BusinessCoach.com - Handouts

Listening: The most important aspect of customer service

Mon, 13 Feb 2006 00:35:00 GMT

Communications Styles: How to work with other styles

Wed, 22 Feb 2006 00:24:00 GMT

This handout will help you to learn how to work with other's communication styles. You might even use this handout to determine the dominate style of communication for the people around you.

The secret of commitment

Wed, 22 Feb 2006 01:09:00 GMT

In today’s world, the concepts of commitment and convenience have merged, leaving an unclear understanding of what commitment actually means. Commitment is doing whatever is necessary to achieve desired results legally and with integrity.

The story

Wed, 22 Feb 2006 01:12:00 GMT

The “story” is the private and public conversation of justifications, reasons, explanations, and fixed positions that stand in the way of our being effective.

Accountability

Wed, 22 Feb 2006 01:14:00 GMT

Accountability is living by choice rather than living by accident. Accountability is the opportunity to carve out the future rather than sit back and have it happen to you.

Risk

Wed, 22 Feb 2006 01:16:00 GMT

The folowing handout is more like a poem that discusses what it means to take risks.

Suggestions for making & keeping commitments

Wed, 22 Feb 2006 01:16:00 GMT

Keeping score

Wed, 22 Feb 2006 01:24:00 GMT

Keeping score can help a company develop and implement solution driven action plans to accomplish their goals.

What is the value of a scorecard?

Wed, 22 Feb 2006 01:25:00 GMT

Reasons for keeping score in business

Wed, 22 Feb 2006 01:27:00 GMT

The hot ads game

Wed, 22 Feb 2006 01:33:00 GMT

Have you ever wondered how to get more responses to your job postings? Here are suggestions for how to get your phone ringing, your fax machine pumping and your email account overflowing with candidates.

New sales hire program

Wed, 22 Feb 2006 22:07:00 GMT

Your new sales hire program is the total package you are offering to your potential salesperson. Click on this handout to see an overview for an effective new sales hire program

Sales representative interview questions

Wed, 22 Feb 2006 22:16:00 GMT

If you have ever been at a loss for interview questions, be sure to check out this handout. You will find dozens of potential interview questions that work.

Sales representative pre-screening questions

Wed, 22 Feb 2006 22:18:00 GMT

The following questions are recommended when conducting phone interviews to screen candidates and select candidates for in-person interviews.

Ways to hire the employees you want

Wed, 22 Feb 2006 22:28:00 GMT

How employers retain extraordinary employees

Wed, 22 Feb 2006 22:34:00 GMT

More and more retention of employees is becoming a critical initiative for organizations. Over the years, we have closely monitored how employers retain extraordinary employees and this a list of what we have witnessed.

What employees want most in the workplace

Wed, 22 Feb 2006 22:41:00 GMT

Our work with organizations and the various studies we have reviewed has resulted in this list for what employees want most in the workplace.

Ways to becoming a better employee

Wed, 22 Feb 2006 22:42:00 GMT

Techniques for excellent training

Wed, 22 Feb 2006 22:43:00 GMT

Partnering

Wed, 22 Feb 2006 22:55:00 GMT

What is partnering? Why is it important? Read this handout to get answers to these questions.

Qualifying questions in a sales call

Wed, 22 Feb 2006 23:07:00 GMT

It's time to stop stumbling over your words and start engaging your perspective clients with effective qualifying questions.

Success in Sales

Wed, 22 Feb 2006 23:12:00 GMT

Success in sales is much easier than it might seem. We have provided you a simple list of what to do to find success in sales.

Important secrets of marketing

Wed, 22 Feb 2006 23:14:00 GMT

Marketing is not a secret. Effective methods and habits around marketing might just be a secret to you. We want to share with you what those secrets are. Check out this handout to see if you have mastered the secrets of marketing.

Ode to customers

Wed, 22 Feb 2006 23:17:00 GMT

The next time someone you work with questions the importance of customer service or complains about a customer, use this handout to remind them of how important the customer is to your business.

