Business Etiquette

by on January 6, 2015 | Posted in Management

In today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need business etiquette, savvy and the ability to establish yourself in a credible manner. A lack of business etiquette at the wrong time can damage your career. If you are newly appointed to a management position, or if you interact with people you don’t know on a regular basis, this business etiquette workshop can help you succeed. If you want to enhance and polish your business ethics and image, or if you just want to avoid feeling uncomfortable in the corporate world, this etiquette workshop will allow you to take a quantum leap forward in skill, sophistication, and confidence. Gaining the extra edge in business etiquette has never mattered more than today.

This workshop in Business Etiquette is aimed at empowering business people with the knowledge and skills to conduct themselves in a professional manner amidst clients and colleagues in both the office and social settings.

This training program teaches all forms of business etiquette: dining etiquette, communication etiquette, telephone etiquette, meeting etiquette, tipping etiquette, travel etiquette, email etiquette, voicemail etiquette, business cocktail party etiquette, wardrobe etiquette, and more. It is specifically designed for groups who want to polish their skills and improve their professional image. Information is presented in a humorous and relaxed style that cuts to the heart of today’s etiquette concerns. Trainers use hands-on activities to reinforce learning points.

This workshop will teach participants:

  • The foundation of etiquette – respect for others
  • The elements of a good handshake
  • How to manage business cards
  • Tips on remembering names
  • Ways to make a good first impression
  • The basics of dining etiquette
  • How to communicate properly and politely
  • First impressions and the effect of personal hygiene
  • How to conduct effective meetings

Who should attend?

Public relations employees, hospitality staff and managers, flight attendants, Embassy staff

Day One

Introduction to Business Etiquette

  •  The ABC’s of Etiquette
  •  Understanding the Rules of Etiquette.
  •  Etiquette Lessons from History. The Basis of Etiquette Today.
  •  Developing a Culture of Excellence
  •  The Principles of Exceptional Work Behavior
  •  The Role of Good Manners in Business
  •  Enduring Words

Greeting and Introductions

  •  Guidelines for Receptionists
  •  Making Introductions and Greeting People
  •  Greeting Components
  •  The Protocol of Shaking Hands
  •  Introductions
  •  Introductory Scenarios
  •  Addressing Individuals

Day Two

Communication Etiquette

 Telephone Etiquette

  • Cell Phone Etiquette
  •  Telephone Etiquette
  •  Mastering the Telephone
  •  Answering the Telephone
  •  Active Listening
  •  Putting Callers on Hold
  •  Transferring a Call
  •  Screening Calls
  •  Taking a Message
  •  Voice Mail
  •  Closing the Call
  •  When Making Calls
  •  Handling Rude or Impatient Callers

Internet and Email Etiquette


  • Internet Usage in the Workplace
  •  E-mail Issues
  •  Netiquette
  •  Online Chat Issues
  •  Online Chat Guidelines

Day Three

Meeting and Board Room Protocol

  • Guidelines for Planning a Meeting
  •  Before the Meeting
  •  On the Day of the Meeting
  •  Guidelines for Attending a Meeting
  •  For the Chairperson
  •  For Attendees
  •  For Presenters

Business Attire and Professionalism

  •  Business Style and Professional Image
  •  Dress Codes
  •  Guidelines for Appropriate Business Attire
  •  Grooming for Success
  •  Multi-cultural Dressing

Entertaining Etiquette

  •  Planning a Meal Meeting
  •  Issuing Invitations
  •  Business Meals Basics
  •  Basics of Table Etiquette
  •  Holding & Resting Utensils
  •  Business Dining Etiquette
  •  Multi-cultural Highlights
  •  Specific Food Etiquette Guidelines


 Maintaining Business Relationships.

  •  Conflict Resolution.
  •  Office Romances
  •  Office Politics
  •  Personal Work Space.


