Human Skills - Sales and Marketing Bundle

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Communicating with Body Language

• Learning a New Language
• The Power of Body Language
• More Than Words
• Actions Speak Louder Than Words
• Case Study
• Module Two: Review Questions

Module Three: Reading Body Language

• Head Position
• Translating Gestures Into Words
• Open Vs. Closed Body Language
• The Eyes Have It
• Case Study
• Module Three: Review Questions

Module Four: Body Language Mistakes

• Poor Posture
• Invading Personal Space
• Quick Movements
• Fidgeting
• Case Study
• Module Four: Review Questions

Module Five: Gender Differences

• Facial Expressions
• Personal Distances
• Female Body Language
• Male Body Language
• Case Study
• Module Five: Review Questions

Module Six: Non-Verbal Communication

• Common Gestures
• The Signals You Send to Others
• It’s Not What You Say, It’s How You Say It
• What Your Posture Says
• Case Study
• Module Six: Review Questions

Module Seven: Facial Expressions

• Linked with Emotion
• Micro-Expressions
• Facial Action Coding System (FACS)
• Universal Facial Expressions
• Case Study
• Module Seven: Review Questions

Module Eight: Body Language in Business

• Communicate With Power
• Cultural Differences
• Building Trust
• Mirroring
• Case Study
• Module Eight: Review Questions

Module Nine: Lying and Body Language

• Watch Their Hands
• Forced Smiles
• Eye Contact
• Changes in Posture
• Case Study
• Module Nine: Review Questions

Module Ten: Improve Your Body Language

• Be Aware of Your Movements
• The Power of Confidence
• Position and Posture
• Practice In a Mirror
• Case Study
• Module Ten: Review Questions

Module Eleven: Matching Your Words to Your Movement

• Involuntary Movements
• Say What You Mean
• Always Be Consistent
• Actions Will Trump Words
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: The Basics (I)

• Defining Buying Motives
• Establishing a Call Strategy
• Prospecting
• Qualifying
• Case Study
• Review Questions

Module Three: The Basics (II)

• Getting Beyond The Gate Keeper
• Controlling The Call
• Difficult Customers
• Reporting
• Case Study
• Review Questions

Module Four: Phone Etiquette

• Preparation
• Building Rapport
• Speaking Clearly- Tone of Voice
• Effective Listening
• Case Study
• Review Questions

Module Five: Tools

• Self-Assessments
• Utilizing Sales Scripts
• Making the Script Your Own
• The Sales Dashboard
• Case Study
• Review Questions

Module Six: Speaking Like a Star

• S = Situation
• T = Task
• A = Action
• R = Result
• Case Study
• Review Questions

Module Seven: Types of Questions

• Open Question
• Closed Question
• Ignorant Redirection
• Positive Redirection
• Negative Redirection
• Multiple Choice Redirection
• Case Study
• Review Questions

Module Eight: Benchmarking

• Benchmark Metrics
• Performance Breakdown
• Implementing Improvements
• Benefits
• Case Study
• Review Questions

Module Nine: Goal Setting

• The Importance of Goals
• SMART Goals
• Staying Committed
• Motivation
• Overcoming Limitations
• Case Study
• Review Questions

Module Ten: Key Steps

• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Persuasion
• Telephone Selling Techniques
• Case Study
• Review Questions

Module Eleven: Closing

• Knowing When It’s Time to Close
• Closing Techniques
• Maintaining the Relationship
• After the Sale
• Case Study
• Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: What Is a Coach?

• Be a Coach
• Roles
• Responsibilities
• Face Challenges
• Case Study

Module Three: Coaching

• Be Confident
• Build Connections
• Communicate
• Focus on the Process
• Case Study
• Module Three: Review Questions

Module Four: Process

• Define Effective Salespeople
• Coaching vs. Training
• How Coachable Is an Employee (A G.R.O.W.T.H.)
• Avoid the Gap
• Case Study
• Module Four: Review Questions

Module Five: Inspiring

• Individualize
• Personalize Rewards
• Acknowledge Success
• Provide Opportunities Over Punishment
• Case Study
• Module Five: Review Questions

Module Six: Authentic Leadership

• Vulnerability
• Be Yourself and Encourage Individuality
• Listening
• Appreciate Effort
• Case Study
• Module Six: Review Questions

Module Seven: Best Practices

• SMART Goals
• Be realistic
• Brainstorm Options
• Take Away
• Case Study
• Module Seven: Review Questions

Module Eight: Competition

• Social Pressure
• Gamification
• Rewards
• Don’t Go Overboard
• Case Study
• Module Eight: Review Questions

Module Nine: Data

• Provide Clear Metrics
• Measurable Results
• Analyze Data
• Visualize Trends
• Case Study
• Module Nine: Review Questions

Module Ten: Maintenance Strategies

• Benefits of Internal Program
• Choose a Method
• Create a Culture
• Train Coaches
• Case Study
• Module Ten: Review Questions

Module Eleven: Avoid Common Mistakes

• Poor Leadership
• Ineffective Communication
• Incomplete Data
• Don’t Be Afraid to Let Go
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: It Starts at the Top

• Create an Open Culture
• Understand Goals
• Understand Agents’ Responsibilities
• Identify Education Opportunities
• Case Study
• Module Two: Review Questions

Module Three: Peer Training

• Top Performing Employees
• Discuss Role with Company
• Critique Previously Recorded calls
• Cross training
• Case Study
• Module Three: Review Questions

