managers  Develop their styles  Improve communication  Increase engagement Program Overview: UNDERSTANDING YOUR DiSC®MANAGEMENT STYLE Module 1 Goals:  Learn about the DiSC® model and how it informs the role of manager.  Discover your management style on the Everything DiSC Management Map.  Explore the priorities that drive your management style. Module 2 Goals:  Explore the influence your management style has on how you manage time, make decisions, and approach problems.  Discover how your style helps shape your day as a manager.  Learn a method for recognizing other people’s DiSC styles. DIRECTING AND DELEGATING Module 3 Goals:  Learn about your natural directing and delegating style.  Identify the directing and delegating needs of different people.  Write an action plan for improving how you direct and delegate to a person you manage. MOTIVATION Module 4 Goals:  Learn how you affect the motivation of others.  Recognize what different people find motivating and de-motivating.  Write an action plan for creating a more motivating environment for someone you manage DEVELOPING OTHERS Module 5 Goals:  Learn about your natural style of developing others.  Identify the development preferences of different people.  Write an action plan for developing a specific employee. WORKING WITH YOUR MANAGER Module 6 Goals:  Consider how your manager might see you.  Discover different approaches for getting buy-in from your manager.  Write an action plan for improving how you work with your manager FEES Please Contact Persona International