  •  Multi-cultural Etiquette
  •  Examples of Cultural Insensitivity
  •  Cultural Differences and their Effects on
  •  Business Etiquette
  •  Cultural Highlights


Experiential Learning and Action Plan


Participants will present and action plan to demonstrate what they gained from this workshop


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Providing exceptional customer service lies at the heart of the mission of many organizations. Internal customer service is the service we provide fellow employees and other departments within our own organizations, as well as our suppliers and anyone else with whom we work to get our jobs done



  • Get closer to your internal customers and their needs
  • Build stronger relationships built on competence and trust
  • Market your department’s services more effectively
  • Manage client expectations and deliver results that add value
  • Play a larger, more strategic role in the organization


Learning Outcomes

By the end of this workshop delegates will be able to:

  • Be able to measure their own function’s degree of customer focus and be able to apply a variety of tactics to get closer to the customer
  • Recognize the power of approaching internal customers in the same way as external customers
  • Be able to apply strategic decision making tools to their own environment
  • Understand the steps in the internal consultancy cycle
  • Recognise the skills required to build effective relationships
  • Be able to plan and run an effective client meeting
  • Understand a variety of methods to solve client problems
  • Be able to develop an internal service level agreement
  • Understand, then have applied the principles of marketing to their own challenges
  • Recognise how to align their department’s plans with the organisation’s strategy and tactics
  • Understand a range of marketing tactics and how these can be applied to improve performance in any work environment


Who should attend?


All managers and staff





Course Content

Day 1

  • Defining Internal Customers- who are they?
  • Internal Customer Service- what it means
  • Development of Internal Customer service Programs
  • Quality Customer Service (QCS)
  • The importance of management support to internal customer service
  • The Changing Nature of Internal Service Department
  • Expectations of service departments
  • Changing the perception of the role of service departments
  • The real requirements of internal customers
  • How to understand the needs of the internal customer
  • Understanding your strengths and weaknesses as perceived by internal customers
  • Understanding Your Customers
  • Getting close to the customer
  • Understanding customer needs and expectations
  • Identifying and segmenting internal customer needs
  • How to conduct customer research


Day 2

Meeting Customer Needs and Expectations

  • Measuring customer satisfaction
  • How well do you do?
  • Talking to customers
  • Identifying the important gaps in delivery and expectation
  • Tools and Techniques for Gathering Customer Information
  • Surveys
  • Customer panels and focus groups
  • Stimulating customer response


Day 3

Establishing Winning Relationships

  • Motivating your internal customers
  • ‘Gaining entry’ with key decision-makers
  • Networking for mutual benefit
  • Building rapport and trust
  • Understanding real needs
  • Influencing and managing issues


The Internal Client Meeting

  • Planning and running an effective meeting
  • Getting the right information
  • Questioning and listening for best results
  • Reaching consensus on issues
  • Agreeing what can be done and when
  • Gaining commitment to joint responsibilities


Solving Internal Customer Problems

  • Analysing information collected
  • Problem-solving techniques
  • Brainstorming methods
  • Effective decision-making


Ensuring Your Department Strategy Matches The Organisation’s

  • Building a strategic and tactical plan
  • Using a strategic model to ensure alignment
  • Getting agreement from stakeholders
  • Gaining your team’s commitment and energy


Day 4

Case Studies and Exercises

  • Working on a number of case studies
  • A chance to build skills as well as awareness
  • Delegates will be able to raise their own issues and concerns
  • Tools and Techniques for Effective Internal Marketing
  • Developing a distinctive department brand
  • Clarifying and communicating the vision and values for your team
  • Managing perceptions and expectations
  • Establishing the customer promise


Getting Your Plan of Action Together

Working in small groups with tutor guidance, participants will start to prepare the broad outlines of a plan for developing internal relationships and marketing their department within their own organization

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This workshop builds awareness and skills in the areas of team dynamics, group problem solving, and group decision-making. The structural and behavioral dimensions of building and leading and effective team or task force are fully explored. Participants will develop insights into:


  • Selecting team members
  • Analysis of various team tasks
  • Formulating team objectives and achieving potentials
  • Planning, chartering, formative, developmental, and maintenance phases of the team “life cycle’
  • The critical difference between supervising and leading
  • How to help the team through predictable stages
  • Facilitation techniques to lead an effective team and create true “synergism”
  • Working collectively

Who Should Attend

This workshop is designed for supervisor-level personnel, team leaders, middle managers or executives who lead others with managerial responsibility. It will benefit all managers who require strong decision-making skills and the ability to motivate and lead other people.

