NEGOTIATING

SALES SUCCESS &

CUSTOMER
LOYALTY
19 - 22 OCTOBER 2015
GRAND MILLENNIUM
KUALA LUMPUR MALAYSIA
25 - 28 OCTOBER 2015
RADISSON BLU
DUBAI DEIRA CREEK UAE

MANAGEMENT
SERIES
COURSE OVERVIEW

YOUR INTERNATIONAL
COURSE FACILITATOR

THIS WORKSHOP IS LIMITED TO 16 PARTICIPANTS

& CONSISTS OF TWO PARTS:
Part 1: Negotiating Sales Success (Day 1 - Day 2)

Jim Hornickel

The Negotiating Sales Success training program deepens understanding of

two critical elements; the negotiating relationship as it pertains to the
sales process and the negotiation process.
First, you will learn to understand the sales negotiating relationship through
three pillars of Mutuality, Pro-activity and R.E.S.P.E.C.T. (Responsiveness,
Empathy, Service, Perspectives, Esteem, Courage & Truthfulness)
Second, you will understand key structural components of a successful sales
negotiations process.
Negotiating Sales Success takes participants to a set of skills,
insights and practices rarely experienced in the world of sales bargaining.
The program's unique approach sends each sales negotiator into the business
world with a sharp edge over traditional win-lose & conflict-laden
approaches.
Part 2: Creating Customer Loyalty (Day 3 - Day 4)

Creating Customer Loyalty is a dynamic program that moves participants to

powerful self-discoveries that dramatically strengthen their capacity to be a
consultative agent of customer service.
This highly interactive program uses experiential learning to help you remove
old and less useful methodologies and develop new attitudes and strategies for
building stronger relationships while serving internal and external customers to
meet their needs.

Director of
Training & Development
Bold New Directions
Jim Hornickel brings more than 25 years of professional
and personal experience in Leadership, Management,
Negotiations, Public Speaking, Coaching, Corporate
Training and Transformation to his service.
He has worked in small and large businesses, profit and
non-profit, union and non-union environments. Jim is a
published author and has also successfully started and
operated three small businesses.
Jims passion is to inspire professionals to take bold new
directions in their lives for increased fulfillment and
professional success. He knows that when we awaken from
within we can harness our deepened personal power to
expand our positive influence.
Jim operates from the philosophy that all professionals
have an innate yearning to perform well at work and in
their lives and can reconnect to this yearning through
exceptional corporate training experiences.
Jim Hornickel has successfully brought this approach to the
facilitation of training programs with Fortune 500
organizations in the US, Canada, South America, Europe
and Asia.

By the end of this program participants discover how operating from the
principles of R.E.S.P.E.C.T. transforms collaborative results and leads to greater
customer satisfaction and loyalty.

PAST TESTIMONIALS ABOUT THE TRAINER

Exclusive takeaways:

The course was very well organized & Jim is very knowledgeable &
passionate about the subject. Very well done!
- Camellia Mohiddin, Admin Executive, Petronas Carigali Brunei Ltd
Jim is an extraordinary coach & mentor.
- J.B. Suresh, Product Trainer - Process Analytics, Siemens LLC
Jim is a highly focused professional who brings energy, passion and
tremendous knowledge to his work. Top-notch communication skills with
the ability to see the large picture while attending to details...
- Anne M. DiDomenico, Project Manager

Tel: +6016 3326 360

Fax: +603 9205 7788

kris@360bsigroup.com

1. A copy of Jims newly published

book, Negotiating Success - Tips
And Tools To Building Rapport And
Dissolving Conflict While Still Getting
What You Want. (Wiley Publishing)
2. Workshop Materials: a training
manual containing an overview of
the course plus work-sheets,
examples and exercises.

COURSE CONTENT:
NEGOTIATING SALES
SUCCESS
Workshop Benefits:

DAY1 NEGOTIATING SUCCESS

Negotiating Sales Benchmark Group Exercise
Integrating the Six Principles of Positive Influence
Expanding Your Emotional Intelligence/EQ-Life Intelligence
Understanding Negotiation/Sales Buyer's Behaviors
Role Playing "What is Success?"
Developing Range & Alternatives
"Preparing" with Phase One
"Discovering" with Phase Two
Asking Powerful Questions
Deepening Listening Skills
The Close - Making Requests for What You Want

Transforms understanding of the sales

negotiating process
Expands personal power for effective
bargaining
Uncovers differing negotiation and
buyers' styles
Creates range & alternatives for best
results
Unveils our 5 phase approach for
winning outcomes
Instills the Six Principles of Positive
Influence
Heightens your ability to diminish
conflict
Teaches a mutual-gains strategy

DAY2 CONFLICT RESOLUTION

Aligns relationship building and the sales

negotiating process

Reviewing Day One Learning

"Checking In" with Phase Three
"Trading" with Phase Four
Trading Concessions
"Evaluating" with Phase Five
Exposing Negotiating Sales Tactics
Managing Conflict with Others
Role Playing Exercise
Summarizing with Action Planning

Delivers R.E.S.P.E.C.T. model for success

There are no pre-requisites or designated experience levels required of participants attending this
workshop.

