High Impact Selling Skills

Produce Consistent Results | Grow Revenue

Conducted by:
Shahrukh Moghal MIMM HRDF
Member – Institute of Marketing Malaysia
Certified Trainer – EMP /1654
By Human Resource Development Fund
Ministry of Human Resources, Malaysia

18/12/2019

Quality Input Resources Sdn Bhd (1092868-T)

7-15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia.. 1
Whatsapp: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com
 Training Objectives

Introduction

Sales professionals in the Meetings Industry are a unique breed that has to be thick skinned to deal with
objections and sales rejections to get their venue booked. MICE Events sales executives need amazing
self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of
objections to find appointments & sales day in and day out. They need to be professional listeners and
eloquent speakers. They realize that they can only survive in this high pressure environment if they begin
to look at the world through their customers’ perspective and act accordingly. They employ proven rapport
building techniques to gain trust and prosper. They are masters at the ability to create pictures in the
prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp
consultative selling skills to solve customer problems through offering the most beneficial solutions.

Sales Training Objectives Appointment setting through cold calling – We shall

• Establish and maintain long term and profitable
relationships with both existing and prospective clients
• Up-sell and Cross Sell other products
• Improve questioning and listening skills
• Identify customer’s real emotions, needs and match with
appropriate benefits.
• Sharpen their closing skills in order to clinch the sale.
• Handle objections effectively and treat them as new
opportunities
• Build better relationships with difficult prospects using
empathy
• Seek buying signals and act accordingly
• Get past the 1st 20 seconds of a cold call with confidence &
skill
• Acquire new appointments through cold-calling
• Experience substantial increase in New Sales
develop a cold calling script for responding to enquiries
or making calls in order to clinch appointments
This script shall include:
• Getting past the 1st 20 seconds of the cold call
• Selling, upselling & cross-selling related products.
• Impactful call opening dialogue that reduces the risk
of early rejection in a cold call.
• Probing questions to uncover pain points and growth
aspirations
• Emotional benefit statements that generate positive
responses
• Closing questions and objection handling dialogue
relevant to the actual objections encountered on a
daily basis
2
 Training Outline
DAY 1 DAY 2
Review of the required elements of a Sales Capability The Science of Persuasion
VIDEO: The key to Persuasiveness
 Attitude 6 Emotional Factors that influence us to say “YES!”
 Skills Group Exercise: Develop statements to use during sales presentations
 Knowledge that incorporate the 6 Emotional Persuasion Factors in the sales mix
 The Consultative Selling Approach
Persuasive Body Language for face to face selling
Active Listening
Slide presentation: Body Language Impact & Strategy
This activity is designed to help participants understand from Exercise: Synchrony vs Dyssemia
within, the importance of listening effectively and improving
in this area. Cold Calling expert dialogue: Developing a benefit-based
(Activity-The Diagram) appointment setting dialogue that generates TRUST
Developing an active listening dialogue Impactful opening statement, getting past the gatekeeper, probing
questions, Persuasion statements, benefit statements, cross selling
Empathy – Video presentation questions, testing the water questions, closing questions, strategic
ending statement.
Understanding customer’s perspective, emotions, wants and
needs
Learning to use empathic dialogue to develop trust Handling objections – TYPES OF OBJECTIONS
VIDEO: 9 Common Objections
Probing Skills VIDEO: 'I want to think about it.' 'I want to think it over.'
General sales resistance
The art of asking the right questions to identify and Unspoken objections
understand underlying customer issues Excuses
Probing beyond the obvious Inadequate information
Activity – Airplane Contract Subjective or personal objection
Objective or product objection
The last ditch objection
Professional / Articulate Speaking