Customers & quality

Wed, 22 Feb 2006 23:20:00 GMT

Customers and quality are interdependent in business. This handout defines these two concepts and can be used to reinforce your service philosophy.

Customer service mission statement

Wed, 22 Feb 2006 23:22:00 GMT

Looking for help in clarifying your customer service mission statement? Use this handout to get the ideas flowing.

Phone verbiage & etiquette

Wed, 22 Feb 2006 23:24:00 GMT

The very first impression of your business for potential customers is usually on the phone. Take pride in representing yourself as a true professional.

Why a customer leaves

Wed, 22 Feb 2006 23:29:00 GMT

Why do your customers leave? Here are average statistics for why customers leave a service/product provider.

Customer retention plan

Wed, 22 Feb 2006 23:33:00 GMT

How do you plan to retain customers? Use this handout to determine your customer retention rate and begin the dialogue for what you can do to retain your customers.

An unforgettable customer service attitude

Wed, 22 Feb 2006 23:36:00 GMT

If you have every wondered the what the attitude of unforgettable customer service looks like, then read this handout. Have you or your organization mastered this attitude?

The qualities of unforgettable customer service

Wed, 22 Feb 2006 23:37:00 GMT

This handout describes the qualities of unforgettable customer service. How are you and your team doing to master these qualities?

Ways to boldly solve problems in business

Wed, 22 Feb 2006 23:41:00 GMT

People with innovative minds doing innovative things

Wed, 22 Feb 2006 23:43:00 GMT

The next time you wonder if you can accomplish your goal or project, consider what has worked for these historic figures.

Teamwork: an illustration

Tue, 28 Feb 2006 18:30:00 GMT

This fun illustration uses images to communicate how people might realize the importance the team. Hand this illustration out at your next meeting and use it to create a conversation about what it means to each person.

Answering objections when making sales calls

Wed, 15 Mar 2006 16:38:00 GMT

This handout presents common objections and possible ways to address these objections with probing questions.

Financial Guiding Principles

Tue, 28 Mar 2006 14:35:00 GMT

Have you ever wondered if accountants or bankers have a secret formula for figuring out the financial fortitude of your business? Well, they do and this information will let you know what ratios are important.

Rules for Being Human

Fri, 14 Apr 2006 13:36:00 GMT

You are human?and here are some Rules to never forget along your path in life.

10 Reasons Businesses Succeed

Fri, 14 Apr 2006 13:36:00 GMT

Want your business to succeed? Here are 10 things that must be in place to help support your plan for success?

10 Reasons to Implement a Customer Service Program

Fri, 14 Apr 2006 13:45:00 GMT

Your customers are the most important aspect to the success of your business. Here are 10 ways a Customer Service Program will support your success with your customers.

The Station By Robert J. Hastings

Wed, 26 Apr 2006 03:12:00 GMT

??It isn?t the burdens of today that drive men mad.�It is the regrets over yesterday and the fear of tomorrow.�Regret and fear are twin thieves who rob us of today??�A Poem about creating a life focused on the journey, not the destination.

Not Here! By Randy Felice, A&S BMW

Wed, 26 Apr 2006 03:12:00 GMT

A Poem written with the intention of creating a culture within the company?s Mission, Vision and Commitments from a ?not here? perspective.

Goals

Wed, 03 May 2006 22:33:00 GMT

The purpose of goals is to focus our attention.� The mind will not reach toward achievement until it has clear objectives.

Ways to Develop Quality Leadership

Mon, 22 May 2006 18:36:00 GMT

This handout will get you on track to develop quality leadership within yourself and leaders around you.

Poem: The Leader

Mon, 22 May 2006 18:41:00 GMT

If you are looking for a document that explains the difference between a boss and a leader, then you have fount it. Read this poem and it will change your view.

Teambuilding

Wed, 24 May 2006 17:47:00 GMT

Teambuilding can mean so many different things to many different people. Hand this document out at your next team meeting to spark a discussion about teambuilding within your team with the discussion questions that are included.