Learning Objectives

By the end of this workshop you will

  • Understand the fundamental features for team building
  • Understand the importance of acting quickly
  • Distinguish the differences between individual work and team work
  • Establish strong/effective leadership
  • Be able to assess your own leadership style and team building skills
  • Develop an executive leadership style that adapts to different people
  • Be able to asses the personalities of your peers, superiors and subordinates for effective team building and team work
  • Be able to build a team that creates and motivates trust, sets a clear vision and guides your entire team toward greater performance and profit
  • Gain insights into the key skills and techniques you need to create a winning strategy through team work
  • Learn how to be a good coach and how to build an effective team that works together to deliver better results
  • Find the right balance of people who are prepared to work together for the team
  • Identify the characteristics of effective team members
  • Improve performance through empowerment and effective delegation
  • Build a cohesive unit that performs well in all situations
  • Draw on a Personal Development Plan for Further Development as a Leader

Day 1:

Module I : Challenges of 21st Century Teams

Module II: Team Roles, Team Dynamics and Leading Teams


  • Taking the Lead
  • Managerial Roles and Competencies
  • The New Work Place
  • Managing in Times of Changing People
  • The Team Concept
  • Matching Types of Team to Tasks
  • Characteristics of High Performing Teams
  • Formal and informal teams

Day 2:

Module III: Developing and Maintaining Trust in Teams

Module IV: Team Communication


  • Ten Steps to Group Consensus
  • Barriers to Team Building
  • Anxiety of Newly Formed Teams
  • How to Handle the Newly Formed Team
  • Analyze team roles
  • Self-Managed Teams
  • Situational Leadership
  • Building Teams
  • Enforcing Ground Rules

Day 3:

Module V: Creativity and Problem Solving in Teamwork

Module VII: Networks and Coalitions

Module VIII: Influencing Others


  • Problem Solving
  • Building Consensus
  • Conflict Resolution
  • Identifying Networks and forming Coalitions



Experiential Learning and Action Plan

Cases and Group Presentation


By the end of the action plan, you will be able to:


  • Demonstrate Teamwork Competencies in the workplace
  • Provide evidence of achievement in translating training concepts into your company’s reality
  • Describe the challenges of creating change in your organization
  • Identify the next steps to move the organization and yourself forward
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Valuable Tips to manage your Valuable Asset


A brand is a distinguishing name and/or symbol intended to identify the goods or services of either one seller or a group of sellers, and to differentiate these from those of competitors. Accordingly, a brand is able to establish a company’s competitive advantage. Brand strategists aspire to create and maintain a set of associations representing what the brand stands for. Therefore, brand identity helps in establishing a relationship between the brand and the customer by promising to deliver both functional and emotional benefits. If such a relationship is successfully built and maintained, it can guarantee a loyal customer base and a steady flow of profit.

In the second half of the 1980s, a heightened interest could be observed in the marketing and management of brands. This increase in attention can mainly be attributed to the fact that brands positively valued by consumers are of an enormous value to companies. The goal of this seminar is not only to give insight into what a successful brand can mean for your company, but also to give your managers a better feeling of how to develop, manage and protect brands adequately.



This seminar will allow participants to gain insight into the following:

  • The importance of brands, brand management, relationships customers, functional and emotional perception of brands
  • Leveraging the brand (several methods) in order to gain profitability
  • Management of brand portfolios
  • Perceiving and managing the brand as an asset, measuring its value, and the return on investment generated.



People whose responsibilities include: management of markets/products/brands and product lines, communication managers, new product development, distribution and sales, pricing, customer support, strategic planning, and corporate/financial operations.


DAY 1: Fundamentals of Branding 

  • Definition of brands: Brand mission, vision and core values
  • Worldwide Brands: failure and success stories
  • Internal brandings: Brand ambassador-role of the staff
  • Perceiving and managing your brand as an asset
  • Brand leveraging as a way to build up durable strategic advantage
  • Integrating the branding process into the overall marketing strategy
    • Market segmentation and differentiation
    • Brand positioning, image and identity
    • Possible advantages of a brand strategy


DAY 2: Contributions towards building brand equity

  • Brand awareness
  • Branding ingredients
  • Building brand equity through a promise to fulfill desired benefits: Linking customer value creation and brand positioning to business processes
  • Building, maintaining and enhancing brand loyalty amongst your clientele
  • Applying advertising as an aid in creating brand image and positioning
  • Maturing brands: Revolution and relevance-keeping your brand healthy with time


