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29 Jul 2014

A Faster Way to Increase Your Sales

As we know, nothing happens by itself and everything has a cause and an effect.  This causality is explained as Dependent Origination, which means that something is always depending on something else, and without the origin of something, something will not happen.  

The reason is nothing is absolute or permanent.  Everything is relative and impermanent.  Nothing exists on its own, but arises from something else.  Things continue to exist and transform owing to the coming together and dissolution of factors

This natural law can be simply stated as: When A arises, B comes to be.  When A does not arise, B does not come to be. Similarly, when A ceases to arise, B ceases to come to be. In short, without A, there is no B.  With A, there is B. 

So this explains where your business come from.  Understand that there are multiple causes, i.e., many As and Bs.  All these factors interact with one another and each is a cause and also an effect for something else.  The 7 common causes of your business include:
  1. Your sales and marketing efforts
  2. Your reputation in the market, which is determined by how well your customers are served in the past
  3. Your competitors' actions, which may draw business towards you
  4. Your staff actions, which are determined by how skilled and trained they are (for the 9 things that sales training must cover, click here)
  5. Your company's leaders and management decisions and actions
  6. Your business environment and climate
  7. Your customers' state, both monetary and emotional
Knowing Dependent Origination means that we are the masters of our business. All we need to know is to identify the links where we can interfere and manipulate. For example, if there is a lack of sales leads, you can interfere by stepping up your marketing efforts.  

But note that there is no need to find out the first cause, as doing so is not productive as the first cause could be too far away.  Everything is circular and not linear, there is no starting and no ending, only doing.  A faster way is to find out the cause that caused the most impact to the outcome, and we just tackle that would be enough.  For most businesses, the single one factor that cause business would be sales and marketing.  For others, it could be to step up on training.  For training on the 7 effective ways to sell, see here

By Andy Ng of Asia Trainers, details of courses at here.  Related articles:
  1. Fire your customers and make 80% more business
  2. The 71 Costless Ways to Increase Sales
  3. The 9 things that sales training must cover
  4. Heart Selling vs Hard Selling: which is more effective?
  5. A tale of 2 companies in Singapore
  6. The most important element in sales training

28 Jul 2014

A tale of 2 Companies in Singapore

You wouldn't believe this: as much as 60% of small and medium enterprises are struggling to survive in Singapore when the economy is growing at 3% to 4% this year. 

In fact not just SMEs some bigger companies (including MNCs) are also doing badly.  People often asked me: are there ways to turn around this?

Companies that do well usually exhibit the following 6 attributes:
  1. They treat their staff well, not just in salaries but also in development and opportunities for growth
  2. They allow people space, i.e., they don't squeeze until the last drop of juice.  They make sure people work hard but are not workaholic
  3. They invest in marketing and sales, for they know that having the best products will not sell unless the selling and marketing are good
  4. They tapped into the expertise of outside vendors, like trainers and consultants.  They use their expertise often and multiply their intelligences multi-fold
  5. They are not in sunset industries (e.g. traditional printing) or in industries where the cycle is currently stuck in the lows (like music and book retail)
  6. Most importantly, they have proper business models and they strategize and plan ahead and not leave things to fire fighting.
On the other hand, companies that don't do well employ the following tactics:
  1. They pay good salaries for good people but do not give enough opportunities for growth.  The last time they sent their staff for training is usually 2 to 3 years ago
  2. They pressurize people and work till they drop
  3. They don't believe in sales and marketing and think that people will come if their products or services are good
  4. They treat external expertise like their staff and do not tap into their expertise often
  5. They are in growth industries but their growth rates are half of the industry (e.g. mobile phone companies other than Apple, Samsung and Xiaomi).  Some are stuck in the industry's low cycles
  6. Most critically, they don't have a business plan or strategy to bring the business forward.  They rely on past strategies that may not work, anymore, and as a result they are reactive and cannot respond to rapid changes in the market.
By Andy Ng of Asia Trainers, details of sales and marketing courses are at here. Related articles:

27 Jul 2014

Heart Selling and 6 Newer Ways to Sell Effectively

Read 'How to Add Value When Your Price is Higher' at here
As we know, the world cannot live without selling. Yes, we can live without the internet and smartphones but ultimately someone must sell something for the ball to start rolling. 

