training for business prospectus

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Training for Business

Prospectus

JANUARY - MAY 2022

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We are pleased to share the latest Training for Business prospectus with you. The season will run from January until May 2022. This is our eighth year of providing bespoke industry specific business training courses for the land-based industries. Over that time, we have gained a significant amount of experience in getting to know what is of interest to each of you as a member and in what you expect from AEA Training for Business. Each year we refine our programme to ensure the content continues to be highly relevant, using trainers who know and understand our industries, and who tailor their training material accordingly.

Last year we introduced a selection of shorter, virtual training courses to the programme and they were very well received. We are pleased to confirm that they will feature again in this prospectus and each virtual training session will last between 1 and 2.5 hours. Our in-person courses take place over 1 or 2 days. As we will be running both virtual and in-person courses, we have indexed them separately in the prospectus for your ease of reference. Ones to highlight this year include three new courses presented to us by BNP Paribas Leasing Solutions. The “Finance Unlocked” series offers an insight into how to ensure your finance options are covered when talking to a customer, whether from the dealer’s perspective or from a wholesale perspective enabling manufacturers/suppliers to offer a broader range of solutions to their dealers. It takes a look at what those options are. Also covered in one of the courses are the tax implications and how to convey them to your customer. We hope you find them valuable.

As most people will be aware, since restrictions were lifted in July, we are not mandated to impose restrictions on anyone joining our meetings in person. Your safety is, however, extremely important to us and we will continue to endeavour to put appropriate measures in place, however, depending on the numbers in attendance, we may not be able to maintain 2m social distancing for everyone during the course. We will provide hand sanitiser and request that you wear a face mask whenever you are moving around other parts of the building. You would also be welcome to wear a face mask during the meeting if you wish to do so.

Although it is not required to have a Covid test prior to attending the meeting, we would encourage you to take a lateral flow test, particularly if you are not double vaccinated. Of course, it goes without saying that anyone with a recent positive test result or who is displaying any symptoms of Covid-19 should not attend the meeting in person. More details on the logistics of our in-person training will be given upon booking, but if you would like more clarification of the safety-measures we are putting in place in advance, please do contact us.

Anyone involved in the Land-based engineering industries can enroll on our courses, whether members of the AEA or not. We offer discounted prices to member companies and to their dealers. Our courses are also recognised by the Institution of Agricultural Engineers for CPD hours, which will be of benefit to many of your employees who will be IAgrE members. We hope you will continue to support our Training for Business programme this season.

Ruth Bailey Director General & Chief Executive, AEA

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COURSE INDEX

ON-LINE TRAINING COURSES

Subject Strapline Date (2022) Page

Customer Service, Raising the Bar

Being easier and better to deal with in the digital age

13 January 4

Finance Unlocked – Dealers’ Guide

Using finance at point of sale to improve sales performance

27 January 5

Area & Field Management Adapting to the new normal, Post Covid-19

10 February 8

Finance Unlocked – Supplier’s Guide

Understanding how retail and wholesale finance work together

22 February 9

Finance Unlocked – Tax Implications

Know the importance of tax to customers acquiring new equipment

3 March 11

Negotiating and Closing Deals Multiple touchpoint selling in the digital age

8 March 12

Building Better Performance Lessons from Covid-19 11 March 14

Understanding and Managing Stress

Stress and its impact on health and productivity – Some key mechanisms

14 April 17

Giving Constructive Employee Feedback

How to provide constructive and motivational feedback

10 May 20

Effective Virtual Customer Management

Developing virtual skills for managing customer relations

17 May 21

IN-PERSON TRAINING COURSES

Subject Strapline Date (2022) Page

The Area Manager Role Working with dealers to build performance & effective relationships

5 – 6 January 3

Territory Representation Developing the dealer network to maximise sales

1 – 2 February 6

Tachograph Training Tachograph Regulations & operation, including SUV and trailer

8 February 7

Presentation and Training Skills

Essential skills for instructors, trainers, installers and managers

24 – 25 February 10

Recruitment and Retention How to find, employ, motivate and keep the best people

9 – 10 March 13

Delivering Effective Demonstrations

Making demonstrations pay

24 – 25 March 15

Managing Staff for Performance

How to manage individuals and teams for improved workplace performance

5 – 6 April 16

Parts Retailing & Marketing Maximising sales, profit and efficiency in the parts department

