How clients use our training CDs

How clients use our audio CDs. If you’re browsing this site and considering whether to buy any of the audio CDs here on telephone selling, customer service, telephone team management or self-development, we guess you may be interested in knowing how other people use the products they buy from us.

Training in-house

How about using products to make your own in-house training even better?

In-house training

You already have your own in-house trainers. Alternatively the line managers of the team such as the Telesales manager, or Telemarketing team leader, or Customer Service supervisor may be tasked with providing training for the telephone based team. The obvious advantages to this are that it (theoretically) doesn’t cost anything, and secondly these company employees know the company, the range of products and services the company offers and the people they’re training. The flip side of this though is that a team manager may not be a great trainer. Secondly they don’t have quite the ownership of the material that an outside trainer has. Finally the external trainer should be an expert who can bring industry wide experience to the training programme. An independent person is also not weighed down with company politics too of course.

But how do you keep up with industry best practice? Many companies are on the look out for cheap to acquire training ideas that will keep their internal trainers fresh and equally importantly their material fresh.

And as customers frequently remind us the benefit of audio CDs is that you can stop, replay and revisit the ideas as frequently as you want. You can’t do that attending a seminar. Which makes a CD at £34.99 + VAT an economical source of ideas.

We sell a large number of our CD packages to companies and organisations who want to develop training programmes in-house.

Get your team to run training

A great way of getting the existing team involved in the process of training is to get team members to deliver small module based workshops in a meeting room to groups of less experienced or new members of the team. I’ve heard it said that ‘the best way to learn is to teach’ and it certainly helps build the skills of the team you have. It also makes them feel more valued, and it gives them more job enrichment. Having said all of that presenting is not for everyone, and if a member of your team really doesn’t want to do it – best not force them. They can always help in material research. A couple of our clients have done this recently. It also saves money on trainers too of course.

You’re in charge of managing or motivating a team

We have had a couple of examples recently where a sales manager or company owner has bought 10 CDs and they then listen to them while driving round the country. The sales manager tells us he then picks topics from the CDs which he then briefs his team on during their 2 weekly sales meetings. A great idea.

The company owner told us that she uses them to increase her knowledge on how and what her telesales team should be doing.

However you want to use them, have a look at the products on offer at www.associatedlearningsystems.co.uk. Payment is easy online using a credit card or direct from your PayPal account.

Associated Learning Systems offers a range of audio training CDs on subjects including telephone sales, telemarketing, telephone techniques, verbal communication skills, customer service, telephone team management and self-development.

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Low cost training ideas

Low cost training ideas. This is something Associated Learning Systems specialises in – aimed at telephone based teams : customer service, telemarketing, telesales plus managers, supervisors and team leaders.

Investing to increase business value

Just a handful of these will buy you many of our training CDs!

We believe the UK economy is showing signs of growth at the moment, but nevertheless many companies are keeping a strict eye on budgets. Training is all too often one of the areas that gets squeezed.

Nevertheless the need is clearly there to make sure your team is the best it can be at sniffing out business opportunities and at building better relationships with more people over the phone more often.

Buying some low cost – high value audio CDs which gives you the training material in digital format is a great way of investing in training, and buying some ideas of best practice for a limited outlay. You can view all our products covering

  • Communication skills
  • Telesales skills
  • Customer service skills
  • Telephone team management
  • Self-development

by clicking here

The products are just £34.99 + VAT including delivery. Just one idea that works for 1 of your team will repay your investment almost certainly. There are product bundles available too – saving you even more money.

In-house training 

You may have your own training resources in-house, your own trainers and material. Many companies and organisations buy our audio CDs to add to their own material – which they then use to base training sessions around. Sounds fair enough to us.

Whatever your reason, certainly investing in your front line personnel is of major importance as most companies have to compete more actively for a smaller customer pot.

Associated Learning Systems provides a range of audio CDs and tips booklets developed for people and companies involved in communication with customers on the phone in the fields of telesales, telemarketing, customer service and telephone team management.  We help you BE BETTER AT WHAT YOU DO!

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Sales and customer service training on a budget

Sales and customer service training on a budget. Many companies are facing challenges at the moment as economic conditions across the world worsen.

There is still the need to develop your staff and teams of course. But there is little money available to pay for it. Sound familiar?

Lack of budget

Is this your training budget?

Many companies are in this situation and therefore many managers and company owners want to motivate their teams and help them develop new skills in both customer service and sales, but on limited or non-existent budgets. Many companies are forced to do some form of training, but using in-house staff and materials. However if the training is to be effective it is important to gather new ideas from other sources. Gleaned from the experts. The type of people who’ve been there, bought the t-shirt etc.

We can help, honestly. We provide a range of easily affordable audio CDs packed with top tips, years of experience and plain old good common sense. Our CDs and tips booklets are based around a number of key growth areas ;

  • Customer Service
  • Telephone sales
  • Self-development

With prices starting from £34.99 for one audio CD, and packages of 3 for less than £70, you wouldn’t need many good ideas to make it self-financing would you?

All our products are supplied with a full money back guarantee if you’re not satisfied with the product. If you’re in the UK, simply return the  product for a refund of your purchase price. http://www.associatedlearningsystems.co.uk/products.asp is the link that will take you straight to our products page. You can buy all our products online, with payment by credit card or directly through PayPal.