Selling is defined as the offering to exchange an item of value for a different item.  The original item of value being offered may be either tangible or intangible.  The second item being exchanged must be seen by the seller as being of equal or greater value than that being offered for sale, otherwise there is no exchange.  Of course the second item are mostly money but it can also be another item, tangible or intangible.  If you sell something in exchange for something other than money, it is called barter trade.

The 7 most common types of selling that we teach in our sales courses include Attraction Selling, Team Selling, Consultative Selling, Relationship Selling, Action Selling, Hard or Push Selling and Heart Selling

1.  Attraction Selling
This is often called Magnetic Selling, Zero Resistance Selling, Pull Selling or Selling Ice to the Eskimos.  It simply means that the seller does not go after buyers but instead attracts or pulls them toward him.  Those selling a special good or service where the value cannot be determined easily, like professional services, consultancy or training, often use Attraction Selling.  The advantage is that the seller is seen as more desirable as the buyer approaches him instead.  The drawback of attraction selling is that it can lead to slow or uneven business flow.

2.  Team Selling
Here instead of one person selling, the vendor uses a team to sell.  The team comprises of people from sales, sales support, management, administration, technical support, finance and even the experts from research and development departments.

The Amercian Society for Training and Development ASTD said that Team Selling is a holistic business system that will effectively develop, manage, enable, and execute a mutually beneficial, interpersonal exchange of goods and/or services for equitable value.

3. Consultative Selling
This is another name for Problem Solving Selling or Solution Selling, where the salesperson will seek out the problems (implicit and explicit) of the prospect and ties what he sells to the problems. The most common approach in Consultative Selling is SPIN, which stands for Situation, Problem, Implications and Needs/Payoff.   We have a course Successful Selling Strategies that teaches this approach. 

4. Relationship Selling
Sales is based on relationships, which can be personal relationships or through referrals.  Multi-level marketing, insurance, direct selling and real estate selling are all based on Relationship selling.  The highest level is Guanxi Selling, where selling is based purely on intimate relationship or guanxi in Chinese

5. Action Selling
Founded in 1990, Action Selling has dramatically increased sales productivity for more than 3,000 companies and over 350,000 salespeople worldwide through Action Selling Sales Training and Sales Certification Programs. Headquartered in Minneapolis, USA, Action Selling is internationally known for its strong intellectual property and excellence as a strategic sales training solution and resource. Action Selling creates a culture of sustained business growth in any industry through its research-proven selling process; an easy-to-follow road map that shows salespeople how and when to use the five critical selling skills that have been proven to drive sales success. When used, these skills consistently win the sale, shorten sales cycles, protect margins and cultivate loyal customers.

6. Hard or Push Selling
As the name implies, Hard Selling or Push Selling is used when the customer is uncertain and needs a good push to close the sale. It is not to be confused with Manipulative Selling, which is to manipulate and cheat the customer to get the sale.  Hard or Push Selling is not unethical too, and when work with Targeted Selling, Hard Selling is a very effective tool to get the sale as it saves time, team and money.

7. Heart Selling
The focus in Heart Selling is on Connections and how the prospect's heart is touched and moved by the sellers's sincerity, conviction and emotions.  Heart Selling is used in charity fundraising and in situations where the seller is desperate to close the sale.  If used effectively, Heart Selling brings in long term customers because the vendor has to establish a very deep connection with the buyer and creates a cult-like structure that nothing can replace the vendor.  In fact Apple, Coca-Cola and McDonalds' represent the best examples of Heart Selling.   Who can resist affairs of the heart as it is the heart that makes us act?