Poem: The Snake That Poisons Everybody

Wed, 24 May 2006 18:01:00 GMT

If you want to address gossip, then use this poem to send a message to your team.

Things to Consider When Warning or Letting an Employee Go

Wed, 31 May 2006 16:25:00 GMT

How can coaching work in your business?

Wed, 31 May 2006 16:52:00 GMT

This document can be used to get you and your team thinking about how to incorporate coaching approaches into your work environment.

Techniques to Improve Your Business Culture

Wed, 31 May 2006 17:52:00 GMT

Use this document to learn how to improve your business culture.

Financial Ratios

Mon, 21 Aug 2006 21:01:00 GMT

Would it matter to you to know how to calculate your return on your business assets? Do you know hot to measure the turnover time for your inventory? Now would be a good time to say yes. These ratios are critical to forecasting, budgeting, and making overall decisions for business strategies.

Defining Characteristics of Leadership

Tue, 29 Aug 2006 21:03:00 GMT

A group of leaders got together in recent years in an attempt to define the characteristics of leadership. Read this handout to find out what they came up with.

Looking for a Leader?

Tue, 29 Aug 2006 21:07:00 GMT

The next time you find yourself promoting, developing or hiring a leader be sure to keep the following descriptions in mind.

If I Could Live it Over By Nadine Stair

Mon, 18 Sep 2006 19:29:00 GMT

This is a poem to inspire thoughts on how to live a full and happy life.

Levels of Group Interaction

Mon, 18 Sep 2006 19:35:00 GMT

This document provides you with 3 descriptions for the levels of group interaction that occur within organizations. Consider using this document to stimulate a conversation about what level your group is interactiong on and where you might want the interaction to go.

What is a TEAM in business?

Mon, 18 Sep 2006 21:39:00 GMT

What is team in business? How does a team know they are a team? These are the kinds of questions we have asked for years. This handout is designed to provide you with some perspectives of what team is in business. Use this to further define what team is in your business.

Empowering Questions About Employee Relations

Mon, 18 Sep 2006 21:48:00 GMT

Essentials for Teambuilding

Tue, 19 Sep 2006 19:01:00 GMT

This handout offers great points on what activities, items and conversations have an impact on teambuilding.

Power

Tue, 19 Sep 2006 19:02:00 GMT

Hand this document out at your next team or company meeting and use the discussion questions to spark a conversation about what power means at your business.

The Four Phases of Group Emergence

Tue, 19 Sep 2006 19:03:00 GMT

The following will help you understand the phases a group or team goes through. This may explain for you those trying (storming phase) moments and the most rewarding (performing phase) moments.

Effective Energy in a Group

Tue, 19 Sep 2006 19:04:00 GMT

The answer to maximizing the effective synergy of your team is to identify what intrinsic synergy can be removed from the equation. Use this handout to creat a conversation with your team to start equating the type and amount of synergy your team is creating.

Power: The Uses & Sources

Tue, 19 Sep 2006 19:05:00 GMT

Each member of a team uses various types of power. This handout identifies the sources of power and how they are used.

Don't Quit

Tue, 19 Sep 2006 19:06:00 GMT

This is a poem about perseverance and being committed to not quitting. You might consider using this to create dialog within your company about Leadership, Managing Employees or Teambuilding.

How to use your vision, mission, core values and commitment statements

Tue, 19 Sep 2006 19:16:00 GMT

Do you ever wonder how the vision, mission or commitment statements can be used on an ongoing basis in your organization? At BusinessCoach.com, many of our clients have asked for examples of how to use these statements and we have the answers.

Building bridges teambuilding exercise

Tue, 19 Sep 2006 19:21:00 GMT

The objective of this exercise is to introduce the idea of teamwork, communication and creative problem solving.

Project connection teambuilding exercise

Tue, 19 Sep 2006 19:22:00 GMT

The objective of this exercise is for each participant to realize that they are a part of an integral part of the business system which must perform their role and link with other participants to complete a project.

We're puzzled teambuilding exercise

Tue, 19 Sep 2006 19:23:00 GMT

Participants are challenged use creative problem solving to complete this task. This exercise will also expose when participants are playing team and when they are not playing team.