Associated Learning Systems is a UK, Midlands based company specialising in products for the development of customer service, telesales and telemarketing skills.

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Some funded and free training is now available through Train to Gain

Some funded and free training is now available through Train to Gain. Our friends over at To Market who specialise in training and development work with customer service, telesales and telemarketing tell us they’ve got hold of some training funding for you. 

Partially funded customer service training - through Train to Gain

Partially funded customer service training - through Train to Gain

At the moment they are looking to offer both free and partially funded training to organisations In Leicester, Northampton, Cambridge, Bury St Edmunds, Coventry and Birmingham as well as wider parts of Northamptonshire, Leicestershire plus East Midlands, West Midlands and East of England. If  this is of interest to you, follow this link to http://www.tomarket.co.uk/blog/wp-admin/post.php?action=edit&post=51. This gives details of the East Midlands training, the West Midlands and East of England will go live we are told over the next 2 days.

But this really is a chance not to be missed so have a look at the details and sign up ! Maybe you’ll even get to hear some of the material on the audio CDs you will find on this site.

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Record activity results for your telemarketing or telesales team

It is so important.

Many organisations who have telesales or telemarketing teams will have a good idea about what results they produce each. This may be appointments or sales etc. However do you also record the amount of activity that produces those results ? By this I mean the amount of calls, the amount of times they get through to the right person (i.e. the decision-maker) and what proportion of those ‘selling opportunities’ they turn into the desired outcome.

Without understanding this profile how can you identify how they can most easily improve ? Where the weakest link in their personal chain is ? How can you support and motivate them ?

Furthermore they need to be recording these results for you themselves so that there is a degree of personal ownership. The audio CD Measure, Monitor, Motivate in the phone team management section of the website covers this subject. Click on this link to get there directly http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=26 Some organisations will record activity remotely and electronically and will perhaps feed it back to the team on a monthly basis. But if the team hasn’t been recording the results themselves and haven’t got an idea about what results they are generating, they can’t do much to influence it can they ?

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As a phone team manager – act quickly !

Yes act quickly – but not in haste !

In any phone team environment things move quickly, and if you manage that team it is important you respond to events quickly. You won’t need me to tell you that someone who is bright, happy and positive when they come into work in the morning can change instantly. One horrible customer on the phone or an order that you were counting on, that has now been indefinitely postponed can test the motivation of even the best phoner !

So when managing your team keep an eye on them as much as you can. So limit the amount of time you spend in meetings, and keep your office door open if you sit near to your team. 50% of your management decision making should be based on the numbers, the facts, the cold hard undeniable evidence. The other 50% should be based on your intuition, your feelings and pure gut instinct. If something feels wrong, even if you can’t put your finger on it, research it, gather facts and then act. Because in many cases your gut instinct will at least be valid. There is an audio CD specifically aimed at telesales, telemarketing and customer service supervisors, team leaders and managers. The link is http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=2

There is also a training course being run in January 2009 for phone team managers. Find out more details by checking out the To Market website at www.tomarket.co.uk. This Midlands based course has previously seen people attend from Birmingham, Cambridge, Manchester, Leeds, Nottingham, Solihull, Leicester, Northampton, Kettering, Corby and Milton Keynes. One lady even hopped on a plane from Scotland.

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The importance of prospecting in these testing times

Right now, many organisations are facing varying levels of decline in business. And because of the speed of the downturn and the severity of it, these are times when your business model has to be critically reassessed. Things that you may never have had to do before, will have to be considered.

Good will come of this, as it will make all of us take stock and appreciate the business we do get.

But if there was ever a time to make your business more proactive, this is it !

You will need to make a much larger volume of calls and approaches, and the sales team that you have involved in field selling, or a phone team dealing with incoming enquiries will need to lead this process.

So make sure you have a quality list or database for them to work from. They will also need training (possibly) to help them adapt to a different role, and they need a robust process to operate. So for instance they need to be able to store notes (on a computer) about each person they call, some notes of the conversation, and equally importantly a field to mark the next contact due. This makes intelligent use of the sales database. Remember that knowledge is power !

We have an audio CD on setting up and managing a telephone based team which covers the issues mentioned above on process etc http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=2 is the link for this product.

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Setting up KPIs for telemarketing and telesales personnel

Of course management of teams should be about using a mix of intuitive observations as well as raw statistics. The intuitive bit you get from the well established principle of MBWA – management by walking about. The quantitative bit is fairly straightforward and is based around just 4 key criteria. And if you ensure you look at each of these 4 numbers daily for each of your team, and in depth monthly you will find you’ve got a handle on what you need to know. The CD http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=26 explains this in more detail : how to set it up, what to measure and the short cuts and tricks to help you stay one step ahead of the team.

The 4 key measures are ;

1.  How many outbound dials they make per hour (over a given period) 

2. How many decision-makers they speak to per hour

3. How many of these decision-makers they convert into the desired outcome (sale, appointment etc.)

4. How many sales/appointments they make per hour

Understanding these numbers will help you with target setting for your team, and it will help you understand each person’s performance profile better (because not every person achieves their results in the same way.) It will also know what to address if somebody is off target and how best to help them

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