DAY 3: Leveraging and Managing Brand Equity and Brand Portfolios

  • Managing brands in competitive market environments
  • Pricing decisions and strategies: trade deals, discounts, promotions, competitive pricing and margin requirements
  • Leveraging the brand value model and brand performance
  • Role of brands in managing trade partners and competitors
  • Growing brand value through:
    • Line extensions and brand extension decisions
    • Co-branding
    • Ingredient branding
    • Creating range brands
  • Brand portfolio strategy


DAY 4: Measurement – Accountability and Return on Investment 

  • The value of a brand
  • Quantitative and qualitative measures
  • Adapting the measures to a brand’s context
  • Measuring return on leadership brands



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This workshop is designed to introduce the concepts and practices of Sales Management and selling skills, including skills and knowledge required in today’s business challenges. This workshop follows a practical approach, as the participants are required to apply the theoretical concepts in case studies and actual settings. It prepares you to think and deal with full range of situations and to arrive at effective and ethical solutions.



This workshop focuses on the changes taking place in today’s dynamic markets.  The objectives include:

  • Learning how to manage the changing Sales World
  • Learning how Resources are managed
  • Learning how Sales Accounts are managed in a Competitive World
  • Understanding the links between Organizational Tactics and Sales
  • Understanding the relationship between Corporate Strategy and Sales



Sales teams at all levels




Day one:


The Sales Environment

Global Environment

Personal Selling

Sales Managers and Leadership


Day two:


Organizational Buying/Purchasing

Sales Organization

Salesforce Deployment

Selecting and Recruiting the Salesforce


Day three:


Training the Salesforce

Motivating the Salesforce

Compensating the Salesforce

Evaluating the Salesforce

Forecasting and Quotas

Sales Strategy

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In this workshop you will learn the Management Skills every manager must have in order to achieve team synergy and success. Beginning with a self-assessment tool for new managers, you’ll participate in exercises that pinpoint your strengths and bring to light opportunities for improvement. Interactive activities take you through the paces of motivation, delegation, communication, performance management and coaching.

First, you will learn the different Management function: Planning, Organizing, Leading, and Controlling. Second, you will learn how to identify and adjust your management style, create a motivating workplace for you and your colleagues and employees, and use coaching as a tool to improve performance and job satisfaction. In addition, you will learn how to communicate more effectively up, down and across the organization.

Who Should Attend?

Managers with one to three years of management experience, team leaders, directors, project managers, supervisors and staff in all industries.

Learning Objectives:

At the end of this workshop you will:

  • Understand the Basic Management Functions
  • Understand the Basic Managerial Roles
  • Clearly Articulate Your Role and Responsibilities as Manager
  • Effectively Manage the Performance of Your department/ division
  • Capitalize on Your Employees’ Natural Motivators for Success
  • Determine the Best Ways to Communicate throughout Your Organization
  • Learn and Apply the Principles of Situational Leadership
  • Identify the Benefits and Procedures of Effective Delegation
  • Uncover Your Strengths as a Coach

Day One:

  • Schools of Management Thoughts
  • Difference between Management and Leadership
  • Management Functions
  • Managerial Roles
  • Planning and Strategic Planning
  • Setting Goals and Objectives
  • Organizing and Organizational Behavior


Day Two:

  • Effective Communication
  • Determine the Best Application of the Different Modes of Communication
  • Identify the Tools and Skills Necessary for Effective Communications
  • Learn the Best Ways to Communicate Your Organizational Goals
  • Time Management
  • Delegation for Growth and Development
  • Explore the Importance of Delegation as a Key Performance-Management Skill
  • Identify the Benefits of Delegating
  • Assess Your Own Comfort with Delegating
  • Learn the Steps to Take for Delegation Success
  • Practice Making Delegation Assignments
  • Run Effective Meetings

Day Three:

  • Performance Appraisal
  • Performance Management
  • Know Your Responsibilities in Managing Others’ Performances
  • Understand the Performance-Management Process
  • Set Expectations That Will Achieve Results

Day Four:

  • Strategic Management
  •  Moving Forward with Your Own Situations- Experiential Learning and Action Plan
    • Apply the Tools and Techniques Learned in This Seminar to the Challenges in Your Work Setting
    • Prioritize Actions That You Will Take When You Return to Work
    • Identify the Competencies on Which You Will Focus for Your Personal Development as a Manager
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Performance Management: Introduction to the Balanced Scorecard


A 3-day course in performance management skills necessary for implementing and evaluating strategies.