Module Four: How to Build Rapport

• Smile in Your Voice
• Engage In Small Talk
• Listen, Acknowledge, and Empathize
• Be Yourself
• Case Study
• Module Four: Review Questions

Module Five: Learn to Listen

• Allow Customer to Talk
• Avoid Judgement
• Take Notes
• Recap the Call
• Case Study
• Module Five: Review Questions

Module Six: Manners Matter- Etiquette & Customer Service (I)

• Scripting
• Dead Air
• Tone & Infection
• Saying it the Right Way
• Case Study
• Module Six: Review Questions

Module Seven: Manners Matter- Etiquette & Customer Service (II)

• “Reading” Your Customers
• Properly Transferring Calls
• Going the Extra Mile
• Limit Information
• Case Study
• Module Seven: Review Questions

Module Eight: Handling Difficult Customers

• Keep Calm
• Listen, Repeat, and
• Avoid Placing Blame
• Solve the Problem
• Case Study
• Module Eight: Review Questions

Module Nine: Getting the Necessary Information

• Have a Checklist
• Linear thinking
• Open-Ended Questions
• Close-Ended Questions
• Case Study
• Module Nine: Review Questions

Module Ten: Performance Evaluations

• Consistent Service
• Abandoned Calls
• Speed of the Answer
• Length of Call
• Case Study
• Module Ten: Review Questions

Module Eleven: Training Doesn’t Stop

• Evaluate Progress
• Get Feedback on Training
• Kudos to Deserving Employees
• Have Monthly Meetings
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of the Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: What Can a Webinar Do?

• Marketing to Prospective Customers
• Training or Teaching
• Demonstrations and Presentations
• Information Sharing
• Case Study
• Module Two: Review Questions

Module Three: Successful Webinar Criteria

• Passion and Enthusiasm
• Value
• Knowing Your Target Audience
• Grab and Keep Attention
• Case Study
• Module Three: Review Questions

Module Four: Find the Right Format

• Tailor it To Your Audience
• Pre-Recorded
• The Live Webinar
• Two Person Team
• Case Study
• Module Four: Review Questions

Module Five: Marketing and Social Media

• Blog Posts and White Papers
• Email Marketing
• Offer an Exclusive Deal
• Hashtags
• Case Study
• Module Five: Review Questions

Module Six: Drive Up registration

• Avoiding SPAM Filter
• A Great Title
• Solicit Questions
• The Registration Page
• Case Study
• Module Six: Review Questions

Module Seven: Leading Up to your Webinar

• Reminder Emails
• Practice and Rehearse
• Test Your Technology
• Insert Solicited Questions
• Case Study
• Module Seven: Review Questions

Module Eight: Presentation Tips

• Show, Don’t Tell
• Sharing Your Desktop
• Strong Visuals
• Script It
• Case Study
• Module Eight: Review Questions

Module Nine: Interacting With Your Audience

• Polling and Surveying
• Answer Solicited Questions
• Activities
• Q&A Session
• Case Study
• Module Nine: Review Questions

Module Ten: Mistakes to Avoid

• Technical Issues
• Ignoring Your Audience
• Audience Not Participating?
• Timing
• Case Study
• Module Ten: Review Questions

Module Eleven: Post Event

• Contact No Shows
• Follow Up Email
• Call to Action
• Make it Easy to Share
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: The Many Types Of Recognition Programs

• Safety Incentives
• Years of Service
• Productivity
• Attendance & Wellness Incentives
• Case Study
• Module Two: Review Questions

Module Three: Designing Employee Recognition Programs

• Purpose
• Budget
• Keep It Simple
• Employee Involvement
• Case Study
• Module Three: Review Questions

Module Four: How To Get The Buzz Out About Your Program

• Be Creative With Designs
• Paper The Walls
• Use Social Media
• Go Mobile!
• Case Study
• Module Four: Review Questions

Module Five: It Starts From The Top

• Identifying Desirable Behaviors
• Understanding The Goals Of The Company
• Setting Guidelines
• Providing Go-To Recognition Templates
• Case Study
• Module Five: Review Questions

Module Six: Creating A Culture Of Recognition

• Keep Your Staff “In The Know”
• Empower Employees With Peer To Peer Recognition
• Team Building: Encourage Camaraderie
• Motivate By Promoting Fun
• Case Study
• Module Six: Review Questions

Module Seven: The Best Things In Life Are Free!

• Put A Spotlight On Employees In Staff Meetings
• Write It Down: Putting Your Appreciation In Writing
• Display Your Appreciation
• Make Work More Comfortable
• Case Study
• Module Seven: Review Questions

Module Eight: A Small Gesture Goes A Long Way

• Have A Party
• Make a Game Of It
• Reward With Small Gifts
• Give Them A Break
• Case Study
• Module Eight: Review Questions

Module Nine: Pulling Out The Red Carpet

• Have An Awards Ceremony
• Win Large Items
• Vacation
• Career Advancement
• Case Study
• Module Nine: Review Questions

Module Ten: The Don’ts of Employee Recognition

• Don’t Let Formal Recognition Supplant The Informal Kind
• Don’t Let It Become Stale
• Don’t Let It Become a Popularity Contest
• Make Sure The Prize Is Motivational
• Case Study
• Module Ten: Review Questions

Module Eleven: Maintaining Employee Recognition Programs

• Change The Membership
• Include Explanation Of The Program In Your New Employee Orientation
• Keep Marketing!
• Annual Awards Ceremonies
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion Of Action Plans And Evaluations
• Recommended Reading

