Specialists in sales, management and customer service training throughout Ireland.

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Train the TrainerWe understand that teaching adults is not the easiest thing in the world, many are set in their ways and do not believe their techniques require improvement. On our training courses we provide delegates with techniques in how to combat this issue. We provide below 5 tips that will provide solutions to your coaching methods;

1). Make the training course formal

By formal we don’t mean boring; rather, it means you want to present the training as an important event. Send invitations (either paper or electronic) specifying when and where the training will take place, what topics will be covered, the benefits of the training, and what (if anything) the trainee needs to bring. You don’t necessarily need to refer to it as formal training with the trainees, but you should specify that it is mandatory rather than optional. The problem with an optional training course is that it is usually the people who need it most that decide to opt out!

2). Control the environment

You will want the trainees to show you respect and courtesy during the training sessions. To help them, request that they leave mobile phones on meeting mode. These distractions will help the efficiency of the training session. Prior to the course, provide the delegates with a timeline that identifies designated breaks. This way the delegates can plan bathroom, phone, and lunch breaks and avoid the distraction of people constantly walking in and out of the training course.

3). Make the training course relevant

Delegates are primarily interested in training that affects their role and responsibilities. You may be tempted to cover as many different topics as possible during the training course, but it is better to prioritise topics and focus on the relevant few. If they are presented with too much information, they will not be able to digest it all. This means, that you could have    several different training courses covering different topics. Provide training materials with exercises that the delegates can practice on their own.

4). Provide real-world application

Delegates need the skills that match exactly with the types of issues and problems they face during their workday. No one wants to listen to a trainer lecture for hours, so training based on concept alone will not be successful.

5). Make the training course interactive

As you probably know, adult students can get bored easily, so encourage them to participate through action learning. This not only keeps their interest, but it can help them get to know the other trainees. Practice exercises, role plays, group discussions and games are all excellent interactive opportunities. The real tip for success in training courses is the less you do the more they will learn.

For more training techniques see www.premiertraining.ie

On a recent sales training course we discussed why so many of us salespeople do not cross sell or up sell. How can we learn to develop sales techniques that will improve our prospects of increasing sales?

We believe that the main difficulty faced by so many sales people is that they sell the product as opposed to selling to the needs and wants of the client. We find from speaking to many sales agents on various Selling Skills Courses that most salespeople who product sell have made up their mind before even speaking to the prospect about what they are going to sell- thereby having no regard to the customers actual requirement…

The problem with this approach is that we end up trying to sell products to customers who may not have a need for the product and we often don’t even discuss other products that may be required by the customer. We need to improve this process and produce products to customers based on their actual need.

Product selling reminds me of fishing with a fishing rod, you may be lucky and you may catch one fish on the end of the rod, however, if you fish with a net you may catch numerous different types of fish.

An effective technique we use on our training courses as we believe it simply delivers results is when selling remember to use the acronym ALLA which means:

Ask relevant questions

Listen to the answer

Learn from the answer

Act accordingly

When I first started in sales many years ago I was in the Life Assurance Industry and my goal was always that when I was in front of the prospect I would establish what they needed and then sell the relevant products. As well as this I would try and ensure that on an ongoing basis I would try and establish what other products could be needed.

When selling Life Assurance there would always be other products such as Pensions, Illness Protection, Business Insurance, Education Planning, etc- as with all businesses there is potential to digress from one product to cross sell and upsell.

True, effective salespeople have learnt that it is important to try and establish the needs for the full product range as opposed to leaving products on the table for your competitor to pick up. They provide solutions to their clients.

Nowadays with the internet people are so used to buying add on products, if you go to Amazon.com they will always have a pop up box that says ‘people who bought this also bought this’.

Probably the first masters of add on products in my lifetime was the burger bars, years ago Burgerland and other burger bars did not sell meals as such. People used to just go in and get a cheeseburger and chips, but automatically the member would say ‘what drink would you like with that ?’ even though the drink was an add on cost, most people automatically responded by saying Coke. It becomes second nature…if you know how.

By keeping up to date with sales techniques your sales process will improve along with your add on sales!

So, to summise- when you are out selling, sell the full range of products you offer- if you do not you are leaving easy sales on the table for the next salesperson to pick up.