Learning Objectives


BSC analyzes an organization’s overall performance by examining performance in four areas:


  • Financial analysis (example: assess operating costs; return on investment)
  • Customer analysis (example: assess customer satisfaction)
  • Internal business process analysis (example: assess production and innovation)
  • Learning and growth analysis thus measuring management effectiveness (example: measuring employees’ satisfaction and information system performance)



Participants in the course will learn:

  • To help companies face internal and external threats (example; increased competition, demanding customers) by quickly recognizing and resolving potential problems.
  • To expedite more informed decisions.
  • To monitor the organization’s efforts to improve and learn
  • To select and use the right Key performance Indicators
  • To identify and implement the appropriate solutions (initiatives)


Detailed Course Outline


Day 1


  • Introduction, Agenda and Logistics
  • Strategic Planning in Various Industries

Strategic Thinking

Tools for Strategic Thinking

Executive Thinking in Transition

Corporate Performance Paradigms for the 21st Century


  • Five Principles of a Strategy Focused Organization

Principles of a “Strategy- Focused Organization”

Why is the Execution of Strategy So Important?

Barriers to Strategic Implementation

Strategic Management Process and the BSC

Day 2


  • Overview of the Balanced Scorecard Methodology
    • Factors Shaping Creative Strategy Options
    • What is the Balanced Scorecard?
    • Elements of the Balanced Scorecard
      1. Vision
      2. Themes
      3. Perspectives
      4. Objectives
      5. Measures
      6. Targets
      7. Initiatives


  • Balanced Scorecard Strategic Perspectives
  • Defining the Cause-Effect Relationships of the Strategy

BSC Hall of Fame


  • Case Study


Day 3:


  • Guidelines for Building a Balanced Scorecard
  • Before You Start
  • The Big Picture
  • Develop Strategic Themes
  • BSC SWOT Analysis
  • Strategic Objectives for Perspectives
  • Key Performance Indicators
  • BSC Performance Owner
  • BSC Coordinator
  • BSC Measure Leader


  • Case Study: Implementing an Institutional BSC


  • Barriers and Challenges

Barriers to Strategy Execution

  • The People barrier
  • The Vision barrier
  • The Management Barrier
  • The resource Barrier
  • Dealing With Change


  • Case Study: The BSC of AUBMC
  • Implementing a Work Unit BSC
  • Roll-out Plan

Close of Day/ Discussion

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This workshop on Advanced Supervisory Skills covers Planning, Organizing, Staffing, and Controlling , Stimulating Individual and Group Performance , Coping with Workplace Dynamics , Motivating Your Employees , Providing Effective Leadership , Communicating Effectively , Supervising Groups and Work Teams , Appraising Employee Performance , Handling Conflict, Employee Discipline, Politics, and Negotiations , Dealing with Change and Innovation , The Supervisor’s Role in Labor Relations .


This workshop aims at specifying and improving the knowledge, principles and methods of work as well as implementing effective directions required for a managerial supervision. In addition, know-how and managerial skills are to be emphasized to achieve a successful supervision.


This workshop includes 12 subjects; each of them is to be discussed in a separate session. The content of the workshop consists of the following:

  1. The supervisor’s role re-visited
  2. Improving communication skills
  3. Staff development and coaching
  4. Managerial leadership
  5. Decision making
  6. Effective delegation
  7. Management of individuals
  8. Management of teams and leading effective teams
  9. Management of meetings
  10. Strategic thinking
  11. Change management
  12. Distinguishable achievements
  13. Reducing the pressures of work
  14. Exercises and cases
  15. Summary and action planning


The workshop schedule:


Day 1


Session 1                  Managerial Leadership

The supervisor’s role re-visited

Improving communication skills

Staff development and coaching



Session 2                  Decision making




Session 3                  Effective delegation



Day 2:


Session 4                  Management of individuals                      




Session 5                  Management of teams and leading effective teams




Session 6                  Management of meetings



Day 3:


Session 7                  Strategic thinking                




Session 8                  Change management

Reducing the pressures of work


Session 9                  Distinguishable achievements


                        Session 10                Experiential learning and Action Plan

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Employee selection, interviewing and recruitment are the most important issues in business. Making the wrong hiring decision means throwing away a substantial investment of time and money on recruitment, training and benefits. Study after study has shown that poor employee selection is a costly mistake.