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: Types of Events

• Awards
• Charity
• Conferences and Seminar
• Holiday
• Case Study
• Module Two: Review Questions

Module Three: Brainstorming

• Determine the Event’s Purpose
• Determine a Theme
• Write Down  & Review Ideas
• Determine a Date
• Case Study
• Module Three: Review Questions

Module Four: Types of Entertainment

• Games
• Activities
• Speakers
• Performers
• Case Study
• Module Four: Review Questions

Module Five: Support Staff

• Security
• Valet
• Wait Staff
• Clean Up Crew
• Module Five: Review Questions

Module Six: Technical Staff

• Visual Technician (lighting)
• Media Technician (website, Facebook, etc.)
• Audio Technician (sound)
• Specialized Electrical Equipment Technician (for performers)
• Case Study
• Module Six: Review Questions

Module Seven: Vendors

• Food
• Equipment
• Decorations and Furnishing
• Photography/ Video
• Case Study
• Module Seven: Review Questions

Module Eight: Finalize The Plan

• Venue
• Registration
• Entertainment
• Cuisine and Décor
• Case Study
• Module Eight: Review Questions

Module Nine: Administrative Tasks

• Create a Budget
• Branding and Marketing
• Insurance and Permits
• Contracts (for event staff, entertainment, rentals, and vendor)
• Case Study
• Module Nine: Review Questions

Module Ten: Get Organized

• Form a Team
• Timeline
• Checklists
• Backup Plans
• Case Study
• Module Ten: Review Questions

Module Eleven: Post Event Activities

• Survey
• Share Media (photos and video)
• Send Thank You Notes
• Start Planning the Next Event!
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of the Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: The Benefits of High Performance Teams

• Creates Loyalty
• Optimum Productivity
• Collaboration
• Creates Visibility
• Case Study
• Module Two: Review Questions

Module Three: Challenges of High Performance Teams

• Can Create Competition
• High Turn-Over Rate
• Negative Focus on Productivity
• Fear of Failure
• Case Study
• Module Three: Review Questions

Module Four: How to Build and Lead High Performance Teams

• Promote Understanding
• Provide Adequate Knowledge
• Facilitate Effective Interaction
• Conduct Effective Meetings
• Case Study
• Module Four: Review Questions

Module Five: Characteristics of High Performance Teams

• Understand the Big Picture
• Have Common Goals
• Work Collaboratively
• Produce Quality Results
• Case Study
• Module Five: Review Questions

Module Six: Roles of an Effective Team Leader

• Provides Adequate Training
• Timely, Constructive Feedback
• Views Mistakes as Opportunities
• Environment of Problem-Solving
• Case Study
• Module Six: Review Questions

Module Seven: Traits of Great Leaders Leading High Performance Teams (I)

• Vision
• Patience
• Humility
• Humor
• Case Study
• Module Seven: Review Questions

Module Eight: Traits of Great Leaders Leading High Performance Teams (II)

• Courage
• Compliance
• Tolerance
• Gratitude
• Case Study
• Module Eight: Review Questions

Module Nine: Ideas for Motivating High Performance Teams

• Let Employees Be Idealists
• No Negative Criticism
• Give Ample Praise
• Have Lunch with Each Employee
• Case Study
• Module Nine: Review Questions

Module Ten: Steps to retaining High Performers

• Give Them Visibility
• Keep Them Entertained
• Reward Them
• Provide Them with Mentors
• Case Study
• Module Ten: Review Questions

Module Eleven: Augmenting Team Performance

• Authority
• Ask Questions
• Quickly Resolve Differences
• Practice Unanimity
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: Remote Workforce

• What is a Remote Workforce?
• Types of Remote Workforce
• Benefits of a Remote Workforce
• Materials for Remote Workforce
• Case Study
• Module Two: Review Questions

Module Three: High Performance Teams

• What is a High Performance Team?
• Benefits of High Performance Team
• Leadership for High Performance Team
• Understanding Team Dynamics
• Case Study
• Module Three: Review Questions

Module Four: Characteristics of High Performance Teams

• Excellent Communication
• Goal-Oriented
• Flexibility
• Committed
• Case Study
• Module Four: Review Questions

Module Five: How To Create Teamwork

• Identify Group & Individual Responsibilities
• Give Permission to Take Action
• Build Relationships
• Give Feedback
• Case Study
• Module Five: Review Questions

Module Six: Types of Communication

• Virtual Team Meetings
• Telephone Conferences
• Email Communication
• Intranet, Webpage, and Social Media Communication
• Case Study
• Module Six: Review Questions

Module Seven: Training Your Team

• Telecommute Training
• Web-based Training
• Peer to Peer Training
• Training Assessment and Retraining
• Case Study
• Module Seven: Review Questions

Module Eight: Managing the Team

• Tracking Team Performance
• Counseling Employees
• Positive recognition for Employees
• Training Never Stops!
• Case Study
• Module Eight: Review Questions

Module Nine: Effective Team Meeting How-To

• Have a Clear Agenda
• Use Screen Shots or References
• Create a Safe Place
• Team Meeting Don’ts
• Case Study
• Module Nine: Review Questions

Module Ten: Keep Happy and Motivated High Performance Team

• Watch for Signs of Conflict or Unhappiness
• Employee Feedback and Concerns
• Give Opportunities for Additional Education
• Impact Opportunities for Career Growth
• Case Study
• Module Ten: Review Questions