20 – 21 April 18

Selling Skills – Selling Through Dealers

Maximising sales performance of dealers

21 – 22 April 19

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The Area Manager Role

“Working with dealers to build performance and effective relationships”

Training Course Outline

Course Title: Duration: Location: Course size: Cost per day: Course Code: Course Dates:

The Area Manager Role 2 Days AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 per day Non-Members £350 per day MED1-050122-MA-PE 5 January – 6 January 2022

Course Objectives: Course Outcomes:

Delegate Requirements: Course pre-requisites: Course Instructor:

This course is designed to provide delegates with the knowledge, skills and confidence to build effective relationships with dealership owners, managers and staff in sales and aftersales. Whether agreeing business plans, managing dealership development, negotiating changes, or simply providing effective support to dealer teams, this programme will help delegates build productive and performance-oriented relationships with their dealership contacts. By the end of the course, delegates will be able to:

• Understand the core functions of the Area Manager role

• Build effective working relationships

• Utilise sales, service, parts & financial performance indicators

• Build a shared agenda for dealership development

• Work with dealership managers to shape future performance

• Resolve disagreement and conflict effectively

• Agree and implement sustainable dealer action plans

Delegates should ideally be in an area management role, or be progressing towards taking this role on within the following year. Delegates should prepare pre-course goal(s) with their manager. Maple Associates Ltd

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Customer Service, Raising the Bar

“Being easier and better to deal with in the digital age”


Course Title: Duration: Location: Course size: Cost per day: Course Code: Course Date:

Customer Service, Raising the Bar 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £145 BCS1-130122-MA-RV 13 January 2022


Delegate Requirements: Course pre-requisites:

Course Instructor:

This course is a powerful introduction to some incredibly simple ways to raise the bar on customer service for end-users, so that manufacturers and dealers can set their brands apart from the everyday machinery and equipment support experience.

By the end of the course, delegates will be able to consider deploying some very simple and powerful customer service improvements that make the business easier to deal with, whilst providing a better, more effective customer experience:

• Defining the customer journey and their reasons for contact

• Multiple entries to a single point of contact – steering the customer

• Speed of response and managing expectation

• Safe hands, will do, doing, done, happy? 5-steps to winning

• Making social media your loudest positive advocate

• Making your customers your 2nd sales team

• Digital footprints to increased physical coverage

Delegate should ideally be in a customer facing, dealer facing, marketing or dealer support role.

PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone, Webcam Stable/reliable internet connection

Maple Associates Ltd

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Finance Unlocked – Dealers’ guide

Using finance at point of sale to improve sales performance


Course Title: Duration: Location: Course size: Cost per day: Course Code: Course Dates: Who should attend?

Finance Unlocked – Dealers’ guide 2.5 Hours Virtual Training Room [On-line] Max 15 people £50.00 per delegate (Charitable donation to be made) FSE1-270122-BN-RE 27 January 2022 The course is designed for anyone involved in the sale of capital equipment to end-users.

Course Objectives: Course Outcomes: Course prerequisites: Course Instructor:

To Illustrate the benefits and methods of making finance an integral part of the sales process. Delegates will be shown the relative benefits of different finance products, how payment profiles can be used to overcome customer budget constraints and why the acquisition of machinery using finance has considerable benefit for the customer. After completing the training, participants will have acquired the necessary knowledge to confidently offer finance at point of sale and be able to handle most common questions or objections. PC/Lap-top computer in a quiet, remote environment with microphone and camera enabled. A stable/reliable internet connection is also essential. BNP Paribas Leasing Solutions

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Territory Representation

“Developing the dealer network to maximise sales”



Territory Representation 2 Days AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 per day Non-Members £350 per day MPL1-010222-MA-PE 1 February – 2 February 2022

Course Objectives: Course Outcomes: Delegate Requirements: Course pre-requisites: Course Instructor:

Delegates will learn how to develop strategies to determine dealer effectiveness and market coverage and identify areas when replacements or new appointments are required. They will understand techniques to research the chosen territory looking for potential candidates and negotiating franchise agreements. They will also discuss and review techniques for ensuring maximum representation even if they are not the dealer’s main franchise. In addition, they will review key strategies to successfully achieve maximum sales potential as quickly as possible. As well as analysing the impacts of these actions in the trading territory The delegates will have a clear understanding of what is required to develop their existing dealer network to maximise every sales opportunity. As well as defining the selection criteria for new dealer representation in the market place. Delegates will most likely be working in a management or dealer development role with a supplier company usually heavily reliant on sales through dealers and should have some responsibility or involvement in dealer selection, management and development. Previous training related to Sales through Dealers and/or Understanding Dealer Finances courses would be useful courses to have attended in advance. Maple Associates Ltd