Communicating through phone Strategizing responses to objections

Articulate speaking Creating your own objections list
Mastering and Applying Voice Characteristics Strategizing rebuttals and responses
Tone, Pitch, Rate of Speech and Volume Moving into closing
(Activity-The Blindfold)
Role play: Sales presentation by selected participants according to time
3 availability. The trainer shall provide critique and encouragement.
 Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber
Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of
experience servie and sales training. He conducts Certified Contact Centre
Professional program subsidised by HRDF under its Graduates ENhancEment
pRogrAmme for Employability (GENERATE) scheme for fresh graduates. The
experiences that he has injected into his customer contact training and
consultancy date back to 1990 when he began his career as a sales, then
service agent in the United States. Subsequently, he moved up the ranks of
Shahrukh Moghal agent to team leader to internal trainer over a period of 6 years. Since then,
MIMM
he has been actively involved with developing agent and team leader skills
HRDF Approved
within sales and service teams in a multitude of industries including Media,
Banking, Insurance, Telecommunications, Manufacturing, BPO companies,
Pharmaceutical Sales Companies, Software Developers and more. This
experience as a Call Centre and face to face service and sales trainer and
project coordinator has been instrumental in the development of his
understanding of front-line staff and team leader psychology, what drives
each position and how skills are developed in each area.

He is a member of Institute of Marketing Malaysia and is chosen to conduct

sales & customer service programs organized by IMM. Shahrukh is the man
behind The PLEASE!™ and LEAP!™ Workshops which train frontliners to
implement winning Customer Interaction Tools such as to Probe, Listen,
Empathize and Articulate. The PLEASE!™ Workshops are suitable for any
executive who interacts with customers regularly. Especially in Contact
centre customer service, Face to face customer service, Telesales and Debt collection through phone. The LEAP!™ Workshops
are suitable for professionals such as Doctors, Lawyers, School Teachers, University Lecturers and more in their quest to engage
their patients, clients, students etc. during the communication process. His training sessions are filled with an air of positivity
and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!!

Shahrukh’s Customer Service Mindset training in URDU: https://youtu.be/kvPKDyl3paU

Shahrukh’s youtube channel: https://www.youtube.com/user/shahtrainer/videos
Everything about Shahrukh’s training programs: http://www.contactskills.com/shahrukh-moghal-training.html
To view TESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html

Quality Input Resources Sdn Bhd (1092868-T)