Module Eleven: Don’ts with High Performance Teams

• Don’t Forget to Share Success
• Don’t Delay in Responding
• Don’t Assign Vague Responsibilities
•  Don’t Lead as a Dictator
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: In-Person Sales

• Definition
• Benefits
• Cost
• Effectiveness
• Case Study
• Module Two: Review Questions

Module Three: Examples of In-Person Sales

• Sales Call
• Retail
• FaceTime
• Meetings
• Case Study
• Module Three: Review Questions

Module Four: Sales Funnel

• Generate Leads
• Nurture Leads
• Acquire Customer Base
• Expand Customer Base
• Case Study
• Module Four: Review Questions

Module Five: Prepare

• Effective Methods to Generate Leads
• Know Your Customer
• Practice Sales Conversation
• Set Goals
• Case Study
• Module Five: Review Questions

Module Six: Presentation

• Determine Value
• Stay on Point
• Tie the Information to Customer Values
• Refer to Past Conversations
• Case Study
• Module Six: Review Questions

Module Seven: Engage

• Emotional Intelligence
• Allow Evaluation
• Overcome Objections
• Incentives
• Case Study
• Module Seven: Review Questions

Module Eight: Commitment

• A Verbal “Yes”
• Maintain Connection
• Remind Customer of Value
• Call to Action
• Case Study
• Module Eight: Review Questions

Module Nine: Sale

• It Isn’t Over Till It’s Over
• Make The Process Easy
• Close with Exceptional Service
• Thank and Reward
• Case Study
• Module Nine: Review Questions

Module Ten: Loyalty

• Continuity Programs
• Special Rewards
• Handwritten Cards
• Case Study
• Module Ten: Review Questions

Module Eleven: Expand

• Word of Mouth
• Networking
• Clubs
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking lot
• Lessons Learned
• Recommended reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping items
• The Parking lot
• Workshop Objectives
• Pre-Assignment
• Action Plans and Evaluations

Module Two: SWOT Analysis in Marketing

• Strength
• Weaknesses
• Opportunities
• Threats
• Case Study
• Module Two: Review Questions

Module Three: Marketing Research

• Consume All Media
• Finding the Right Price
• Product Development and Improvement
• Identify Your Target Audience
• Case Study
• Module Three: Review Questions

Module Four: Real Time Marketing

• Dynamic Content
• Engagement Builds Followers
• Constant Readiness and Monitoring
• The Time the Place and the Media
• Case Study
• Module Four: Review Questions

Module Five: Brand Management

• Every Interaction Counts
• Consistent Through all Media
• Unique Qualities
• Needs to be Actively Managed
• Case Study
• Module Five: Review Questions

Module Six: Social Media (I)

• You are Building a Community
• A Personal Touch
• Brand Champions
• Make It Easy to Share
• Case Study
• Module Six: Review Questions

Module Seven: SEO Basics

• Relevant and Original Content
• Keywords
• Value Proposition
• Linking
• Case Study
• Module Seven: Review Questions

Module Eight: Social Media (II)

• Content is King
• Blog and Interact
• Webinars
• Constant Monitoring
• Case Study
• Module Eight: Review Questions

Module Nine: Website Characteristics

• SEO Optimization
• Landing Page
• Analytics
• Mobile and Tablet Friendly
• Case Study
• Module Nine: Review Questions

Module Ten: Capturing Leads

• Lead Management and Generation
• Give Something Away
• Quality vs. Quantity
• Capture Repeat Customers
• Case Study
• Module Ten: Review Questions

Module Eleven: Campaign Characteristics

• Tailored for Your Audience
• Use Powerful Words
• The 4 W’s of a Campaign
• Monitor and Tweak
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• The Parking Lot
• Workshop Objectives
• Pre-Assignment
• Action Plans

Module Two: What is marketing?

• What is a market?
• Marketing is Not Selling
• Understanding Customer Needs
• Defining Your Product or Service
• Case Study
• Module Two: Review Questions

Module Three: Common Marketing Types (I)

• Direct marketing
• Active Marketing
• Incoming marketing
• Outgoing Marketing
• Case Study
• Module Three: Review Questions

Module Four: Common Marketing Types (II)

• Guerilla Marketing
• B2B Marketing
• B2C Marketing
• Promotional Marketing
• Case Study
• Module Four: Review Questions

Module Five: The Marketing Mix

• Product
• Price
• Promotion
• Place
• Case Study
• Module Five: Review Questions

Module Six: Communicating the Right Way

• The Marketing Pitch
• Sell Value Not Price
• Fun and Entertaining is Powerful
• Choosing the Right Media
• Case Study
• Module Six: Review Questions

Module Seven: Customer Communications

• Give Your Customers a Voice
• It’s Not About You, It’s About Them
• Every Interaction Counts
• Answer Questions Honestly
• Case Study
• Module Seven: Review Questions

Module Eight: Marketing Goals

• Brand Switching
• Repeat Purchases
• Brand Loyalty
• Inform and Educate
• Case Study
• Module Eight: Review Questions

Module Nine: The Marketing Funnel

• Awareness
• Interest
• Desire
• Action
• Case Study
• Module Nine: Review Questions

Module Ten: Marketing Mistakes (I)

• Not Taking Social Media Seriously
• Not Having a USP
• Cross Cultural and International Translations
• Not Building a Relationship
• Case Study
• Module Ten: Review Questions