Recruitment Interviewing

Recruitment Interviewing

There is one common trait that many businesses share and that is a high turnover rate. This ongoing challenge makes it difficult for leaders to build a high performing department.

But, with the right Recruitment Interviewing Skills training and the right people in place, the business can thrive towards success!

Depending on your companies hiring practices, you may or may not be directly involved with the interviewing process and interview skills training. However, it is in your best interest to be fully aware of the process, as well as the employment patterns of your staff or the staff you are recruiting by having the appropriate interview skills.

For the purpose of clarity and understanding we are relating this article to the Recruitment and Interviewing of CSR (Customer Service Representatives) for a Call Centre environment.

 3 Reasons for High Turnover Rates

If your call centre has a high turnover rate, you may be struggling with the reason why. Here are three of the most common reasons:

1. CSRs view their job as a temporary job

The reality is some CSRs are actually still looking for other jobs while they are employed as a CSR.

2.  There is a lack of adequate training for the new CSR

Starting a new job is intimidating enough, but when there is little or no training regarding customer care and telephone skills training, the CSR could feel as if he/she will never really learn the ropes. As a result, the CSR gets frustrated and will either stay with the job unmotivated, or will look for another job.

 3. The CSR wasn’t right for the job in the first place

If the Interviewer was not proficient in interviewing or lacked formal Recruitment Interviewing Training, it is likely that he/she could have recruited a square peg for a round hole in the Recruitment Interview Process.

As a business leader, it doesn’t matter how desperate you are to fill a CSR position, you should not hire a person who you do not believe has the potential to do a great job. In the long run, it is better to have an empty chair and search for the ideal CSR, than to try to fill that chair with a less-than-adequate CSR.

Don’t worry, if you are patient and have the correct Interviewing Skills Training, you will discover how to Interview effectively, and you will find the ideal CSR!

There are excellent CSRs with good communication and problem solving skills just waiting to be recruited but you must have the Recruitment Interviewing Skills to be able to establish the core competencies you need for the role you are trying to fill and if the candidate does not match your competencies –forget it. Always remember Recruitment Interviewing is more than a gut feeling!

For Recruitment Interviewing techniques see www.premiertraining.ie

successOften on sales training courses the trainer of the course will focus on the steps of the sale, the sales process, establishing the needs of the client, selling the benefits, closing the sale and managing objections etc.

Far be it for me to say that these are not important…they are. Just as important as all of these areas are YOU and YOUR beliefs in what you are doing or what you are trying to do. Attitude and belief is vital to any individual or companies success.

I recall a few years ago when I was managing an underage football team, we had played extremely well during the year and consistently achieved results, which if I am honest about exceeded our expectations. In fact we had done so well that at the end of the year we found ourselves playing in the final of a major under age trophy. The final was to be held in the main county ground where the younger boys heroes would play each week, so we were ecstatic…until all of a sudden we got a call to tell us who the opposition were.

From that moment on we were beginning to lose the cup and all that we had worked hard for during the year was beginning to evaporate before our very eyes. The problem was that of belief, no matter what we did to try and convince our team that we had got there on merit and had every chance of success on the day, the team did not believe this. It is true to say the opposition had been champions for the past number of seasons and had beaten us in a league game earlier in the year, but we still felt on the day that we could beat them if we worked on tactics and a plan of action.

Unfortunately all the plans of action in the world and all the tactics did not matter- as we could not get the team to believe. It reminds me of the old saying ‘whether you think you can or whether you think you can’t, you’re right” You are probably wondering did we win the game, the answer is no we didn’t, we were beaten before we even got to the game.