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Tachograph Training

“Tachograph Regulations & Operation, including SUV and Trailer”



Tachograph Training 1 Day AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 per day Non-Members £350 per day BCP1-080222-DH-PE 8 February 2022

Course Objectives:

Course Outcomes: Delegate Requirements: Course Instructor:

• To understand and reduce the fear of operating vehicles while transporting machinery, either on board, on a trailer or towed.

• To understand the requirements of driver licensing, vehicle weights and vehicle requirements regarding the fitting and use of a tachograph or not.

• To understand drivers’ hours regulations in relation to operating with a tachograph

• To have a basic understanding of Tachograph operation, card insertion, logging on, manual entries, printouts, etc.

To have no fear of contravening the law and to be able to incorporate safe and correct vehicle operation using tachographs into your business operations. To be in a role where they need to know how tachograph operations should be incorporated into their company or be a driver of a vehicle where tachograph regulation is mandated Driver Hire Group Service Ltd

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Area and Field Management

“Adapting to the new normal, Post Covid-19”


Course Title: Duration: Location: Course size: Cost per day: Course Code Course Date:

Area and Field Management post Covid-19 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £145 BPL1-100222-MA-RV 10 February 2022


Delegate Requirements: Course pre-requisites:

Course Instructor:

This Remote Virtual Class has been designed to help area and field-based managers support their dealers in embracing new ways of working. Changes that have been necessitated by the current and potentially ongoing impact of Covid-19 on working practices and dealership engagement with end-users. By the end of the course, delegates will be able to take the following key factors into account when planning and managing their field activities:

• Multiple-touchpoint thinking for long-term dealer success

• Ensuring dealers are “digitally and socially engaged”

• Opening dealers eyes to new job roles and processes

• Engaging dealers in ‘speed of response’ thinking

• Helping dealers be ‘easy to deal with’ in the online age

• Increasing physical and online territory coverage Delegates should ideally be in an area management or field role, or be progressing towards taking this role on within the following year. PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone, Webcam Stable/reliable internet connection Maple Associates Ltd

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Finance Unlocked – Supplier’s Guide

Understanding how retail and wholesale finance work together



Finance Unlocked - Supplier’s guide 1 Hour Virtual Training Room [On-line] Max 15 people £50.00 (Charitable donation to be made) FSE1-220222-BN-RE 22 February 2022 The course is designed for manufacturers/suppliers who run an indirect sales operation and is particularly relevant to anyone involved in dealer sales or marketing support.


To explain the facilities available from finance companies which enable manufacturers/suppliers to offer a broader range of solutions to their dealers. After completing the training, participants will have a greater understanding of the types of wholesale finance available to allow dealers to hold the desired level of stock and how these facilities are managed. Further, participants will be made aware of other marketing initiatives that can be implemented by a manufacturer/supplier and finance company to enhance the sales proposition via a dealer network. PC/Lap-top computer in a quiet, remote environment with microphone and camera enabled. A stable/reliable internet connection is also essential. BNP Paribas Leasing Solutions

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Presentation and Training Skills

“Essential skills for Instructors, Trainers, Installers and Managers”



Presentation and training skills 2 Days AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 per day Non-Members £360 per day MED1-230221-MA-PE 24 February – 25 February 2022


Delegate Requirements: Course pre-requisites: Course Instructor

This course is designed to provide delegates with the essential skills required to plan, prepare and deliver effective presentations to customers, engineers, dealer staff, customers and members of the public. Taking a highly practical approach throughout the course, each participant will have the opportunity to plan and deliver at least 2 presentations, receive constructive feedback, improve their skillset and increase their confidence in presenting product, technical, business or brand information. Video recording and review will be available. By the end of the course delegates will:

• Be able to plan and deliver an effective presentation

• Be able to select the right supporting materials and aids

• Be able to tailor and adapt their approach to different audience types

• Understand how to increase and influence the impact

• Understand how to develop and manage personal confidence

• Understand how to ensure that planned outcomes are achieved

• Understand how to plan a training session/presentation

• Understand how to review presentation and training effectiveness Delegate should be in a role that requires them to present to small groups, whether this is for training, installation, sales or management. Delegates should bring a short presentation with to use on Day one. Maple Associates Ltd

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Finance Unlocked – Tax Implications

Know the importance of tax to customers acquiring new equipment



Finance unlocked – Tax Implications 1 Hour Virtual Training Room [On-line] Max 15 people £50.00 (Charitable donation to be made) FSE1-030322-BN-RE 3 March 2022 The course is designed for anyone involved in the sale of capital equipment to end-users.