Module Eleven: Marketing Mistakes (II)

• Not Having a Plan
• Aiming at Everyone
• Not Tracking Metrics
• Not Listening to Your Customers
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Networking for Success (I)

• Overview
• Creating an Effective Introduction
• Making a Great First Impression

Module Three: Networking for Success (II)

• Overview
• Minimizing Nervousness
• Using Business Cards Effectively
• Remembering Names

Module Four: The Meet and Great

• Overview
• The Three-Step Process
• The Four Levels of Conversation
• Case Study (I)
• Case Study (II)

Module Five: Dressing for Success

• Overview
• The Meaning of Colors
• Interpreting Common Dress Codes
• Deciding What to Wear

Module Six: Writing

• Overview
• Business Letters
• Writing Proposals
• Reports
• Executive Summaries

Module Seven: Setting Goals

• Overview
• Understanding Goals
• SMART Goals
• Helping Others with Goal Setting

Module Eight: Media Relations

• Overview
• Television
• Print
• Web Presence, Blogs & the Internet

Module Nine: Issues and Crisis Communication Planning

• Overview
• Gauging the Impending Crisis Level
• Providing Feedback and Insights
• How Information Will be Distributed

Module Ten: Social Media (The PR Toolkit)

• Overview
• Blogs
• Wikis
• Podcasts
• Social Bookmarks
• RSS Feeds

Module Eleven: Employee Communications

• Overview
• Verbal Communication
• Non-Verbal Communication
• Email Etiquette
• Negotiation Skills
• Making an Impact

Module Twelve: Wrapping Up

• Overview
• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: Creating a Motivational Environment

• Frequent Team Check-Ins
• Train Your Team
• Emulate Best Practices
• One Size Does Not Fit All!
• Case Study
• Module Two: Review Questions

Module Three: Communicate to Motivate

• Regular Group Meetings
• Regular One on One Meetings
• Focus on Strengths and Development Areas
• Ask for Feedback
• Case Study
• Module Three: Review Questions

Module Four: Train Your Team

• Focus on Training and Development
• Peer Training
• Mentoring
• Keep the Focus Positive!
• Case Study
• Module Four: Review Questions

Module Five: Emulate Best Practices

• Look to Industry Leaders
• Solicit Team Member Suggestions
• Take a Field Trip!
• Leverage Outside Expertise
• Case Study
• Module Five: Review Questions

Module Six: Provide Tools

• The Right Tools
• Ask Team Members What Tools They Need
• Provide High Quality Tools
• Allow for Training
• Case Study
• Module Six: Review Questions

Module Seven: Find Out What Motivates Employees

• One Size Does Not Fit All
• Find What Motivates Individuals
• Find What Motivates the Team
• Tailor Rewards to Employees
• Case Study
• Module Seven: Review Questions

Module Eight: Tailor Rewards to the Employee

• Motivation is Personal!
• Choose 1-3 Motivators
• Employee's Personal Goals
• Reward Achievements
• Case Study
• Module Eight: Review Questions

Module Nine: Create Team Incentives

• Incentives Foster Teamwork
• Team Goals
• Choose 1-3 Motivators
• Reward Achievements
• Case Study
• Module Nine: Review Questions

Module Ten: Implement Incentives

• Regular Incentives
• Mark Milestones
• Encourage Friendly Competition
• Keep Value Reasonable
• Case Study
• Module The: Review Questions

Module Eleven: Recognize Achievements

• Recognition Motivates!
• Recognize Achievements Regularly
• Recognize Achievements Publicly
• Document Achievements
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words From The Wise
• Review Of The Parking Lot
• Lessons Learned
• Recommended Reading
• Completion Of Action Plans And Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: How Does Multi-Level Marketing Work

• Networking Marketing
• Independent Agents
• Commission-Based
• Agents Recruit New Agents
• Case Study
• Module Two: Review Questions

Module Three: Building a Contact List

• Leverage Personal Networks
• Warm Lists
• Internet Lead Generation
• Purchasing Lead Lists
• Case Study
• Module Three: Review Questions

Module Four: Recruiting New Agents (I)

• Draw on Personal and Professional Network
• Recruit Satisfied Customers
• Recruit Those Who Seek Work Flexibility
• Stress Benefits of Being Agent
• Case Study
• Module Four: Review Questions

Module Five: Recruiting New Agents (II)

• Invitation to Marketing Presentation
• Focus Presentation on Benefits
• Showcase Success Stories
• Provide Several Presentation Media
• Case Study
• Module Five: Review Questions

Module Six: Training MLM Agents

• Sponsorship/Mentorship
• Provide Training in Marketing
• Provide Training in Recruitment
• Provide Ethics Training
• Case Study
• Module Six: Review Questions

Module Seven: Sponsorship/Mentorship

• Pair New Agents with Mentors
• Benefits of Sponsorship/Mentorship to Mentee
• Benefits of Sponsorship/Mentorship to Mentor
• Best Mentorship Practices
• Case Study
• Module Seven: Review Questions

Module Eight: Provide Marketing Presentation Training

• Provide Training in Presentations
• Provide Copies of Marketing Presentation
• New Recruits Practice Presentation
• Offer Marketing Resources
• Case Study
• Module Eight: Review Questions

Module Nine: Provide Social Media Training

• Social Media is Key to Networking!
• Websites and Blogs
• Facebook and Twitter
• LinkedIn
• Case Study
• Module Nine: Review Questions