By Andy Ng, whose courses on sales have reached a wide market and turned into 2 DVDs: Magnetic Selling and Abundant Blue Sky Strategies.  Related articles:

26 Jul 2014

Get Confused Now to Learn More

Either you fire them up you'll have to fire them is at here
My background in retail sales since the tender age of 5 has taught me one important lesson: never take anything for granted.  Never believe anything at first instance, not even your own perception.

Whether you're dealing with staff, candidates, voters, suppliers, contractors, customers, children or bosses, the first step to getting anything done is to understand your customer.  Customer here refers to people you're serving now, which could anyone of the preceding statement.  

To understand your customer, you must open your mind fully to what he says and how he says it.  To do this, you must go beyond your own experience, knowledge and skills.  You must get confused. 

When you are confused, you will seek clarification, and you will ask questions.  Like, "What does that mean?  Why is he doing that?  What's going on?"  That's confusion!

Confusion is a state of learning.  If you think you already know the answer, you are not open to learning.  If you are confused, you will seek knowledge.  

Confusion is as much a state of mind as happiness or sadness is.  If I tell a joke, you laugh, and the joke has stimulated the state of happiness.  When I confuse you, I have stimulated you a state of curiosity.

So my friend, the more confused you are, the more you learn!  Anyone is confused now?  Great!  By Andy Ng of Asia Trainers, whose courses on Sales and Management have confused and enlightened over 81,131 people in 13 countries since 1996. Click here for list of courses and read related articles by clicking on the titles below:
  1. If you don't fire your people up, you'll have to fire them now
  2. Train your people to be HP Employees
  3. The most terrible thing about Leadership by Example
  4. Working hard is more fun than working soft
  5. If you can resist this offer, you are not human!
  6. The most confused leader in the world - Genghis Khan - and his secrets

23 Jul 2014

Train Your People to be High Contribution Employees

Many courses teach people to communicate well, have good teamwork and be efficient in their work.  There are many trainers that teach employees to take initiative and how to work smarter, not just harder.  Some bosses requested that employees must be trained to be high contribution employees or they're just a cost, not a value contributor.

To train your people to be high contribution employees, you need to equip them with the following skills:
  1. How to think the right and only way - value add, not just work
  2. Working well as a team, especially coping with colleagues that are slower or faster than you
  3. The do's and don'ts of contributing more to your employee
  4. Six ways to boost profits or value of your employer:  Increase sales, Lower Cost, Increase Productivity, Improve Cash flow, Reduce risks and Improve Profit Margins
  5. Creating Sustainability in your efforts - how to de-stress and re-energize
  6. How to Get More Customers and Get Customers to Buy More without dropping your price
  7. Toast for Change - what are the things to change, when and how to change
  8. The Ultimate in Contributing More: Use your Hearts to Work Heart, not Work Hard
Ideally the entire company including the bosses should attend this very enriching and useful course.  Here we impart not just theories but also the practical strategies that could be undertaken immediately in the company.  In short, this is a highly entertaining and practical course.  On top of that, we provide a post-training free review one month from training date.  Click here for details

How Everyone Can Add More Value to their Employer Without Staying back Late
Date   :  13-Mar-15 ,  9 am to 12.30 pm (Fri)
Venue : The Plaza 02-346 7500A Beach Rd   
Fee :$199 each, $149 each for 2 & above; $129 each for 5 pax & above; $99 each for 10 pax & above; $80 each for 15 & above. $60 each for 20 and above
You work hard and expect your boss to pay you higher salary to catch up with inflation.

Unknown to many, bosses are willing to pay higher salary if their employees can help them in 6 ways: increase sales, lower cost, reduce risk, improve cash flow, and be more effective and increase profits.