To explain how HMRC offers tax allowances for the acquisition of capital equipment. The training will show how tax relief is calculated for the different ways in which equipment can be acquired (outright purchase, hire purchase and leasing). After completing the training, participants will have acquired the necessary knowledge to understand how the real cost of the equipment they sell will be influenced by the tax allowances available. In particular delegates will be made aware of the very attractive capital allowances that are currently available for purchasing machinery. PC/Lap-top computer in a quiet, remote environment with microphone and camera enabled. A stable/reliable internet connection is also essential. BNP Paribas Leasing Solutions

Note: BNP Paribas Leasing Solutions is not authorised to provide tax advice. Delegates will be advised to consult an accountant in order to understand the tax consequences of any specific investment decision.

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Negotiating and Closing Deals

“Multiple Touchpoint Selling in the Digital Age”



Negotiating and Closing Deals in the Digital Age 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £145 BSE1-080322-MA-RV 08 March 2022


Delegate Requirements: Course pre-requisites: Course Instructor:

This Remote Virtual Class is a simple introduction to the powerful potential of multiple touchpoint selling for dealers and manufacturers selling to end-user clients. You can increase end-user engagement, territory coverage and activity levels, whilst travelling fewer miles and making fewer physical visits. Better customer service, increased speed of response and more sales; for less cost. By the end of the course, delegates will be able to take the following key factors into account when planning and managing their sales relationships:

• Defining “multiple touchpoint selling” and why it matters Essential tools list for negotiating and closing in the digital age Selecting the right touchpoint for the right stage of the deal Social media as an embedded part of the sales process

• The video walk-round, the fact sheet and winning deals Configuring and negotiating quotes live and remote with confidence

• Closing face to face, while miles apart Delegates should ideally be in an end-user sales or sales support role PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone, Webcam Stable/reliable internet connection Maple Associates Ltd

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Recruitment and Retention

“How to find, employ, motivate and keep the best people”


Course Title: Recruitment & Retention

Duration: 2 Days Location: AEA Training Centre, Peterborough [In person]

Course size:

Max 10 people

Cost per day: AEA Members £297 per day Non-members £360 per day

Course Code: PED1-090322-MA-PE

Course Dates: 9 March – 10 March 2022

Course Objectives: In this course we will discuss and explore the importance of recruiting properly, creating a meaningful and worthwhile workplace where business performance goes hand in hand with personal development. Also, how every company, big or small can retain those employees with talent and potential.

Course Content: Defining the role and the right person for the Job, finding candidates & growing our own, the recruitment interview, getting off to the right start, defining career paths, why people leave and why people stay, industry-specific retention strategies.

Course Outcome: By the end of this course delegates will be able to feel confident about how to hire and/or grow the right people and importantly how to motivate them, develop them and retain them in the business.

Delegate requirements: Delegates should be in a position where they hire and manage people in the business, regardless of discipline sales, service, parts, admin and regardless of business size. So this course will be very useful to dealers as well as member companies.

Course Instructor: Maple Associates Ltd

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Building Better Performance

“Lessons from Covid-19”


Course Title: Duration: Location: Course size: Cost per day: Course Code Course Dates:

Building better performance 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £145 BPL1-110322-MA-RV 11 March 2022

Course Objectives: Course Outcomes: Delegate Requirements: Course pre-requisites:

Course Instructor:

This Remote Virtual Class has been designed to help manufacturers work with their dealers to achieve more predictable and sustainable performance outcomes in sales and aftersales, based on some of the lessons learned during the enforced changes experienced by the industry during the Covid-19 outbreak. By the end of the course, delegates will be able to take the following key factors into account when planning and managing their dealer relationships:

• The importance of understanding, agreeing and using basic KPIs

• Agreeing shared action plans with mutual engagement

• Agreeing simple processes to support each KPI

• The use of rolling shared-agendas to manage progress

• Bite-size online support & input to aid change and improvement

• Multiple touchpoint dealership support for the long-term

• Agreeing and managing the correct cadence rate for your relationship

Delegates should ideally be in an area management or dealer support role where measurable dealer performance outcomes are a requirement of the role.

PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone, Webcam Stable/reliable internet connection Maple Associates Ltd

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Delivering Effective Demonstrations

“Making demonstrations pay”



Delivering Effective Demonstrations 2 Days AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 per day Non-members £360 per day MSE1-240322-V1-PE 24 March – 25 March 2022

Course Objectives: Course Outcomes: Delegate Requirements: Course pre-requisites:

Course Instructor:

This course has been developed to address one of the perennial challenges that manufacturers and dealers encounter with frustrating frequency: How do you make the investment in shows and machinery demonstrations pay? The course will focus on the management and staff behaviors and actions necessary for success. If you’ve ever been to a poorly planned demonstration, or witnessed the huddle of staff talking to each other, or wondered exactly who followed up the leads and what were the outcomes, then you know how common the problem is. By the end of the course delegates will be able to:

• Understand the key stages of demonstration planning and execution

• Understand best practice principles for converting the demo to a sale

• Design & implement demonstration planning and feedback tools

• Identify best practice in show stand management and staff standards

• Understand how to plan and manage staff roles at shows & demos

• Understand how to ensure that all leads are correctly managed

Delegates should be in a role which directly manages or impacts on those involved in demonstration and show planning and delivery, both at supplier and dealer level.

Delegates should agree personal objectives with their manager. VFM Associates Ltd

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Managing Staff for Performance

“How to manage individuals and teams for improved workplace performance”



Managing Staff for Performance 2 Days AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 per day Non-Members £360 per day MED1-050422-MA-PE 5 April – 6 April 2022

Course Objectives: Course Outcomes: Delegate Requirements: Course pre-requisites: Course Instructor:

This course has been designed to provide delegates with a set of tools, both informal and formal, to help work closely with each member of their team and support them in reaching their real performance potential in the workplace. We will explore a range of approaches to managing the performance of others. It would be impossible to build and sustain the performance of a whole team simply by focusing on individual needs and capabilities, so we will address team performance as well as that of the individual during this course By the end of the course delegates will understand or be able to:

• Manage and motivate staff to improve their performance

• Adapt their management approach to the needs of the situation

• Plan and implement informal coaching support

• Plan and implement a formal Performance Improvement Plan

• Conduct an effective appraisal using a simple appraisal process

• Understand Grievance, Disciplinary and Attendance processes

• Understand how to build team performance

• Conduct team meetings, briefings and reviews Delegates should be in role with direct reports they are responsible for, or on a development pathway into one of those roles. Delegates should agree personal objectives with their manager. Maple Associates Ltd

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Understanding and Managing Stress

Stress and its impacts on health and productivity. Some key coping mechanisms



Understanding and Managing Stress 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £150 PED1-140422-V1-RV 14th April 2022

Course Objectives: Course Outcomes: Delegate Requirements: Course prerequisites: Course Instructor:

Stress is one of the biggest influencers on mental health and work attendance. If it goes un-checked it can lead to physical illness and a serious reduction in company productivity. Stress can be managed and controlled using the right strategies so this webinar will help to create awareness and start this journey.

After completing the training, participants will have acquired the necessary knowledge to understand the impact of stress in the workplace, know how to recognise the different types of stress and the key stimulators for unhealthy stress, understand how to manage mindset and become aware of the key stress coping strategies.

This training is applicable to any employee. PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone Webcam Stable/reliable internet connection VFM Associates Ltd

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Parts Retailing and Marketing

“Maximising sales, profit and efficiency in the parts department”



Parts Retailing and Marketing 2 Days AEA Training Centre, Peterborough [In person] Max 10 people AEA Members £297 Non-Members £360 MCS1-030321-V1-PE 20 April 2022 – 21 April 2022

Course Objectives: Course Outcomes: Delegate Requirements:

Course Instructor:

• To help the participants understand how to approach the parts department with a view to maximising sales opportunities both in the showroom and remotely

• To ensure participants have a clear understanding of the fundamental principles of sales and marketing in the parts department