Module Ten: Provide Training in Recruitment

• Building a Contact List
• Leveraging Personal and Professional Networks
• Provide Presentation/ “Elevator speech” Training
• Discuss Follow-up
• Case Study
• Module Ten: Review Questions

Module Eleven: Provide Ethics Training

• MLM and Bad Rap for Ethics
• Only Follow-up if Opted In
• Keeping the Sales Pitch Honest
• Keep Expectations Realistic
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• The Parking Lot
• Workshop Objectives
• Action Plans and Evaluation Forms

Module Two: Three Main Factors

• Skepticism
• Misunderstanding
• Stalling
• Module Two: Review Questions

Module Three: Seeing Objections as Opportunities

• Translating the Objection to a Question
• Translating the Objection to a Reason to Buy
• Case Study
• Module Three: Review Questions

Module Four: Getting to the Bottom

• Asking Appropriate Questions
• Common Objections
• Basic Strategies
• Case Study
• Module Four: Review Questions

Module Five: Finding a Point of Agreement

• Outlining Features and Benefits
• Identifying Your Unique Selling Position
• Agreeing with the Objection to Make the Sale
• Case Study
• Module Five: Review Questions

Module Six: Have the Client Answer Their Own Objection

• Understand the Problem
• Render It Unobjectionable
• Case Study
• Module Six: Review Questions

Module Seven: Deflating Objections

• Bring up Common Objections First
• The Inner Workings of Objections
• Case Study
• Module Seven: Review Questions

Module Eight: Unvoiced Objections

• How to Dig up the “Real Reason”
• Bringing Their Objections to Light
• Case Study
• Module Eight: Review Questions

Module Nine: The Five Steps

• Expect Them
• Welcome Them
• Affirm Them
• Complete Answers
• Compensating Benefits
• Module Nine: Review Questions

Module Ten: Dos and Don'ts

• Dos
• Don’ts
• Module Ten: Review Questions

Module Eleven: Sealing the Deal

• Understanding When It’s Time to Close
• Powerful Closing Techniques
• The Power of Reassurance
• Things to Remember
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Creating the Program

• Performing a Needs Analysis
• Writing the Basic Outline
• Researching, Writing, and Editing

Module Three: Choosing Your Delivery Methods

• Basic Methods
• Advanced Methods
• Basic Criteria to Consider

Module Four: Verbal Communication Skills

• Listening and Hearing: They Aren’t the Same Thing
• Asking Questions
• Communicating with Power

Module Five: Non-Verbal Communication Skills

• Body Language
• It’s Not What You Say, It’s How You Say It

Module Six: Overcoming Nervousness

• Preparing Mentally
• Physical Relaxation Techniques

Module Seven: Creating Fantastic Flip Charts

• Required Tools
• The Advantages of Pre-Writing
• Using Colors Appropriately
• Creating a Plan B

Module Eight: Creating Compelling PowerPoint Presentations

• Required Tools
• Tips and Tricks
• Creating a Plan B

Module Nine: Wow ‘Em with the Whiteboard

• Traditional and Electronic Whiteboards
• Required Tools
• Using Colors Appropriately
• Creating a Plan B

Module Ten: Vibrant Videos and Amazing Audio

• Required Tools
• Tips and Tricks
• Creating a Plan B

Module Eleven: Pumping it Up a Notch

• Make Them Laugh a Little
• Encouraging Discussion
• Dealing with Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Understanding Proposals

• What is a Proposal?
• The Proposal Writing Process
• Types of Proposals
• About Requests for Proposals

Module Three: Beginning the Proposal Writing Process

• Identifying Your Purpose and Your Audience
• Performing a Needs Analysis
• Writing the Goal Statement

Module Four: Preparing an Outline

• A General Format
• Special Sections
• Creating a Framework
• Getting Down to Details

Module Five: Finding Facts

• Identifying Resources
• Using the Internet as a Resource
• Organizing Your Information

Module Six: Writing Skills (I)

• Spelling and Grammar
• Working with Words
• Constructing Sentences
• Persuasive Writing
• Mastering Voice

Module Seven: Writing Skills (II)

• Creating Paragraphs
• Creating Strong Transitions
• Building to Conclusions

Module Eight: Writing the Proposal

• Educating the Evaluator
• Ghosting the Competition
• Using Illustrations

Module Nine: Checking for Readability

• Checking for Clarity
• Reading for Your Audience
• Using the Readability Index

Module Ten: Proofreading and Editing

• Proofreading Like a Pro
• Editing Techniques
• Checking the Facts
• The Power of Peer Review

Module Eleven: Adding the Final Touches

• Our Top Typesetting Tips
• Achieving a Professional Look and Feel
• Creating the Final Package

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Prospecting

• Make it a Priority
• Identify Your Ideal Prospect
• Choose Prospecting Methods
• Make it a Habit
• Case Study
• Module Two: Review Questions

Module Three: Traditional Marketing Methods

• Cold Calling
• Direct Mail
• Trade Shows
• Networking
• Case Study
• Module Three: Review Questions

Module Four: New Marketing Methods

• Social Networks
• Search Engine Marketing
• Email Marketing
• Display Advertising
• Case Study
• Module Four: Review Questions

Module Five: Generating New Leads

• Become a Brand
• Webinars
• Blogs
• Engaging Video
• Case Study
• Module Five: Review Questions

Module Six: Avoid Common Lead Generation Mistakes

• Limiting Channels
• Failure to Provide Value
• Failure to Connect
• Failure to Try
• Case Study
• Module Six: Review Questions