7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia
M: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com
 Shahrukh’s clients
1. Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader 39. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
assessment and training 40. Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
2. Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training) 41. HRDF – PSMB Call Centre Customer Care Excellence
3. Affin Bank Berhad Call Centre–Telephone debt collection skills 42. Gabungan AQRS Berhad – Communication Skills
4. HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products 43. Marsh Insurance – Call centre customer service skills
5. HSBC Bank Malaysia Berhad Call Centre – CRM Telesales training for the DRM Team 44. Charity fundraising, Donor Acquisition training for the following entities:
6. Hong Leong Bank Call Centre – Telesales & Debt Collection Skills
7. Honda Malaysia Sdn. Bhd. – Call Centre Customer Service MALAYSIA
8. ING Insurance – Employee benefit sales and service skills
9. The Bank of Nova Scotia Berhad – Financial products telesales UNICEF MALAYSIA, MAKNA - (Majlis Kanser Nasional) or National Cancer Council
10. Malaysia National Insurance Call Centre – Telesales training for a Child Education Malaysia, NKF – National Kidney Foundation, WWF MALAYSIA, BUDIMAS – Charitable
plan fund for orphanages, SUKA SOCIETY - Set up to protect and to preserve the best
11. Legend Hotel Call Centre– Time Share appointment and Customer Service training interests of children
12. Palace of the Golden Horses - Time Share Telesales
13. Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales SINGAPORE
14. Malaysian Oxygen Berhad Call Centre – Call Centre Telesales & Teleservice
15. Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training BONE MARROW DONOR PROGRAMME (BMDP), SINGAPORE HEART FOUNDATION
16. New Straits Times– Classified Ads-Call Centre & Face to face service (SHF), World Wildlife for Nature (WWF), Singapore Cancer Society (SCS), Singapore
17. Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills Senior Citizens’ Home (SASCO), Special Olympics Asia Pacific (SOAP), 365 Cancer
18. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service Prevention Society (365 CSP)
19. British American Tobacco – Effective Communication and Selling Skills (Kent)
20. Yellow Pages Call Centre – Telephone Appointment setting Skills 45. BHP Billiton – Customer Service Excellence
21. MNI Oneline Call Centre – Telesales and Teleservice training 46. Aeon Credit Services Sdn. Bhd. – Telesales for financial services
22. Zuellig Pharma Call Centre - Customer Service and Team Leader Training 47. Ekovest Berhad Highway Project – Call centre customer service
23. Eon Bank Call Centre – Debt collection and Call Centre Customer Service 48. Korean Airline – Concentrix – De-fusing angry customers for 2nd support level Team
24. AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training Leaders
25. RHB Bank Call Centre– Outbound Telesales Training 49. Wellings Pharmacy Penang – Customer Service in the Retail Environment
26. Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products) 50. Schenker Logistics – Customer Service Excellence
27. OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking 51. MPI Generali – Customer Service Excellence – Level 1 & 2
28. Bank Rakyat Call Centre – Telesales and Service training 52. ELK Desa Capital Sdn. Bhd. – Debt collection through phone – contact centre
29. SP Setia – Outbound Telesales skills 53. Google Business Partner – Locus-T – Debt collection through phone , Telesales and
30. Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service Customer Service
31. Etiqa Insurance Berhad – Brand Delivery training campaign 54. KWSP – 3 sessions on Debt Collection Skills
32. CSC Malaysia Berhad BPO Call Centre– Inbound customer service agent and team 55. Khazanah Nasional Berhad – Enhancing Customer Experience
leader training 56. BankTechAsia 2018 & BigTechAsia 2018 – Conference Delegate & Sponsorship Telesales
33. Mitsubishi Motors Malaysia – Call centre Customer Service Skills training
34. Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills 57. MCIS Insurance Berhad – Call centre customer service training and consultancy
35. Citylink Express Courier Call Centre– Call Centre Collection & Customer Service 58. UOB Bank (Malaysia) Berhad– SME Banking Telesales Training
Skills 59. Maybank Group Customer Care (MGCC) – Live Chat Customer Support Skills
36. POS Malaysia Call Centre – Pos Laju Call centre debt collection skills 60. Multi Trans Sdn. Bhd. – Telephone Appointment Setting Skills
37. Sunlife Insurance – Call Centre Customer Service Skills & debt collection skills 61. Akademi PKNS – Debt Collection Skills
38. DKSH Malaysia – Call centre agent assessment and one to one coaching 62. Kertih Terminals Sdn. Bhd. – Customer Service Strategy training for HODs.
63. Appraisal Property Management Sdn Bhd – Service Strategy & Culture for HODs
64. Zameen.com Pakistan – Workshop on Customer Centric Mindset & Culture
65. Marriott Islamabad Pakistan – Workshop on Customer Interaction Skills 5
 Marriott Islamabad
Interactive Customer Communication & Developing a
customer centric service mindset
ZAMEEN.COM LAHORE
Developing a customer centric service mindset

Quality Input Resources Sdn Bhd (1092868-T)

7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia
M: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com
6
 Quality Input Resources Sdn Bhd (1092868-T)
7-15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia..
M: 0320-9900959 Whatsapp: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com

Proposal acceptance
We, _________________________________, hereby accept and agree to have Quality Input Resources Sdn Bhd
conduct the session namely High Impact Selling Skills according to the details below:

Program name: High Impact Selling Skills

Duration: 2 days
Conducted by: Shahrukh Moghal – HRDF Approved Trainer
Fee structure: USD2000 per day X 2 days = USD4000
Terms: In case of outstation training, the trainer’s travel and accommodation to and from Kuala
Lumpur are borne and arranged by the client.
An invoice to that effect shall be submitted upon confirmation of our selection to conduct this
training program.

Proposed by: Accepted by:

Shahrukh Moghal Name:_________________________________

Principal Consultant Title: _________________________________
Quality Input Resources Sdn Bhd Company: ______________________________

_________________________ _______________________________________
Signature Signature & Chop:
18/12/2019