Sales & Customer Service Training

As Vince Lombardi explained, leaders aren't born, they are made. And they are made just like anything else, through hard work. And that's the price we all have to pay to achieve that goal, or any goal.

In essence, if we want to direct our lives, or the success of our staff, we must take control of our consistent actions. It's not what we do once in a while that shapes our lives, but what we do consistently.

One reason so few of us achieve what we truly want is that we never direct our focus; we never concentrate our power. As leaders, we don’t help our staff develop a clear focus and concentrate their power on achieving specific goals.

”Success seems to be connected with action.
Successful people keep moving. They make mistakes,
but they don’t quit.” - Conrad Hilton

HIDDEN CONCEPTS Inc. has developed a unique Sales & Customer Service Training Course which is entirely different than from other sales training course ever offered. Most people who have taken a sales training course (or many) will tell you that they all offer a few of their own unique ideas, but they are still all the same. Typically a facilitator stands in front of the group, and dictates the 7 steps of selling, while everyone writes their notes frantically (or worse they sit in their seat with a blank stare).

	Find out why the conventional training methods don’t work: CLICK HERE
	Find out why the HIDDEN CONCEPTS method is the best method and your obvious choice: CLICK HERE

For further information please feel free to contact us directly.

What Doesn't Work

1. People do NOT learn by reading notes and listening to words. The human brain does not think in words … it thinks in images.
   eg. if I my job is to make you smile, and I TELL you that if you tickle a baby, make the baby giggle, and then watch that baby giggle, it will ultimately put a smile on your face, you will probably shake your head in agreement.
   Unfortunately, even though you agree and comprehend what I am saying, it will NOT make you smile. Now if I lead you to close your eyes, picture you(child/grandchild/niece/nephew/ etc.) at a time when they were just a little baby, and continue to picture yourself tickling the baby with a feather and hearing it giggle…..there WILL automatically be a big smile on your face!
   
   
   
2. People do NOT perform because they are told to. Employees ‘buy-in’ to change, only when it is there own ideas and methods.
   Our training course focuses on leading your employees to understand how they feel when they are a customer in another store, by using visualization methods along with real scenarios that they’ve experienced. This effectively helps them understand and relate to how your/their own customers feel. We then lead your employees to form their own conclusions (while on the sales floor,) as to how they should be treating their customers and knowing what your customers expect.
   
   
   
3. Employees do NOT understand that customers don’t buy based on thoughts and analysis … but rather a customer’s decision to purchase (and increase the dollar value per purchase) is based on EMOTIONS as a result of their experience. The same can be said about the decision for a customer to become a repeat customer. Most often this decision is a sub-conscious decision.
   
   The EMOTIONS are formed as a result of their EXPERIENCE in the store. Good décor, layout, music, atmosphere, and product are all important to the customer experience, but the most significant component of the customer experience, is still the only thing that can not be automated - the interaction with your staff. Our training course will guide your employees through the behaviors and actions that create a ‘customer experience’!
   
   
   
4. We are creatures of habit. Attending a training course is great, however when your staff return to their stores, they are going to (immediately) return to their same old habits … unless the sales training (and the store Manager) continues to inspire and instill change in their daily habits at work. Our training course provides ready to use methods and ideas for Managers (and staff) to implement immediately, that will continually develop and improve their sales and customer service skills.

Why Our Program Works!

1. 1. We will not dictate WHAT to say (a cookie-cutter sales course)!
• We will lead your staff to define the steps of selling (a sales process, as it relates directly to your company and your sales environment.
  
  
  
2. We will not dictate HOW to say things and HOW to act!
   We will lead your staff to understand:
   
   • What makes your customers buy.
     
   • What your customers expect.
     
   • How your customers feel.
     
   • The best method for creating the EXPERIENCE for your customers.
     
     
3. 3. We will help your staff/Managers:
   
   1. Understand why sales people do not improve and continue to develop.
      
   2. Examine how we are creatures of habit, and how to break our habits, and continue to improve each time we show up for work.
      
   3. Provide ready to use ideas and exercises for Managers and staff to implement immediately, and continue for the long term.
      
      
      
4. We will clarify the ‘real’ value of each employee in your company, and exactly how effective they can be at determining their own success, as well as the success of the company.
   
   
   
5. We will continue to engage attendees to provide information and answers throughout the course. However we also realize that many employees become embarrassed or feel uncomfortable when they are put on the spot. Therefore, we will not make anybody feel stupid, unknowledgeable, or in any way uncomfortable.
   
   
   
6. We will provide workbooks for attendees to follow along with during the course, as well as exercises to take with them after the course is concluded.

Our Approach and how it can help you
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