You’re going to have good days and bad days, so don’t quit at the first sign of trouble. Pick yourself up, plough ahead and keep going until you succeed.

Propel-ed’s service and sales programs do exactly what the name says – we propel people ahead of the game, encouraging them to get results and never give up.

Propel-ed recognises that every organisation has its own unique set of needs and can customise programs to achieve the specific outcomes they are seeking. Find out more by clicking on the link!

make a selection from the menu below:

Managing conversations with resilience

Target Audience:
Staff and people leaders (both new and experienced)

Duration:
1 day

Completing this course will propel you to: 

  • Recognise their own and others’ style of managing a challenging conversation
  • Identify their strengths and areas for development in Emotional Intelligence (EI) to increase their effectiveness.
  • Use questioning techniques to uncover what is really happening.
  • Use the HEAR model to guide conversations.
  • Identify the impact of heightened emotions and understand how to use pacing and leading to defuse emotions.
  • Refine techniques to recover from stressful interactions.
  • Increase personal resilience.
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Service excellence

Target Audience:
Frontline Staff

Duration:
1 day

Completing this course will propel you to:

  • Learn how to use voice and words to help meet the customers’ needs
  • Use positive and productive language throughout each interaction
  • Develop effective messaging techniques
  • Use pacing and leading to be able to successfully interact with difficult customers
  • Understand the importance of listening and questioning
  • Develop behavioural flexibility to interact with a broad range of customers
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Service masterclass

Target Audience:
Frontline staff

Duration:
1 day

Completing this course will propel you to:

  • Manage objections
  • Define language blockers and develop language helpers to be used in a range of customer conversations
  • Learn how to stay cool under pressure irrespective of the problem
  • Identify and clarify any customers situation
  • Take charge of where conversations go and desired outcomes
  • Promote peace of mind with customers
  • Ask for the business
  • Get more customers to ‘yes’
  • Practice a range of closing techniques across a variety of situations
  • Increase your confidence to be able to close at the right time
  • Gain commitment through closing or by committing to follow-up
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Building a service and sales centric culture

Target Audience:
Sales consultants and sales leaders

Duration:
The program is designed around a series of building blocks. The duration depends on the building blocks selected.

Completing this course will propel you to: 

  • Sell more products and services
  • Increase ASPs (average selling prices)
  • Increase customer retention
  • Change existing attitudes and behaviours, to create consultants/agents who are passionate, energised and excited about the organisation, and who will promote, advocate and empower the training to other staff members
  • Provide skills to participants to ensure they receive an ‘aspirational’ training program and come out saying, “that’s the best training I’ve ever had”.

Content includes:

  • Understanding of consumer behaviour
  • Behavioural rapport
  • Stealth and Framing
  • Listening and questioning
  • The wall of resistance
  • The ‘so what’ of products
  • Reading the signal
  • What’s your best line?
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Propelling – Certificate III in Customer Engagement (example)

Audience:
New starters in a call centre or existing staff

Time Commitment:
Varied and tailored to organisational requirements.

Propelling builds core sales and service behaviours in new starters to propel their skills beyond what they learnt in their onboarding program. Participants walk away from Propelling with increased confidence and a more resilient mindset.

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TELL US WHAT YOU THINK

When we ask people to tell us what they think of our programs, this is what they say we did well:

  • What a relief to get decent trainers – the best we have had. The facilitators were amazing!
  • Interacting and breathing technique facts were the best part
  • Exciting/Upbeat/Presentation style
  • Prioritising tasks
  • Different backgrounds and experience of facilitators
  • Pro-active and fun
  • To the point and related back to my role
  • The structure and ability to engage us over a few days
  • Interactive with audience, energy of presenter
  • Fun and entertaining
  • Group involvement, practised on the job so staff could use tools
  • Stress relief
  • The learnings not all focused on text book
  • Role plays
  • Great strategies
  • The way training was conducted
  • Engaging, wasn’t predictable

Like you, we have a growth mindset and constantly strive to learn and improve. This is what people think we should do differently:

  • Could have been longer
  • We should do more sales training in this way – it was the best
  • Incorporate this style into our other training – a lot better than the other session which was not interactive and was very dry (this was not done through Propel obviously!)
  • More of the same – more role plays in front of team
  • Different venue
  • More role-plays
  • None – was very polished
  • Make it longer – day session or top up soon!
  • Use your actors in all of our training
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MEASURES

If these programs are coming out of your budget, you’ll probably want to know how our results are measured! We’ve gone a step further and provided you with an example of some real results…

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