Module Seven: Educate Prospects

• Content Creation
• Stand Out from the Competition
• Fill Customer Needs
• Always Deliver on Promises
• Case Study
• Module Seven: Review Questions

Module Eight: The Pipeline

• Contact
• Meet
• Propose
• Close
• Case Study
• Module Eight: Review Questions

Module Nine: Follow up Communication

• Know Your Leads
• Move Quickly
• Know How to Respond
• Set Future Meetings
• Case Study
• Module Nine: Review Questions

Module Ten: Track Activity

• Use the Appropriate Tools
• Assess Your Advertising Sources
• Record Information about Leads
• Assess ROI
• Case Study
• Module Ten: Review Questions

Module Eleven: Create Customers

• Develop Relationships
• Show Genuine Interest
• Be Professional
• Show Reliability and Integrity
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations
• Recommended Reading

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Understanding the Talk

• Types of Sales
• Common Sales Approaches
• Glossary of Common Terms

Module Three: Getting Prepared to Make the Call

• Identifying Your Contact Person
• Performing a Needs Analysis
• Creating Potential Solutions

Module Four: Creative Openings

• A Basic Opening for Warm Calls
• Warming up Cold Calls
• Using the Referral Opening

Module Five: Making Your Pitch

• Features and Benefits
• Outlining Your Unique Selling Position
• The Burning Question That Every Customer Wants Answered

Module Six: Handling Objections

• Common Types of Objections
• Basic Strategies
• Advanced Strategies

Module Seven: Sealing the Deal

• Understanding When It’s Time to Close
• Powerful Closing Techniques
• Things to Remember

Module Eight: Following Up

• Thank You Notes
• Resolving Customer Service Issues
• Staying in Touch

Module Nine: Setting Goals

• The Importance of Sales Goals
• Setting SMART Goals

Module Ten: Managing Your Data

• Choosing a System That Works for You
• Using Computerized Systems
• Using Manual Systems

Module Eleven: Using a Prospect Board

• The Layout of a Prospect Board
• How to Use Your Prospect Board
• A Day in the Life of Your Board

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: What Is Servant Leadership?

• A Desire to Serve
• Knowing to Share the Power
• Putting Others First
• Helping Employees Grow
• Case Study
• Module Two: Review Questions

Module Three: Leadership Practices

• Democratic Leadership Style
• Laissez-Faire Style
• Leading by Example
• Path-Goal Theory
• Case Study
• Module Three: Review Questions

Module Four: Share the Power

• Being Empathetic
• Learn to Delegate
• Their Success is Your Success
• Know When to Step In
• Case Study
• Module Four: Review Questions

Module Five: Characteristics of a Servant Leader

• Listening Skills
• Persuasive Powers
• Recognizes Opportunities
• Relates to Employees
• Case Study
• Module Five: Review Questions

Module Six: Barriers to Servant Leadership

• Excessive Criticism
• Doing Everything Yourself
• Sitting on the Sidelines
• Demanding from Employees
• Case Study
• Module Six: Review Questions

Module Seven: Building a Team Community

• Identify the Group Needs
• Complement Member Skills
• Create Group Goals
• Encourage Communication
• Case Study
• Module Seven: Review Questions

Module Eight: Be a Motivator

• Make it Challenging
• Provide Resources
• Ask for Employee Input
• Offer Incentives
• Case Study
• Module Eight: Review Questions

Module Nine: Be a Mentor

• Establish Goals
• Know When to Praise or Criticize
• Create a Supportive Environment
• Create an Open Door Policy
• Case Study
• Module Nine: Review Questions

Module Ten: Training Future Leaders

• Offer Guidance and Advice
• Identify Their Skill Sets
• Methods of Feedback
• Establish Long Term Goals
• Case Study
• Module Ten: Review Questions

Module Eleven: Self-Reflection

• Keep a Journal
• Identify Your Strengths and Weaknesses
• Identify Your Needs
• Creating Your Own Goals
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: Facebook

• Pros / Cons
• Likes / Comments
• Posts / Links
• Tracking and Measurement
• Case Study
• Module Two: Review Questions

Module Three: YouTube

• Pros / Cons
• Channel
• Content and Voice
• Tags and Measurement
• Case Study
• Module Three: Review Questions

Module Four: Twitter

• Pros/ Cons
• Voice
• Tags and Links
• Tracking and Measurement
• Case Study
• Module Four: Review Questions

Module Five: LinkedIn

• Pros / Cons
• Optimize Search in Profile
• Groups and Links
• Tracking and Measurement
• Case Study
• Module Five: Review Questions

Module Six: Google+

• Pros / Cons
• Natural Search Links
• Strategy
• Tracking and Measurement
• Case Study
• Module Six: Review Questions

Module Seven: Pinterest

• Pros/ Cons
• Posting and Conversation
• Pins and Boards
• Tracking and Measurement
• Case Study
• Module Seven: Review Questions

Module Eight: Tumblr

• Pros / Cons
• Posting and Conversation
• Links
• Tracking and Measurement
• Case Study
• Module Eight: Review Questions

Module Nine: Flickr

• Pros / Cons
• Expand Sharing
• Discussion
• Tracking and Measurement
• Case Study
• Module Nine: Review Questions

Module Ten: Snapchat

• Pros / Cons
• Audience
• Ads
• Tracking and Measurement
• Case Study
• Module Ten: Review Questions