Job expectations sample

Tue, 19 Sep 2006 19:31:00 GMT

The most commonly forgotton part of leading employees is communicating expectations. This handout provides an example of a set of expectations that might exist for an employee.

Client accountability: Accounts receivable

Tue, 19 Sep 2006 19:36:00 GMT

Keeping track of your accounts receivable becomes much harder when your clients/customers are not paying you.

The effects of a sales person on profitability

Tue, 19 Sep 2006 19:45:00 GMT

Sales people have a great impact on sales and profits. This list documents how a sales person can have an impact on profits.

Closing questions in a sales call

Tue, 19 Sep 2006 19:48:00 GMT

How you close a sale can set the tone for how the customer/client experiences your business product/service. Use these simple questions to get you in the habit of using effective closing questions.

Is 99.9% good enough?

Tue, 19 Sep 2006 19:50:00 GMT

Consider the following facts when debating whether or not 100% quality customer service will be of value to the success of your business.

Complaint management

Tue, 19 Sep 2006 20:02:00 GMT

Effective Complaint management is a marketing strategy. Remember a time when you had a complaint? How was it handled and are you still patronizing that company?

The high cost of losing a customer

Tue, 19 Sep 2006 20:03:00 GMT

How much does it cost your company when you lose a customer? Here are statistics of average cost of losing a customer.

Systematic problem solving

Tue, 19 Sep 2006 20:07:00 GMT

Making bold solutions to problems will transform your business environment. Here are some suggestions for creating solutions systematically.

Solutions for time management

Tue, 19 Sep 2006 20:08:00 GMT

People always complain that there is just not enough time in the day to accomplish their tasks. Most often, people are not willing to commit to time management despite the benefits. Just follow these tips and you will be reaping the rewards.

Stages of change

Tue, 19 Sep 2006 20:09:00 GMT

Consider the following information the next time you embark on change.

10 Steps to Becoming a Better Employee

Tue, 19 Sep 2006 20:14:00 GMT

Success of a business is dependent upon the success of the individuals within the organization. Here are some actions that employees can take to hold themselves and their environment accountable to their own success.

10 Solutions to Customer Complaints

Tue, 19 Sep 2006 20:16:00 GMT

When confronted with a Customer complaint, here are 10 Solutions that will help acknowledge, identify and solve the problem.

Lessons from the Geese

Tue, 19 Sep 2006 20:19:00 GMT

We can learn a lot from observing the behavior of geese when it comes to using teamwork to maximize success in the direction we want to go. You can use this with your coaching clients to illustrate the power of teamwork and commitment within their organization. Use this in Teambuilding and Leadership meetings.

Receiving a Harrassment/Discrimination Complaint

Tue, 19 Sep 2006 20:21:00 GMT

When an employee comes to you with a harassment complaint, take the situation seriously. Here are proper steps in handling the situation with all parties.

Poem: The Dangerous People

Tue, 26 Sep 2006 15:50:00 GMT

This poem speaks to overcoming other's objections or belief that things cannot be done. Use this poem to spark a discussion with your team about the difference between objections or 'I can't' thinking and will or commitment to something. Does 'I can't' thinking exist on your team, within your customer service philiosophy or at the level of leadership?

Expectations: A Priceless Tool to Increase Effectiveness & Alignment

Tue, 26 Sep 2006 15:52:00 GMT

Expectations are the invisible thoughts, needs, and/or requirements that one might have for how something/someone should behave or work. We always have expectations of others; however, we rarely communicate those expectations verbally or in writing.�This handout provides further explaination regarding the importance of expectations and possible ways/types of expectations that might exist within a company.

Leadership Quiz

Tue, 26 Sep 2006 19:53:00 GMT

When was the last time you assessed your basic leadership abilities? For leaders, it is so important to continually gauge where you are and what you can develop. The team you lead and or the organization you are a part of is impacted by your leadership abilities everyday. Extraordinary leaders know this, embrace this and commit to continual development.