Selling is no different you must have belief. On a recent sales training course the trainer spoke of 5 key areas for belief;

  1. You must believe that you have as good a chance as any of your competitors in your market place. Someone once said to me on a training course ‘While we are sitting here on this course the likelihood is someone somewhere is buying a product you sell from someone and this is not just happening today but happening everyday. The question I am asking is why should they not buy it from you?‘ We must believe we have as good a chance as our competitors
  1. You must believe in what you are selling, this is vital for all salespeople. I don’t know how but somehow if you do not believe in the product you are selling your prospect will sense this. Does it have to be the best product on the market, No. Does it have to be the cheapest product on the market, No. It has to be a product you believe in and can show conviction when you are selling it.
  1. You must believe in having an honest and open approach. Again if you are sitting across from a prospect you need to be honest and tell them what the product can do and will do but also be honest about questions that the prospect may raise, don’t tell lies. As per number 3 if you tell lies your prospect can generally tell. I was involved in the sales of Life Assurance for over 20 years and I had one rule that I lived by all my life and that was to not tell lies to the prospect about investment returns or what it covered or did not cover. I remember in my very early days making the decision that if I saw a client coming down the street I would never want to hide because I gave them bad advice. Always give the correct advice as best as you can and do not exaggerate or tell lies about a product offering.
  1. Belief in your company, this is vital for you to get up every morning and have to go and talk to prospects either face to face or on the telephone -you must have a belief in the company you represent. I know from time to time in your career the company may make decisions you disagree with but that happens everywhere, I also know you may hear of this person joining another company because it is better and again this may be true. My advice to you is when you are representing your company you must have belief in it.
  1. Last but not least you must have self-belief. We all know that no matter how good you are at selling and sales, we will never sell to every prospect we meet, however self belief is vitally important. Without self-belief you may fall at the first hurdle and never get up again and in sales you will from time to time fall. As the saying goes ‘failure is not being down, it’s staying down‘ and rejection in sales is part of the process. You will need belief in your own ability to get up dust yourself down and ask the next prospect.

I suppose we now revert back to the very first paragraph because what gives us self-belief is confidence and what gives us confidence is knowledge. Then we ask the question well what knowledge do we need?

This is where we go back to paragraph 1 as effective sales training can offer you the knowledge and skill sets needed for every step in the sales process

1.How you introduce yourself, your company and your reason for contacting

2. How you build rapport

3. How you can take control of the conversation and ask relevant questions

4.How you can change from a non business conversation into the real reason for calling and business led conversations

5. How you can use the various skills of questioning to establish if your prospect has a need for your product/s

6. How you can listen effectively to your prospects answers to your questions

7. How you can paint pictures in your clients mind so they will have a desire or want for your product or how you can paint pictures to show them the fear of not having your product

8. How you can confirm their needs and move to the next stage of the sale

9. How you can present the products or solutions matching the benefits to the clients needs

10. How you can manage customer objections and price objections etc

11. How you can close the sale effectively

12. How you can consolidate the sale

The list is endless, there are numerous areas of knowledge that can be taught on sales training courses and all of these areas added together will give you the knowledge you need to have belief in your own ability.

Add that to belief in your company, belief in your product and belief in being honest and open with your customer plus your right to be there and belief to have as good a chance as your competitors at winning the business.

Finally the word that springs to mind is conviction if you cannot show conviction your prospects will not purchase.

For further tips and techniques on sales please see http://www.premiertraining.ie






In every sale it is important to recognise the point at which you have convinced the customer to order, in sales training we go through these plus many more in detail but for ease of reference we list below 10 indications;

1). The customer agrees with your argument or reasoning by giving replies, gesturing and nodding

2). They ask questions about the use of the product- indicating an interest in the product

3). They enquire about different models in the range- they are therefore deciding which product will suit them best

4). They ask about the order process-deliver times, payment etc

5). They want to clear up any uncertainties by asking questions about points which have already been discussed

6). They keep inspecting the product-they want to own it!

7). The customer becomes absorbed in intense thought- they start to think about themselves and not look at the product

8). The customer exchanges questioning glances with their companion-“shall we go for it?”

9). The customer gets fidgety- they begin to get nervous

10). Having been quiet for some time, the customer now becomes talkative. They are ready to commit.

For further tips and techniques on sales training see www.premiertraining.ie


The benefits of staff training are endless, however it is important to get it right. It amazes us that time and time again we meet with HR managers, business owners and individuals and when asked what they would like to achieve out of the training they don’t know.

It is surprising that people do not have clear goals when deciding on a training provider. How do you know if the training has been effective if you didn’t know what you wanted out of it in the first place?

When considering running a training course it is important to consider the “5 Ws” of questions. Without seriously going through these 5 Ws most training courses will lack focus.

We list below some questions that should be answered when seeking a suitable training provider;

1. Why?

  • WHY do we want to do this training course?
  • WHY will this training course benefit the delegates?
  • WHY is running a training course the best way to achieve what we want to achieve?

2. What?

  • WHAT will the delegates do different after the training course?
  • WHAT intellectual level should the training course be pitched at?
  • WHAT can we realistically achieve from the training course in the proposed timescale?
  • WHAT will the expectations of the group be from the training course?

3. Who?

  • Who should undertake this training?
  • Who will cover for the delegates whilst they are on the training course?
  • Who will evaluate the training course to ensure the transfer of learning took place?

4. When?

  • When can we realistically expect to hold the training course?
  • When will the delegates get the most out of the training?
  • When, if appropriate, should we consider a follow up training course?
  • When can we schedule a feedback session with the trainer?

5. Where?

  • Where will the training be held?

So for anyone who is considering holding a training course, please ensure you remember the “5 Ws” before you splurge your budget on a training course that does not deliver what you want. Be extremely clear in what you want the training course to achieve.

For further information on various training courses see www.premiertraining.ie

Managing your time in an effective manner reaps the rewards in every aspect of your daily life-your job role, business, personal life and health.

In order to achieve success it is essential to learn how to manage your time.

Time management training is a must for those who feel that they work tirelessly each day yet come to the end of the day and feel they have achieved nothing. Constantly going around in circles and not actually getting anything done!

In its simplest form Time Management is extremely simple, here are 6 key areas which will help you transform your day

1. Begin each day with a To Do List
Ensure that this To Do List is a realistic plan of what you hope to achieve from the day and not just an endless list. Be Real.

2. Include a Time Plan in your To Do List
A To Do list should be a structured list of activities you need to get done with a time plan of when you are going to do them.

3. Prioritise
Your To Do list should be prioritised by task according to the importance and urgency of the task. A simple tool to assist you is the Priority Matrix (download from the internet). This will help you prioritise your tasks effectively.

4. Schedule your Tasks
Once you have prioritised your tasks schedule them in to your workday (a diary or PC related system can be used). Allocate a start and finish time for each task…schedule your task into your diary the same as you would for a meeting or doctors appointment.

5. Ice Berg Law
Always remember the Iceberg Law. In Time Management terms this means that the task will generally take longer than anticipated.

6. Control Interruptions
This is probably the hardest part…trying to control interruptions and stopping others from diverting you from your task. Time Management training will provide tips and techniques on how to accomplish this without upsetting others.

It goes without saying that in any given day things will happen that you cannot control and that will divert you from achieving the goals you set out to achieve that day. However, Time Management training helps you to plan your day as without proper preparation your control is limited. Time Management training will assist you in achieving more with less stress.

People often ask me, how can I increase my sales? Will sales training help me? How can I hit my target every month etc. Well the obvious answer to the question of sales training is yes it will help depending on the quality of the sales training course you attend.

One caveat to the above is that the essence of knowledge is using it and there is no point attending a sales training course, developing new skills gaining new ideas and not putting them in to action. People often return from a sales training course full of enthusiasm and prepared to try new ideas but find the first prospect they speak with using the new technique says no, they then revert back to their old ways saying the new skills they learned on the training course did not work. It s important that sales people persevere with new sales skills and knowledge they acquire on the course.

When it comes to increasing sales there are only 2 things you can do, the first of these is to find plenty of prospects who may have a need or want for your product or service. The more prospects you have the better your prospects and always remember ‘if you have no prospects you have no prospects!

You also have to qualify are these people really a prospect or a suspect? A suspect is just a name where as a prospect is a name that you have qualified as being some one who does have a need for your service or product, also has the ability to pay for the product and also has the authority to make the decision on the sale.

Once you have enough prospects it means sales are easier and less pressurised, because as long as you have plenty of people to contact –it doesn’t really matter whether this person buys because there will always be some one else who will buy. Good prospectors are not overly worried about whether people purchase as they have the numbers in their favour. They work on the basis of SW/ SW /SW which means some will buy some wont so what. You see once you have enough prospects, some formal sales traning and understand your sales numbers (activity to sales) the pressure is off.

The second thing you can do is become more effective at each of the steps of the sale, this includes areas such as rapport building, questioning, listening, presenting the product, closing and dealing with objections.

These are all skills that can be learned on any effective sales training course, So when people ask me how do I achieve more sales the answer is easy –increase your activity (the number of prospects you ask to purchase) and improve your sales skills. Both of these can be easily addressed by attending effective sales training.

HandshakeEarn more money, hit our targets, win that incentive prize, create a better life these are some of the reasons people attend sales training courses and purchase sales training books, videos and other sales training materials that will help them to close more sales.

Having worked in sales for many years and worked with various sales people of all different levels and abilities. Some of whom had natural people skills rapport building skills and good questioning and listening techniques and found sales reasonably easy. While others had to work had at every aspect of the sale and learn to develop the necessary skills.

The one thing I did find was that all salespeople I have ever met, whether they have a natural flair for selling or not, have one thing in common and that is that through the various techniques that can be learned on sales training courses they can improve still further.

As a Sales Manager and Sales Coach for most of my life, I was always amazed when we carried out the kerbside drill after the sales meeting that sales people found it quite difficult to breakdown each section of the sales call they had just been involved in.

For example, if you ask a lot of sales people how do you sell? the normal answer that comes back is ‘I just sell’

Although they are correct the truth is that there is a process to closing sales and through effective sales training and sales training courses plus all the other sales training materials available in the market place they will learn that there are various steps to ensure that the sale takes place and the prospect says yes at the point of close.

In very simple terms the steps are as follows:

  • Introductions and reason for calling
  • Rapport building
  • Establishing the clients needs by effective questioning
  • Listening and clarifying
  • Confirming statements to gain yes (trial closes)
  • Presenting the product based on clients needs
  • How the product will solve the client needs
  • Closing the sale
  • Consolidation (what happens next)

Although many sales people say they just sell, if they can break the sale down in to component parts similar to those listed above, it will be much easier to establish the areas that need to be improved as opposed to walking from a sale and wondering what part of the sale went well and which part needs to be improved.

All of these sales training materials and sales training courses will help anyone in sales to structure their sales calls as we have to always remember whether we are a natural at what we do or not, the biggest room in the world is the ‘room for improvement’

Listening SkillsOn sales training courses all over the world we are told that listening is the most important yet most misunderstood communication skill. My father once told me how a wise old owl sat on an old oak tree; the more he saw the less he spoke and the less he spoke the more he heard so why cant we be like that wise old bird? I never understood what he meant until I started working in sales.

In sales training we learn to communicate with one another to persuade others, inform others or to try to change others opinions. In our complex society if we do not learn how to listen effectively we will have some major difficulties in our professional and personal developments and our relationships. One common misunderstanding that I find many people have on sales training courses is simply that they do not realise that there is a major difference in hearing and listening. It’s a case of talk to the hand because the ears are not listening.

I can recall countless times through college when the lecturer said this will be on the test and starts talking but it quite frankly is going in one ear and out the other. Think about it why would you as a father, friend, grandmother, sister, uncle or even salesperson not want to improve your listening skills?

On sales training courses, I can tell you many reasons that you would want to improve your listening skills, these can include the following;

  1. Improve Relationships. Simple
  2. Improve work abilities. Wouldn’t you love to give your self an extra push in the right direction of the infamous promotion?
  3. Better Assess Skills. Listening can help you assess the needs wants and desires of your prospect.
  4. Focused. You will be viewed as focused by your prospects, clients and boss as you are the one that listens to everything and clearly understands it.
  5. Negotiator. You will listen to clients objections properly and discover ways to overcome them by using empathy.
  6. Get more. You will get more from meetings and sales training courses.
  7. Gather Information. You will be able to gather the correct information needed from the people that have it in order to take the next step towards closing the sale

Concentration is totally exhausting and is one of the reasons why we tune out of the conversation or meeting. Another reason for not listening found through our sales training courses is that listening is passive yet we as a society are an action based culture, this is why on a sales training course role play and group interaction is necessary to keep listening and concentration levels elevated and alert.

One final factor to improve your listening skills is to start caring more. You want the best out of yourself so that you can then give your best to your prospects and as we often say on sales training courses no one cares how much you know until they know how much you care.