This course, taken from our multi-day consulting projects, gives you the strategies and ideas that others paid thousands to acquire. It is NOT for people looking for instant success but sustainable success

Note: PIC 60% Cash Grant is available for this course. Call 6225-1784 now
Power-packed Contents Include:
1. Why most people are stuck in their job and how
2. The Rules of Contributing More to your employer
3. Top 6 Ways: Increase Sales, Lower Staff Cost, Reduce risks, Improve Cash flow, Cut Expenses and Enhance Profit Margins
4. Top 50 Strategies on the above (include your case study)
5. We-Will-Not-Back-Down concept to execute the above
6. Creating sustainability with 1 Idea from John Maxwell
7. Toast for Change game
8. The Ultimate in Contributing More: Use Your Heart and how
1. Powerful Ideas that are will pay you dividends
2. Immediate workable ideas for your company
3. Untie the Knot to Your Daily Challenges
4. Know how to Increase Sales without more cost
5. Quantum leap in your productivity
6. Get yourself and your team Highly Inspired
7. Happier Work Environment for Years to come
For Who to Attend:
1. Managers, Supervisors and Department Heads
2. General Managers, Directors, MD and Chief Executive Officers
3. Employees below the rank of Manager
4. Self-Employed and those that sell on time
5. Students and Housewives that want to Improve their Lives

Related articles:

22 Jul 2014

7 Ways to Create an Irresistible Offer

This parking charges appear to be cheap when in fact it is dear
An irresistible offer is one offer where no one can resist it, unless you are the seller. There are 7 ways to create an irresistible offer without dropping your price:
  1. Relief - frighten people first with a higher price, then announce your price, which is so attractive that it gives people instant relief 
  2. State in the smallest term - per half-hour instead of per hour, per second instead of per day
  3. Huge benefits - where the benefits are so huge that any price will be considered ridiculously low. Like our courses where you can get PIC 60% cash back, plus guarantee on results
  4. Alleviates Pain and Satisfies a Deep Desire - The deeper the pain and the desire, the better. That’s because all good offers are emotionally driven. People don’t buy things for logical reasons — even the most logical purchases include some driving emotional reason underneath
  5. Social Proof - based on results and testimonials of others.  Like Facebook uses its over 1.4 billion users worldwide to prove that internet marketing works
  6. Create an Astonishing Guarantee - mere money-back guarantee does not work any more, you must give a guarantee that is so astonishing, like 'during your great grandchildren's lifetime you are not satisfied with our product, claim it from our USA government'
  7. Add a Benefit that Money Cannot Buy - like true love, turn back the clock and track record. 
For those that want to learn how to do Irresistible Selling and Sales Follow-Up Success, come for our 2 courses in early August 2014. Click here to see details.  Related articles:

20 Jul 2014

The Frightening Thing about Leadership by Example

Everyone says the best leadership is leadership by example. So I see some bosses go all the way down to the ground, and many even below the ground.  They work, suffer and toil as hard as the workers.  Some think that leadership by example means the boss accepts the same pay as the staff.  Others say that the leader has to arrive at the office earlier than everyone and leaves later than everyone. There are some who assert that a leader is leading by example when he is there to solve all the team's problems and assumes all blames.

If the above principles of leadership by example is true, who wants to be a leader?  The leader is the worst of all, he suffers the most and enjoys the least.  No wonder many people in Singapore are afraid of stepping up as they fear leadership by example. 

Truth be told, leadership by example is none of the above.  If you follow great leaders like Genghis Khan, Steve Job and Sun Tzu, you'll realize that leadership by example is about one and only thing: are you willing to do what you asked your people to do?  But that does not mean that you must do what you've told them.  Because leadership is about delegation: if you do everything the same as the staff, you're not a leader but just a worker!  A leader's job is more than doing work, he has so many things to do that's why he must delegate.  

Leadership by example is about the following 7 things:
  1. Stand in front of the people, not behind. This means that you must be seen to be the leader at all times.  If people are uncertain, the leader cannot stand behind the followers, he must step up and be at the front to show people that despite of uncertainty, he is there to lead.
  2. Being Responsible for all the results, regardless of whether you have delegated them or not.  This means taking the blame, but credit would most of the time goes to the team so as to motivate the team. 
  3. Taking Risks (chance that things may go wrong)
  4. Make Service to Others as the Highest Purpose.  This means the leader is a servant, but he serves his team by adding value as a leader
  5. Innovate and Create New Ways of Doing Things that ADDS VALUE.  If the leader is always doing the same way as before, why does the team need him?  
  6. Make People Better than Themselves.  This is obvious, that's why people need a leader for they want to become better.
  7. Be a Role Model.  Think, act, speak and behave like a leader and do the right things.  
By Andy Ng, creator of the Leadership with Sun Tzu Art of War and Psychological Leadership courses.  Click here for the next run on 31 August 2016 Wednesday 2 to 6 pm - Leadership with Sun Tzu Art of War. For list of courses, see here. Related articles:

19 Jul 2014

The Ultimate Secret to Success in Business and in Life

As I learnt from Master Hsing Yun:
A loser is one whose passion lasts only five minutes.  A winner is one whose passion lasts through the final five minutes.

When it comes to business, many define making money as success and losing money as failure.  Scientists define success as proving a theory.  When Argentina lost the World Cup to Germany, some called Argentina losers as they believe that the winner takes it all and the loser stands to fall. 

At least the above beliefs are still better than those who believe success of failure lies in geomancy, destiny, supernational power or some other people's bad intentions. 

In reality the condition of achieving success or failure lies in us - whether we are fully competent or not. 

The businessmen who does market research thoroughly has rich capital resources coupled with good opportunities will undoubtedly yield good profit.  A staff that is well trained who works diligently and passionately with a strong ambition will achieve success in career.  For those that want to know how to work hard, read this article at here

What you plant and how you plough determines what you can harvest.  The effect of what you've received is the result of what you've cultivated.  If you plant banana seeds, you'll get bananas.  Now you can plant seeds of happiness in your workplace in these 7 ways (details at here).  

In short, we are the ones who map out our own success or failure. The condition for attaining success lies in us - whether we are aware of this or not.  
By Andy Ng, details of courses at here.  Related articles:
  1. How to apply learning immediately
  2. Good bosses, bad bosses
  3. 3 Easy ways to transfer experience from one to another
  4. The 6 things that everyone should be doing now
  5. Meet the World's Greatest Leader Genghis Khan
  6. How to work hard without making your work hard

17 Jul 2014

How I Laugh My Heart Out When I Work Hard

A good manager or leader is one that makes people work hard, not make people's work hard.  Working hard is indeed a virtue, but in today's world of smartphones and smartness, many equate working hard to be not working smart.  This mistaken belief arises because most people treat work as drudgery and an necessary evil. 

If you treat work as enjoyment and play, you would work hard because working is playing.  Understand that working hard is actually diligence, but it is not blind diligence, which is simply being a workaholic and work hard until work becomes very hard.  Those who know will tell you that if you really work hard, work is not hard at all but very easy.  Those that find work hard are those that are not working hard enough to find the joy in their work.

There are 7 situations that you too can work hard and yet have an joyous time:
  1. You work on your Passions, whereby every working minute is actually passionate and full of positive emotions.  Like I do training almost every day, yet I find training to be fun and not hard work at all, because my passion is to share.
  2. You work smart, which simply means Systematized Methods that Add Real Takings, that is, you areefficient and effective, making good money along the way
  3. You work on your calling, which is an inner sense of responsibility that makes you just want to do it.  This calling is more than your passion, it is an extension of you. 
  4. You enjoy working with people, which is what working is about.  If you love people and like to help people, working with people is a joy.  You can go to great lengths and deal with all kinds of people without getting negative feelings.
  5. You are Adding Value in your work, and as a result you are making good money in your work.  In this case you will want to earn more and thus work hard, right?
  6. You are Getting into the Flow of things, where time passes without you realizing.  People in the flow find that work is effortless, because it is so smooth and totally in line with your inner being.
  7. You Have a Strong Sense of Purpose, where you will get limitless energy and able to go on when everyone quits.  A strong sense of purpose is what keeps people awake, and it will make your work purposeful, and you will just go on working without having mental fatigue.  Work is not hard at all but very meaningful. 
If you do not have any of the above 7 situations or experience, work will continue to drain you.  Know that if you will find work hard, it is hard for you to work hard.  For people that are enjoying their work, they will want to prolong their enjoyment, thus they will work hard and find work not hard at all.  