Reasons Employees Get Fired

Tue, 26 Sep 2006 19:54:00 GMT

The following handout offers general information gathered from surveying businesses as to what have been the reasons for firing employees. For employers, pay attention to the early warning signs. For employees, find out if you are doing these things and stop doing the things that are within your control.

Learning styles: How do you learn?

Tue, 26 Sep 2006 19:56:00 GMT

Do you learn from seeing something?�Do you prefer verbal instructions? Are you someone who wants to jump right in and start working on something? Find out what learning style best fits you by completing this handout. You will also learn how to work more effectively with other learning styles. If you are someone responsible for training in your organization, you definately want to use this handout.

Telephone pre-screening for candidates

Tue, 26 Sep 2006 19:57:00 GMT

If you are looking for a way to streamline your interviewing process, then consider our telephone pre-screening handout. In this handout you will find a useful format for organizing your telephone pre-screening interviews. Included in this information are questions to use in qualifying the candidates.

Communication styles: How to identify your style

Tue, 26 Sep 2006 19:59:00 GMT

So many of the challenges encountered in business have to do with mis-communication. Because communication is so important to the success of an organization, it is just as important to understand your communication style.�Use this handout to identify your dominate communication style and the dominate communication styles of other people you work with.� After you identify what your dominate communication style is, print out our other document Communication Styles: How to work with other styles.

Five Important Questions

Tue, 26 Sep 2006 20:02:00 GMT

Thought-provoking questions to inspire the kind of thinking that generates breakthrough ideas. Use this in Business Planning, Team Meetings, Problem Solving or Establishing Goals.

Winston Churchill on Managing People

Thu, 19 Oct 2006 15:01:00 GMT

At age 71, Winston Churchill led Great Britain from the brink of defeat to victory as wartime prime minister. Here are some gems from his writings on managing people.

How to Choose or Change Your Professional Advisory Team

Thu, 19 Oct 2006 15:13:00 GMT

Every business needs a group of outside advisors. Here are the basics of selecting or reshuffling your advisory team.

Website Writing that Produces Results

Thu, 19 Oct 2006 15:32:00 GMT

Remember, your company website is not just an information site regarding your business. It is a sales piece. This handout shares Here are just a few simple writing tips to include:

The Forgotten Lombardi

Thu, 02 Nov 2006 00:06:00 GMT

Green Bay Packers coach Vince Lombardi is famous for the phrase “Winning isn’t everything---it’s the only thing.” But did he really say it? And what else did he say about winning?

How to Hire the World?s Greatest Sales Rep

Thu, 02 Nov 2006 00:09:00 GMT

Use this handout to identify strengths in your next sales rep.

What To Do Before You Go For Financing

Thu, 02 Nov 2006 00:13:00 GMT

Most businesses start out thinking the most important thing they need to bring to the bank for financing is a great business plan. But looking at your business plan will be far down on a lender’s list. Before they look over your dream document, they want to see proof of what banks refer to as your “lending character”.

Leadership Quick Test for Your Next Managers Meeting

Wed, 15 Nov 2006 14:22:00 GMT

Need a good opening activity for your next managers meeting? Hand out this quick leadership test to generate a conversation.

Ideas on Breaking Meeting Monotony

Wed, 15 Nov 2006 14:33:00 GMT

Here are some simple ideas to keep audience eyelids open in that next meeting or training session.

More Web Writing Keys

Wed, 15 Nov 2006 14:36:00 GMT

In the web world, you’ve got to have more than good verbal copy on your site. In this second handout on web writing, find out ways you can add visual punch to your website.

How to Delegate More Effectively Part 1

Wed, 15 Nov 2006 21:59:00 GMT

Use these tips to help you be more effective with your delegation.

How to Create Your 30-Second Personal Commercial

Wed, 15 Nov 2006 22:08:00 GMT

When you attend a business meeting or networking function, you are surrounded by prospects. You need a 30-second memorized description of what you are in business to do. Use it to capture any short conversation with a person and comfortably turn it into a dialogue about your services.

How to Delegate More Effectively Part 2

Wed, 15 Nov 2006 22:14:00 GMT

In our previous handout, How to Delegate More Effectively Part 1, we touched on the first 4 techniques to delegation. This handout will finish out our suggestions for effectiveness.

Teambuilding Tips From a Flock of Geese

Wed, 15 Nov 2006 22:19:00 GMT

Here are some fascinating facts about the flying habits of geese and the lessons they teach about leading people.

Top Prospect Concerns

Wed, 15 Nov 2006 22:23:00 GMT

Whether you’re selling million dollar IT products or lawn furniture, your prospects are always silently asking the same questions of themselves as they struggle over whether to buy from you. The more of these you anticipate the more sales you’ll close.

Quick Checklist for Running a Board of Directors Meeting

Wed, 15 Nov 2006 22:27:00 GMT

Board meetings may not occur often in your company, but here are some important keys to running a proper Board of Directors meeting.

New Age Selling

Wed, 15 Nov 2006 22:32:00 GMT

With the average cost of getting a sales rep in front of just one new customer approaching $1000, sales managers need to know what’s in and out in the new age of selling. Here’s a handout for your sales managers to test their competitive edge.

5 Easy Ways for Your Sales Reps to Practice ?One Touch Customer Service?

Wed, 15 Nov 2006 22:43:00 GMT

Here are�5 great strategies you can teach your sales reps that will help them stay in touch with your customers!

Do Your Goals Pass the ?Get It Done? Test?

Wed, 15 Nov 2006 22:52:00 GMT

Follow these tips to set goals that are serious and achievable. You’ll have a better chance to “Get It Done”.

5 Tips on Delivering Fantastic Service to Your ?Other Customer?

Wed, 15 Nov 2006 22:54:00 GMT

Who is your ?other customer?? Why, every employee you have, of course. Here are some classic customer service concepts, reengineered to apply to your employees.

Top Reasons Why Team Meetings Tank

Wed, 15 Nov 2006 22:55:00 GMT

Here are some of the top reasons we?ve discovered that team meetings don?t achieve maximum impact. Use this information and the suggested solutions to recharge your team meetings.

More Tips on Delivering Fantastic Service to Your ?Other Customer?

Wed, 15 Nov 2006 23:03:00 GMT

Who is your “other customer”? Why, every employee you have, of course. Here are more classic customer service concepts, reengineered to apply to your employees.

Keys to Fabulous Flip Charting

Wed, 15 Nov 2006 23:07:00 GMT

Here are some creative ideas to jazz up your next flip chart presentation.

More Top Prospect Concerns

Wed, 15 Nov 2006 23:12:00 GMT

Must Do Hiring Practices

Wed, 15 Nov 2006 23:22:00 GMT

Don’t leave these must do hiring practices out; no matter how pressed for time you are to fill the position. The time and expense you could save later will more than make up for the extra effort.

6 Ways to Supercharge a Sales Meeting

Wed, 15 Nov 2006 23:24:00 GMT

Tired of the same old song and dance at your sales meetings? Do you find yourself and others nodding off? It’s time to supercharge your sales meetings! Use these 6 tips to bring excitement back to your meetings.

5 Great Tips for Working with Ad Agencies

Wed, 15 Nov 2006 23:27:00 GMT

Remembering these 5 strategies will lessen your frustration and improve your results!

Why Great Employees Leave

Wed, 15 Nov 2006 23:29:00 GMT

With people more willing than ever to seek better opportunities, here are the top reasons why great people leave companies.

10 Great Tips on Networking

Wed, 15 Nov 2006 23:32:00 GMT

Prepare for your next networking experience by using these 10 great networking tips.

4 More Great Tips for Working With Ad Agencies

Wed, 15 Nov 2006 23:34:00 GMT

More great strategies that will lessen your frustration and improve your results with your advertising strategies!

5 Ways to Make a Print Ad Pop

Fri, 15 Dec 2006 22:08:00 GMT

Here are five great strategies that will improve the results of your print ads!