Module Eleven: Instagram

• Pros / Cons
• Niche and Quality
• Hashtags
• Tracking and Measurement
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Aspects of Phone Etiquette

• Phrasing
• Tone of Voice
• Speaking Clearly
• Listen to the Caller
• Case Study
• Module Two: Review Questions

Module Three: Using Proper Phone Language

• Please and Thank You
• Do Not Use Slang
• Avoid Using the Term “You”
• Emphasize What You Can Do, Not What You Can’t
• Case Study
• Module Three: Review Questions

Module Four: Eliminate Phone Distractions

• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt
• Case Study
• Module Four: Review Questions

Module Five: Inbound Calls

• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient
• Case Study
• Module Five: Review Questions

Module Six: Outbound Calls

• Be Prepared
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private
• Case Study
• Module Six: Review Questions

Module Seven: Handling Rude or Angry Callers

• Stay Calm
• Listen to the Needs
• Never Interrupt
• Identify What You Can Do For Them
• Case Study
• Module Seven: Review Questions

Module Eight: Handling Interoffice Calls

• Transferring Calls
• Placing Callers on Hold
• Taking Messages
• End the Conversation
• Case Study
• Module Eight: Review Questions

Module Nine: Handling Voicemail Messages

• Ensure the Voice Mail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
• When Leaving A Message for Others...
• Case Study
• Module Nine: Review Questions

Module Ten: Methods of Training Employees

• Group Training
• One-on-One Training
• Peer Training
• Job Shadowing
• Case Study
• Module Ten: Review Questions

Module Eleven: Correcting Poor Telephone Etiquette

• Screening Calls
• Employee Evaluations
• Peer Monitoring
• Customer Surveys
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words From The Wise
• Review Of The Parking Lot
• Lessons Learned
• Recommended Reading
• Completion Of Action Plans And Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: Effective Traits

• Assertiveness
• Emotional Intelligence
• Solve Problems
• Close
• Case Study
• Module Two: Review Questions

Module Three: Know Clients

• Research
• Customer Values
• Customer Needs
• Anticipate Needs
• Case Study
• Module Three: Review Questions

Module Four: Product

• Know Your Product
• Believe in the Company/Product
• Be Enthusiastic
• Link Product to Customer’s Values
• Case Study
• Module Four: Review Questions

Module Five: Leads

• Sift Leads
• Time vs. Cost of Pursuing Leads
• Let Go of Leads Going Nowhere
• Focus on Positive Leads
• Case Study
• Module Five: Review Questions

Module Six: Authority

• Develop Expertise
• Know Your Competition
• Continue Education
• Solve Customer Problems Using Authority
• Case Study
• Module Six: Review Questions

Module Seven: Build Trust

• Testimonials
• Be Transparent
• Be Genuine
• Take on Customers’ Point of View
• Case Study
• Module Seven: Review Questions

Module Eight: Relationships

• Listen Actively
• Communicate Often
• Rewards
• Build New Relationships
• Case Study
• Module Eight: Review Questions

Module Nine: Communication

• Be Prepared, Not Scripted
• Use Humor
• Be Yourself
• Thank and Reward
• Case Study
• Module Nine: Review Questions

Module Ten: Self-Motivation

• Value Your Work
• Reward Achievements
• Focus on Success
• Do Not Procrastinate
• Case Study
• Module Ten: Review Questions

Module Eleven: Goals

• SMART Goals
• Long-Term Goals
• Short-Term Goals
• Track and Modify
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• The Parking Lot
• Workshop Objectives
• Pre-Assignment
• Action Plans and Evaluations

Module Two: Pre-Show Preparation

• Prepare for Physical Issues
• Developing a Great Elevator Speech
• Setting Up a Schedule
• Connect With Attendees
• Case Study
• Module Two: Review Questions

Module Three: Booth Characteristics and Setup

• Stand Out
• Create a Booth Manual/Checklist
• Technology
• Scout a High Traffic Area
• Case Study
• Module Three: Review Questions

Module Four: Booth Characteristics and Setup (II)

• Signage
• Match Your Brand
• Private Area
• Focus on a Message
• Case Study
• Module Four: Review Questions

Module Five: During the Show (I)

• Company Objectives
• Highlighting Your Product
• Do Something Memorable
• Social Media
• Case Study
• Module Five: Review Questions

Module Six: During the Show (II)

• Classic Do’s and Don’ts
• Gamification
• Walk the Floor
• Keep the Distractions Away
• Case Study
• Module Six: Review Questions

Module Seven: Qualifying Visitors

• Know the Answer
• Engage With Qualifying Questions
• Body Language
• Listening Skills
• Case Study
• Module Seven: Review Questions

Module Eight: Engaging the Right People

• Prospects
• Time Wasters (Catch and Release)
• Press
• Competitors
• Case Study
• Module Eight: Review Questions

Module Nine: The Rules of Engagement (I)

• Start With an Open Ended Question
• Record All Prospect Information
• Be Specific with Your Message
• Get a Commitment
• Case Study
• Module Nine: Review Questions

Module Ten: The Rules of Engagement (II)

• Have a Welcoming Environment
• The Do’s and Don’ts of Business Cards
• Observational Skills
• When Not in the Booth
• Case Study
• Module Ten: Review Questions

Module Eleven: After the Show

• Review Information and Rank Your Leads
• Follow up with Your Leads
• Send Information Promptly
• Lessons Learned
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

All necessary course materials are included.