By Andy Ng of Asia Trainers, details of courses at here. Our other articles on work include:

14 Jul 2014

Apply Learning to the Workplace Automatically

With government giving 60% cashback or 400% tax deduction under the PIC (Productivity and Innovation Credit), it is a no brainer to send your staff for training.  However, many people are holding back not because they don't see the value in training, but they are afraid that the staff will not apply the learning in the workplace.  In short, they still can't see the tangible benefits of training. 

Truth be told, unless you do the right steps, most staff will not apply learning to the workplace.  This is because most people see training as a welfare and not a part and parcel of their work.  In fact many bosses do not even do post-training review, and if there is no such review, why would the staff bother to apply the learning?  The following are the 4 Right Steps to Apply Learning in the Workplace:
  1. Before the training, let the staff know that the training is intended to make their life better, not just life at work.  Let them be aware that what they learn will benefit them for a lifetime, and your objective is to develop them through such training
  2. During the training, ensure that they ask good questions from the trainer and also take down notes that may not be in the handouts.  I always enjoy questions from trainees, they make the training session livelier and time passes very fast when there is fun and life
  3. After the training, ask them what are the top 3 points that they will apply.  Most trainers will have a segment for application, and for us, we even include a one-page '30-Day Action Plan' and inspire our trainees to complete that during the class
  4. One month after the training date, check with the staff again to see what are the learnings they have applied and the benefits.  If there are no benefits, it means that what they learn is not useful and please check with the trainer to see what went wrong
By Andy Ng of Asia Trainers, details of management and sales courses are at here.  Related articles:

13 Jul 2014

How Good Bosses end up becoming Bad Bosses

Are you a good boss?  Given a chance, would your employees want to work for you?  Most importantly, are you able to make people better than themselves, or make people better for just yourself?  

Make no mistake: the best bosses could also be bad bosses at times.  The key to being a good boss is how to Be the best, and learn from the Worst.  Taken from our all-time best-seller new course How to Be a Great Boss and books from Robert I Sutton, there are 5 things that you have to do:
  1. Don't Crush the Bird.  Managing people is like holding a bird in your hand.  If you hold it too tightly, you'll kill it. But if you let loose, you'll lose it.  Indeed managers that are too aggressive will damage relationships and managers that are too passive and not assertive enough will get people climb over their heads.  Like salt in a dish, too much will overwhelm the dish; too little is similarly distracting; but just the right amount of salt will leave an unforgettable experience. That's why sometimes it's best to leave people alone, no management could be best management
  2. Grit, not Greed, Gets You There.  The best bosses think and run like they're running a marathon, not a sprint. That's why perseverance, not just persistence, will deliver you results over the long term.  Gritty bosses are driven by the nagging conviction that good can be better, and they're never satisfied with with 'good enough'.  But how does such a strong conviction make the team do better and not stress them out?  Look at the next point...
  3. Small Wins Lay the Path for More Wins.  Having long-term goals, and doggedly working toward them day after day, is a hallmark of gritty bosses.  Big, hairy, audacious goals set the direction and energize people, but if you only have such big goals, you are merely a tyrant and will tire your people out easily.  What makes people able to move on despite difficulties is the feeling of victories, and small, periodic wins definitely out-win big end-of-period wins. The best bosses break down problems into bite-sized pieces and inspire people to achieve them without much difficulty.  Doing so instils confidence and equanimity, and spurs immediate action.  
  4. Beware of the Toxic tandem, where bosses because of their power becoming over-bearing and watch over every little step of their employees.  Doing so will reduce your people to merely robots, they will naturally 'out-perform' when you're there, and once you are absent, they will not only not perform, they will actually make severe mistakes that you may never recover. They called this the poisonous toxic that create cancers in your team!
  5. Love Them or Lose Them.  Great bosses see their job as getting on peoples' backs and protecting people's greatest asset: their self-esteem.  They care and love their team, but never get into any loving affection.  The 4 ways to professionally love people at work are equanimity, kindness, empathy and joy. Grab the hidden details at here.
By Andy Ng, the creator of How to Be a Great Boss course, where the next run is confirmed on 7th August 2014 Thursday 2 to 5.30 pm.  Limited to 15 seats, so register at here or text to Andy at 8201-4347 if you want to runs this course in-house at no extra cost. For courses and their costs, visit here.  Related articles:

3 Smart Switch Steps to Transfer Data from Smartphones to Human Beings

Just changed your smartphone and want to quickly transfer all your data like Contacts, Messages, Photos and Music from one phone to another?  Whether you're switching from Samsung to iPhone or from Samsung to iPhone, download this app called "Smart Switch" and you can easily transfer files in just 3 simple steps:
  1. Activate Smart Switch app on both devices
  2. Select what you want to send from one device to another
  3. Send the data and check on the receiving device if everything is in order
How about transferring of learning, whether from training courses or from teachings from experienced staff?  Just follow the following 3 simple steps:
  1. Make sure both have the same software, which in this case means both must have the same mindset.  Like in our courses How to Be a Better Manager and Sales Power, we told the participants at the beginning of the course that the only mindset to have to ensure you can transfer learning to the workplace is "Just Do It".  To make it easier for the trainees, we provide free coaching via SMS, e-mail or phone calls at no charge as long as they attended our course within the last 12 months
  2. Sender must decide what to send based on the recipient's readiness.  You don't teach people everything, you teach them what is most useful to them at this moment, taking into account their desire to learn for the future as well . Usually in our courses like How to Be Driven and Service From the Heart, we asked the participants what they're most ready to learn without struggle. 
  3. Check what the Recipient has received. It is in full, in specs and on time?  In training, we do this via reflection techniques at different intervals of the course.  If the transfer is incomplete of not in the way you want, repeat the above steps. 
By Andy Ng of Asia Trainers, details of AsiaTrainers courses on Management, Sales and Executive Skills are found at here. Related articles:

11 Jul 2014

Service from Your Heart to Deal with 10 types of Difficult People

In dealing with difficult people, you wonder if the strategy of service from the heart ever works.  Indeed there are 10 kinds of difficult people and they include:
  1. Slumper: Person who doesn't care anything ('bo chap' in Singlish)
  2. Dumper: People who offloads tasks and dirty work to you all the time
  3. Jumper: One who has no scruples, takes credit for others' work and is a 2-headed snake
  4. Grumper: People who complains ALL THE TIME and impossible to please
  5. Bumper: People who takes kudos when all goes well but blames mistakes on others
  6. Trumper: Always has to have the first and last word and be one step ahead of everyone else
  7. Thumper: Bullies and intimidates others and gets his own way by being aggressive
  8. Demander: Customer who demands 200% and yesterday's delivery for today's last minute order
  9. Smiling Tiger: One who laughs at others and pretends to give you a helping hand, only to stab you from behind
  10. Sabo King: One who always spoils the show, is perpectually late and displays zero teamwork
As a customer service professional, you want to not just handle difficult people well, you also want to move them with your Heart. Come for Service from the Heart on 17 July 2014 Thursday and you'll get maximum benefits. 

Extraordinary Service Made Ordinary with Special Moments
Date   :  4-Sep-14 ,  2 to 5.30 pm (Thur)
Venue : The Plaza 02-301 7500A Beach Rd   
Investment :1 pax $198; 2 pax & above each is $149; 5 pax & above each is s$99
As we know, customer service is not just about niceties, nor is it about being highly efficient and efficient. Customer Service is a heart thing, the customer feels the service, and you can't get the feel until you put your heart and soul into it.

According to Dan Millman, (USA trainer coach in human excellence), we all live moments by moments. The key is to make every moment count so that the customer will be so pleased that he will come back over and over again. That is, creating Raving Fans.

Whether you are new or experienced in customer service, if you too want to make this year your best in business, this high impact 1-day course will keep you miles ahead of your competition.