• To understand how to maximise face-to-face and telephone sales opportunities

• To understand and make plans for an efficient retail display area which maximises selling opportunities and makes the most of displays

• To understand how to develop promotional parts campaigns with a view to optimising their success and financial results

• To be able to identify the key opportunities to develop your sales in the parts department

• To be able to target your sales and marketing initiatives with a view to optimising results

• To deploy successful parts marketing campaigns

• To engage your parts employees in the sales process This course will be most beneficial to participants who currently, or will in the near future, manage a parts department. VFM Associates Ltd

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Selling Skills – Selling through dealers

“Maximising Sales Performance of Dealers”



Selling Skills – Selling through dealers 2 Days AEA Training Centre, Peterborough [In person] Max 10 AEA Members £297 per day Non-Members £360 per day MSE1-210422-V1-PE 21 April 2022 – 22 April 2022

Course Objectives: Course Outcomes: Delegate Requirements:

Course pre-requisites: Course Instructor:

• To help a supplier maximise sales opportunities when selling through dealers

• To understand the sales process and where they can add value with their dealers

• To understand how to coach dealer sales people with a view to improving performance

• To understand how to monitor sales performance through the dealer channel

• To increase the perceived value of the supplier in order to maximise sales exposure.

By the end of this course the delegates will have a clear understanding of the sales process and how to enhance this through their dealer channel. They will understand how to maximise the effectiveness of their dealer interactions through effective planning and communication techniques. They will have the key skills required to coach dealer salespeople to become more effective and create a positive impact on their brand.

Delegates will most likely be working in a selling or territory management role with a supplier company usually heavily reliant on sales through dealers.

There is a one-day Advanced level of this course, it is requirement to complete this course first. VFM Associates Ltd

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Giving Constructive Employee Feedback

How to provide constructive and motivational feedback



Giving Constructive Employee Feedback 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £150 MED1-100522-V1-RV 10th May 2022


Employee feedback is defined as a process of giving constructive suggestions to the employees by their reporting managers, supervisors and peers. Most managers don't provide enough feedback and when they do, they tend to make it negative or too vague and the importance of the feedback is lost. Delivering feedback is a critical aspect of a managers role. This web based training will arm the manager with a practical set of guidelines and tools to provide effective and motivational employee feedback.

After completing the training, participants will have acquired the necessary knowledge to understand: Why employee feedback is important and becoming more so. How the brain receives and processes feedback and information. How to prepare to deliver feedback and how to deliver candid feedback

This training is applicable to anyone who has people management responsibilities PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone Webcam Stable/reliable internet connection VFM Associates Ltd

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Effective Virtual Customer Management

Developing Virtual Skills for Managing Customer Relationships



Effective Virtual Customer Management 2 Hours Virtual Training Room [On-line] Max 10 people AEA Members £120 Non-members £150 MCS2-170522-V1-RV 17th May 2022


Develop an understanding of how customer behaviour can differ when using virtual communications and how to implement strategies that maximise the outcome. Create an awareness of differing personality types and how to manage them remotely. To provide you with an understanding of, and solid process for, managing customer objections. After completing the training, participants will have acquired the necessary knowledge to: Confidently manage remote/virtual customer communications and handle customer issues in a professional and positive manner. Participants should be working in a customer handling role in any area of the business and have the responsibility of managing customer needs and expectations. PC/Lap-top computer in a quiet, remote environment Earphones with built-in microphone Webcam Stable/reliable internet connection VFM Associates Ltd

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Registration & Enrolment Form

Course Title:

Course Code:

Course Date:

Purchase Order No:

Course Cost Per Day £

Total £

Delegate Name:

Delegate Email:

Delegate Phone No:

Delegate Company:

Company Address: Details of your training contact / person completing the form

Name:

Email: Phone:

Signed:

Date:

Return the form to Angela Barnatt on [email protected] or phone 01733 207602 This registration form indicates the delegate’s intention to attend the course identified within this document. A confirmation together with invoice for the full amount will be issued upon receipt provided a place is available; if not the delegate’s name will be placed on a standby list and the delegate will be notified accordingly. The invoice will be given a due date of 30 days prior to the start date of the course at which time it is payable in full. Receipt of payment will guarantee the reserved place and joining instructions will follow shortly before the start of the course. Please note that all prices exclude VAT.

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