This course will take you step-by-step through the employee selection process, from recruitment through hiring, with actionable advice for improving your interviewing skills and more. Under the careful monitoring of your seminar leader you will practice until you gain the confidence and skills you need.

Learning Objectives

  • Attract Talent through Innovative Recruitment Sources
  • Learn How to Effectively Use Telephone Screening and Other Methods to Filter Out the Wrong Applicants
  • Practice Interviewing Techniques to Refine and Develop Your Skills as an Interviewer—Including How to Open and Close the Meeting
  • Understand How to Ask the Right Questions to Find Out the Information You Need to Know
  • Avoid Interview “Traps”—EEO and Affirmative Action Considerations

Who Should Attend

Professionals with two years or less of experience in hiring, including HR assistants, employment managers, HR specialists and non-practitioners involved in the hiring process

How You Will Benefit

  • Improve your overall employee selection approach
  • Attract talent through innovative employee recruitment sources
  • Learn how to effectively use telephone screening and other methods to filter out the wrong applicants
  • Practice interviewing techniques to refine and develop your skills as an interviewer—including how to open and close the meeting
  • Understand how to ask the right questions to find out the information you need to know
  • Avoid interview “traps”—EEO and affirmative action

Day 1

Recruitment Challenges

  • Workplace diversity and affirmative action
  • The increasing number of contingent workers
  • Alternative work arrangements

    Recruitment Sources

  • The five primary pre-recruitment considerations
  • Discover benefits and drawbacks for different recruiting sources
  • Strategies to attract special interest groups: new graduates, star performers, homegrown talent, retirees, seasonal employees, part-timers

    Electronic Recruiting

  • Strengths and weaknesses of Internet recruiting
  • Reviewing cyberspace resumes
  • Website considerations
  • Online recruiting guidelines
  • Global Internet recruitment

Day 2

Interview Preparation

  • Reviewing job specifications
  • Preparing job descriptions
  • Reviewing applications and resumes
  • Screening applicants by phone
  • Preparing the proper interviewing environment
  • Planning basic questions
  • How to get the most out of a completed application or résumé and identify “red flags”
  • Set the stage for the interview
  • Prepare interview questions in advance
  • The ABCs of federal employment law: ask legally defensible questions, avoid discrimination charges
  • Components of a behavior-based interview
  • How to balance talk with listening
  • Establish rapport with your applicant
  • Word questions to get applicants to open up and reveal their positive and negative work characteristics
  • Evaluate verbal and nonverbal responses
  • Determine which applicant represents the best fit for the job, the department and the organization

Legal Considerations

  • What you can and can’t ask
  • Understanding federal legislation
  • Record-keeping requirements
  • What to do if you are charged with discrimination
  • Pre-employment questions

    Employment Interview Questioning Techniques

  • The five effective questioning techniques
  • Apply each technique at the proper stage of the interview

    Conducting the Interview

  • Establishing the format
  • Practicing active listening
  • Encouraging applicants to talk
  • Providing information at the proper times
  • When and how to close the interview
  • Team interviewing
  • Interviewing less-than-ideal applicants

    Documenting the Interview

  • What to include and what to avoid
  • Effective and ineffective documentation

Day 3

Making the Selection

  • Everything you need to know about all varieties of testing
  • Who uses testing and who doesn’t?
  • Legal implications
  • Reference checking—how to learn information when other companies won’t reveal anything
  • Final selection considerations

Day 4

Action Plan- Role playing and exercises



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To Increase communication and sales skills of relevant sales personnel to achieve higher sales volumes in a more time and cost effective manner.

Who Should Attend

Sales People, Account Managers, District Managers, Sector Managers.

Workshop Topics

  • Attributes of a Great Sales Person
  • Positive thinking – Being Positive at Work
  • Customer Contact in the Telecom Sector
  • Advantages of Selling over the Phone
  • The Sales Equation
  • Why do people buy and not buy
  • Successful Customer Contact
  • Preparing Customer Contact
  • Preparing Yourself
  • Contacting the Customer
  • After Sales Contacts
  • Preparing sales pitch
  • Mastering Influencing Techniques
  • Customer Types
  • Successful Customer Contact
  • Strategic Listening
  • Overcoming Objections
  • Obstacles faced in Customer Contact
  • Buying Signs
  • Closing the Sale
  • Relationship Management – Lobbying Plan
  • Relationship Building Tools


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