A smart man knows what to say,

a wise man knows how and when to say it.
- Frank M. Garafola

WHO SHOULD ATTEND

Company Chairman & Directors
Business Development Managers
Sales & Marketing Managers
Procurement & Purchasing Officers
HR Directors
Legal Counsels & Advisors
Executives, Managers & Team Leaders
All Sales Representatives
All Professionals who Negotiate
VPs, GMs of Corporate Communications
Heads & Managers of Advertising
Customer Relations Managers
Media & Public Relations Managers

COURSE CONTENT:
CREATING CUSTOMER LOYALTY
DAY3 COMMUNICATING EFFECTIVELY
WITH CUSTOMERS
Redefining Customer Strengths & Weaknesses
Uncovering Your Professional Strengths & Weaknesses
Tuning Your Radar for Areas of Opportunity
One Dozen Best Practices to Create Customer Loyalty
Increasing Your EQ-Total Life Intelligence
Using the 6 Principles of Influence
Understanding Customer Behavior Styles
Closing the Gap Between Differing Styles
Delivering Customer Service as a Standard
Embracing a Solution Oriented Approach
Responding with Timeliness & Effectiveness
Overcoming Communication Barriers
Increasing Communication Effectiveness
Crafting Powerful Questions to Understand Customers Needs
Listening Skills for Better Results
Objective Vs Subjective Probing to Separate Fact From Fiction

WHY THIS EVENT

Creating Customer Loyalty is a specialized
program designed to deeply enhance
participants ability to build relationships of
service, trust and effectiveness with customers
both internal and external to the organization.
This experiential training program deepens
participants ability to uncover customers full
needs and deliver results that please.

Workshop Benefits:
Expands Participants Positivity
Deepens Awareness of Impact on Others
Provides Tools for Building Relationships
Strengthens Essential Communication Skills
Enhances Ability to Empathize with Clients
Powerful Customer Service Techniques
Provides a Process to View Everyone as a
Customer

DAY4 IMPROVING CUSTOMER

RELATIONSHIPS

Shares a New Approach to Handling

Difficult Customers

Enhancing Connection with Every Customer

Using Empathy as a Critical Tool
Putting Service Back into Customer Service
Exploring the Customers Perspective
Selecting Best Perspectives for Situational Success
Elevating Esteem to Build Customer Loyalty
Building Courage for Tough Questions & Requests
Honing Authenticity & Truth-telling
Preventing & Dissolving Customer Conflict
Building Stronger Relationships Over Time

Promotes a Positive Service Oriented

Culture

There are no pre-requisites or designated experience levels required of participants attending this
workshop.

COURSE SCHEDULE
The most important trip you may take in life
is meeting people half way.
- Henry Boyle

8.00
8.30
10.10 - 10.30
12.30 - 13.30
14.40 - 15.00
16.00

Registration & Coffee/Tea

Workshop commences
Morning coffee/tea
Lunch
Afternoon coffee/tea
End of day

NEGOTIATING
SALES SUCCESS &
CUSTOMER
LOYALTY

REGISTRATION FORM
Fax: +603 9205 7788
Tel: +603 9205 7772

19 - 22 OCTOBER 2015
GRAND MILLENNIUM
KUALA LUMPUR MALAYSIA
25 - 28 OCTOBER 2015
RADISSON BLU
DUBAI DEIRA CREEK UAE

Mobile: +6016 3326 360

Email: kris@360bsigroup.com

DELEGATES
1

Name

IN-HOUSE TRAINING
360 BSI is passionate about providing strategic technical
programs and high potential training solutions across the
region to build personal competencies and organizational
capability.

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You will receive practical training from a professionally

qualified educator with over twenty years of teaching and
training experience.
Please feel free to mix-and-match topics from the areas listed
below to get the right training content for your staff. Other
topics may be available upon request.

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OTHER PUBLIC COURSES

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The Craft of Technical & Scientific Writing & Presentation

Effective Communication & Presentation Skills
Talent Acquisition and Behavioural Interviewing
Globalised Compensation and Rewards Systems
Effective Technical Report Writing
Records, Information & Document Management
Effective Performance Management

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Hotel Contact Details:

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Mobile

Grand Millennium Kuala Lumpur

160 Jalan Bukit Bintang, 55100 Kuala Lumpur
Tel: +60 3 2117 4899 Fax: +60 3 2142 1441
Radisson BLU Hotel, Dubai Deira Creek
Baniyas Road, P.O. Box 476, Dubai, UAE
Telephone: +971 4 2057105 Fax: +971 4 2234698

AUTHORIZATION

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Name

Job Title

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Tel :

General Information:
1
2
3
4
5

Cancellations/Substitutions

Organization :

Substitutions are welcome at any time. Please notify us at

least 2 working days prior to the event. All cancellations will
carry a 10% cancellation fee, once a registration form is
received. All cancellations must be in writing by fax or email
at least 2 weeks before the event date. Cancellations with
less than 2 weeks prior to the event date carry a 100% liability.
However, course materials will still be couriered to you.