Note: This course qualifies for PIC 60% Grant, i.e. your net investment is only 40%. Hurry! Last seats left! Register now by calling Idah at 6225-1784 or email to 
Power-packed Contents Include:
1. What is True Customer Service in your business now
2. Going to the Root of all your service challenges and coming up with solutions now
3. No Ordinary Moment concept: Take Out the Trash and How
4. 3 Key Concepts: se Your Heart, You Are Always on My Mind and Saving Face
5. Six Levels of Customer Service from Criminal to Unbelievable
6. ACT 4-Ways to No Ordinary Moment Service Excellence
� Building Rapport with Prospects and Customers with VAK analysis
� Serve with Passion and Top 20 Ways to be More Passionate in Your Work
� Dealing with Overwhelm
� Dealing with Difficult Customers
7. Using Customer Service Excellence to build Your Brand in 5 Ways
8. The Ultimate in Service: Working with Your Hearts and How
* Higher customer satisfaction
* Delight, not just satisfy, your customers easily
* Build more loyal customers rain or shine
* Get more business without selling more
* Higher Sales and profits for all
For Who to Attend:
Executives and Managers in Sales, Customer Service and Business Development
These are what some of our clients and past participants have to say:
The various video materials are very interesting. Now I know How to Service from the Heart, thanks for such excellent course!
Chloe Kim, Consultant, Verztec Consulting Pte Ltd
Overall I rate this course full 10 points, as it really touches me to want to serve my customers with all my heart. AndyTheCoach gave us many practical pointers for daily use, thanks!
Isabelle Ng, Customer Service Executive, Maritec Pte Ltd
I like the central location, plus practical examples and in-depth discussion. Andy is very knowledgable and his company Asia Coaching Training is very focused.
Cynthia Chan, Marketing Manager, SingTel

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10 Jul 2014

Short-cut to Your 5 Most Important Issues at Work

I realized from our How to Be a Better Manager and Sales Power courses that most people need a shortcut on the 5 most important concepts at work.  They are now summarized as follows:

1.  Customer Service
Customer Service is not about niceties or doing everything to please the customer.  It is also not about over-servicing until the business makes a loss.  Services that are way beyond your core business are not considered customer service but entertainment service.  

Successful companies will tell you that customer service is nothing but solving customer's problems and make them feel good with a profit.  It is about service from the heart and not serve from head to toe. 

2.  Teamwork
Many people thought that if the staff get along well with little conflicts, teamwork is good.  Some people even think that if they go for offsite teambuilding training, teamwork will be improved automatically. There are even those who think that as long as there is harmony, teamwork is excellent.

Nothing can be further from the truth. Teamwork is defined as nothing but Together Everyone Achieve More, with Achievement as the main criteria.  So if the team get along well but the performance is mediocre, there is simply no teamwork!  On the other hand, if the people quarrel but together can beat the competition, teamwork is good! 

3. Sales and Marketing
Sales and marketing are never about selling more and more goods and services to people.  Sales and marketing is never about selling but about buying.  It is about creating the conditions for customers to buy by themselves.  The best salespeople don't sell, they simply plant the seeds and nurture the plant and attract customers to buy the plant.  

4. Management
This is the most mis-understood concept.  Management is never about managing people but managing time, resources and energy.  People can never be managed but their energy can be managed.  You manage people's energy by inspiring and motivating them to greater heights and make people better than themselves. 

5. Delegation
Many people think that if I delegate the work to you, it is your responsibility to get it done right.  Also, many people do not do anything other than delegating the work.  For example, they do not teach and guide people how to do the work.  Most importantly, they do not give people sufficient authority to the person to do the job well.  So in reality, they are not delegating but simply abdicating

Truth is that delegation is about delegating the task but the responsibility stays with you.  Also, you have to consider if the person that you delegated the task to is competent and has the time to do the task.  If not, there is simply no delegation as the task will be thrown back to you later!

By Andy Ng of Asia Trainers, details at here. Related articles in management include: