Wouldn’t it be awesome if your company could have it’s very own training portal hosted by a sales, customer service and winning team culture expert? Yes, yes it would.
The following information outlines the Pinnacle Performance training program for the tire/auto service industry but can be adapted for any retail or service business.
Phase 1: Pinnacle Performance Sales/Customer Service Training Seminar
The first step on the Pinnacle Performance path is your in-house training (at your facility or a local-to-you meeting facility).
Pinnacle Performance is the Best Reviewed Sales/Customer Service Training Program in the Tire/Auto Service Industry!
Click-On Here To Open Program Information Page > Pinnacle Performance
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Awesome! But Now What?
The Problem With Training
All too often sales/customers service training is treated as an event. A business conducts an in-house training and, assuming it was good, participants get energized with new insight, techniques and tools. Then, with no real follow-up program in place, participants fizz out and return (at varying speeds) to the same level of performance they were at prior to training. Like physical fitness, it doesn’t matter how good your workout at the gym is today. If you don’t continue to exercise on a consistent basis, you will never truly get in shape and stay that way.
Proper training is an ongoing process of continuous professional development. Just like a professional sports team, your sales/customer service team must regularly practice and work on their game through a disciplined and committed training program if they are to consistently win in (and for) your business.
Enter your training portal…
* The following is adapted from the actual client agreement
Phase 2: Institutionalizing the Pinnacle Performance Model
To maintain momentum and build upon the gains of the Phase 1 training program, Phase 2 implementation begins immediately after Phase 1 concludes by way of two concurrent programs:
a) Your Pinnacle Performance Sales & Customer Service Tool-Kit
b) Your Pinnacle Performance Sales & Customer Service Portal
Part A – Your Pinnacle Performance Sales/Customer Service Tool-Kit
Steve will produce the “Pinnacle Performance Sales/Customer Service Tool-Kit”; a branded-for- your-business sales/customer service training manual designed to institutionalize the Pinnacle Performance sales/customer service training model (best practices, principles, techniques, etc.) in conjunction with regular in-house training.
This comprehensive training/reference manual documents and details content from Steve’s highly-acclaimed Pinnacle Performance training program with valuable lessons and training aids to further the selling and customer relations performance and professional development of participating personnel.
Your business’s tool-kit will consist of a minimum of 24 individual lessons with methodology, best practices, technique and process information consistent with the Pinnacle Performance Sales & Customer Service training model, including:
(Tire/Auto Service Industry Example)
1) Values & Best Practices
2) Essential Elements of Extraordinary Service
3) Why We Need Superior Customer Service
4) Building Rapport & Earning Trust
5) Power of Positive
6) Customer-Focused Behavior
7) Why Customers Buy
8) Emotional Engagement
10) Emotional Intelligence
11) Selling Value
12) Selling Benefits vs. Features
13) Customer Communications – Active Listening
14) Customer Communications – Body Language
15) Extraordinary Email Etiquette
16) Therapeutic Selling – Methodology
17) Therapeutic Selling – Diagnostic Questions
18) Dealing with “the cheapest tire” customer
19) Managing The Two Customer Types
20) Telephone Relations – Effective Etiquette & Skills
21) Telephone Relations – Managing The Call
22) Exceeding Customer Expectations
23) Managing Customer Problems & Complaints
24) Warm Welcomes & Fond Farewells
Part B – Your Pinnacle Performance Sales/Customer Service/Winning Team Culture Portal
For effective implementation of the training tool-kit and associated professional development content , Steve will concurrently host and maintain the “(Your Company) Pinnacle Performance Portal”; a private, interactive, web-based training community exclusively for your business’s designated sales and service personnel.
The portal site will serve to implement the Pinnacle Performance Sales & Customer Service Tool-Kit and secure the program for on-boarding of new company employees and ongoing reference of existing team members.
Utilizing the portal, tool-kit training lessons will be introduced on a bi-weekly basis. Each tool-kit training lesson will include a companion online test with 6-10 multiple choice questions related to the associated content, enabling personnel to “test out” the lesson and their understanding of the content.
In addition to tool-kit training lessons, the portal will be regularly updated with professional development subject matter in the form of articles, video clips and associated professional development lessons that appropriately tie into the Pinnacle Performance training model.
During the course of Phase 2 implementation, Steve will also function as “Sales Coach in Your Corner”, an extension of the client’s sales/customer service management. In this capacity, Steve will monitor the portal site and maintain “real-time” communication with the clients’ sales and service personnel to provide unlimited coaching support as needed.
Your training portal will look and feel of this Pinnacle Performance Champions blog site but everything will be branded for your business and tailored to your industry’s selling/customer relations environment!
Pretty Awesome, Eh?
Yes, yes it is.
Take The First Step Towards Pinnacle Performance!
Investment is dependent on the number of your company employees that will be participating in the program but, in any event, a TREMENDOUS VALUE compared to anything similar in the market!
Contact Steve Ferrante about Your Team’s Training Portal Today @ 866-721-6086 Ext. 701 or via email @ firstname.lastname@example.org