Address :

Signature :

FEES

KUALA LUMPUR
DUBAI, UAE

Date:

Thank you for your registration!

PAYMENT DETAILS

(please tick as appropriate)

* REGISTER 3 DELEGATES
AND GET 15% DISCOUNT

WORKSHOP #1
USD 1,995

WORKSHOP #2
USD 1,995

BOTH WORKSHOPS
USD 3,395

19 - 20 OCT 2015

21 - 22 OCT 2015

19 - 22 OCT 2015

25 - 26 OCT 2015

27 - 28 OCT 2015

25 - 28 OCT 2015

The fee does not include any taxes (withholding or otherwise). In case of any taxes applicable
the client has to ensure that the taxes are paid on top of the investment fee paid for the course.
Compliance with the local tax laws is the responsibility of the client.

Registrations close ONE (1) week before the training dates.

The fees cover lunch, tea breaks, materials and certificate.
Official confirmation will be sent, once registration has been
received.
Participants will need to arrange their own accommodation.
Attire: Smart Casual

Payment is required within 5 days upon receipt of

the invoice.
Bank transfer:
360 BSI MIDDLE EAST LIMITED
Abu Dhabi Commercial Bank
Dubai Mall Branch, P.O.Box 49124 Dubai, U.A.E
Account No: 10065721319001
Swift No: ADCBAEAAXXX
IBAN No: AE780030010065721319001

All payments must be received prior to the event date

360 BSI (M) Sdn Bhd (833835-X), Level 8 Pavilion KL, 168 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia.

360 BSI Training Calendar 2015

Event Code

Type

KK-MN-KL-125/126

IT

SV-SS-DUB-96
KK-TE-DUB-43

Safety
General

SV-SS-DUB-97

Safety

KK-TE-SIN-44
KK-MN-KL-127
KK-TE-KL-41
KK-MN-JAK-128
KK-TE-JAK-42
KK-TE-DUB-45

General
IT
General
IT
General
General

SV-FI-DUB-9/10

Finance

Fraud Control & COSO 2013 Framework: Improving

13 - 16 Sept 2015
Internal Controls and Organizational Effectiveness

SV-MN-DUB-131
KK-MN-KL-117/118

HR
General

13 - 15 Sept 2015
19 - 22 Oct 2015

Dubai
Kuala Lumpur

19 - 22 Oct 2015

Kuala Lumpur

25 - 28 Oct 2015

Dubai

25 - 28 Oct 2015

Dubai

08 - 11 Nov 2015

Dubai

08 - 10 Nov 2015
08 - 10 Nov 2015
08 - 10 Nov 2015
11 - 12 Nov 2015

Dubai
Dubai
Dubai
Dubai

KK-MN-KL-119/120
KK-MN-DUB-121/122
KK-MN-DUB-123/124
KK-MN-DUB-129
KK-MN-DUB-131
SV-MN-DUB-132
SV-SS-DUB-98
SV-SS-DUB-99

COURSE TITLE
Document & Information Management, Security,
Retention & Archiving
Visible Safety Leadership
Effective Technical Report Writing
Quality, Behavior & the Bottom Line: The Human
Side of Quality Improvement
Effective Technical Report Writing
Document Management, Security & Retention
Effective Technical Report Writing
Document Management, Security & Retention
Effective Technical Report Writing
Effective Technical Report Writing

Effective Performance Management

Negotiating Sales Success & Customer Loyalty
Effective Communication, Presentation Skills &
General
Report Writing
Negotiating Sales Success & Customer Loyalty
General
Effective Communication, Presentation Skills &
General
Report Writing
Document & Information Management, Security,
IT
Retention & Archiving
Management Green Supply Chain Management
Preventing Workplace Bullying
HR
BBS: Safety & Leadership
Safety
Root Cause Analysis
Safety

SV-FI-KL-11/12

Finance

KK-MN-SIN-130

IT

SV-SS-DUB-100
SV-SS-DUB-101

Safety
Safety

DATE - 2015
08 - 11 June 2015

Kuala Lumpur

14 - 15 June 2015
14 - 15 June 2015

Dubai
Dubai

16 - 17 June 2015

Dubai

15 - 16 July 2015
02 - 03 Sept 2015
02 - 03 Sept 2015
07 - 08 Sept 2015
07 - 08 Sept 2015
13 - 14 Sept 2015

Singapore
Kuala Lumpur
Kuala Lumpur
Jakarta
Jakarta
Dubai

Fraud Control & COSO 2013 Framework: Improving 30 Nov - 01 Dec

Internal Controls and Organizational Effectiveness 2015
Document & Information Management, Security,
Retention & Archiving
BBS: Safety & Leadership

Root Cause Analysis

VENUE

Dubai

Kuala Lumpur

06 - 09 Dec 2015

Singapore

06 - 08 Dec 2015
09 - 10 Dec 2015

Singapore
Singapore

Contact Kris at kris@360bsi.com to register or for further details. Tel: +60 16 3326 360