NEGOTIATING

SALES SUCCESS &

CUSTOMER
LOYALTY
10 - 13 OCTOBER 2016
GRAND MILLENNIUM
KUALA LUMPUR MALAYSIA
16 - 19 OCTOBER 2016
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

10 - 13 OCTOBER 2016
GRAND MILLENNIUM
KUALA LUMPUR MALAYSIA
16 - 19 OCTOBER 2016
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:

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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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

10 - 11 OCT 2016

12 - 13 OCT 2016

10 - 13 OCT 2016

16 - 17 OCT 2016

18 - 19 OCT 2016

16 - 19 OCT 2016

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 2016

Event Code

Type

KK-MN-SIN-130
KK-MN-DUB-131
KK-MN-DUB-129
KK-TE-DUB-48
KK-MN-KL-132
KK-TE-SIN-44

COURSE TITLE
Document & Information Management, Security,
IT
Retention & Archiving
Management Green Supply Chain Management
Document & Information Management, Security,
IT
Retention & Archiving
General
Effective Technical Report Writing
IT
Document Management, Security & Retention
General
Effective Technical Report Writing

DATE - 2016

VENUE

04 - 07 Apr 2016

Singapore

10 - 12 Apr 2016

Dubai

02 - 05 May 2016

Dubai

15 - 16 May 2016
23 - 24 May 2016
18 - 19 July 2016

Dubai
Kuala Lumpur
Singapore

KK-TE-JAK-42

General

Effective Technical Report Writing

31 Aug - 01 Sep 2016 Jakarta

KK-TE-KL-41
KK-MN-KL-133

General
IT

Effective Technical Report Writing

Document Management, Security & Retention
Document & Information Management, Security,
Retention & Archiving

05 - 06 Sep 2016
05 - 06 Sept 2016

General

Effective Technical Report Writing

05 - 06 Oct 2016

General

Effective Technical Report Writing

10 - 11 Oct 2016

KK-MN-KL-117/118

General

10 - 13 Oct 2016

KK-MN-KL-119/120

General

10 - 13 Oct 2016

Kuala Lumpur

KK-MN-DUB-121/122

General

16 - 19 Oct 2016

Dubai

KK-MN-DUB-123/124

General

Negotiating Sales Success & Customer Loyalty

Effective Communication, Presentation Skills &
Report Writing
Negotiating Sales Success & Customer Loyalty
Effective Communication, Presentation Skills &
Report Writing
Document & Information Management, Security,
Retention & Archiving
Effective Technical Report Writing

Kuala Lumpur
Kuala Lumpur
Available for Inhouse
Available for Inhouse
Available for Inhouse
Kuala Lumpur

16 - 19 Oct 2016

Dubai

06 - 07 Nov 2016

Available for Inhouse

Doha

Behavioral Based Safety (BBS) & Leadership

Root Cause Analysis
Business Continuity & Disaster Recovery Planning

To be confirmed 2016
To be confirmed 2016
To be confirmed 2016

Dubai
Dubai
Kuala Lumpur

IT Information Security Management Principles

To be confirmed 2016

Dubai

IT

IT
KK-TE-DOH-47

General

SV-SS-DUB-104
SV-SS-DUB-105
SV-IT-KL-22

Safety
Safety
IT

SV-IT-DUB-21

IT

SV-FI-KL-11/12

Finance

SV-MN-DUB-131

25 - 28 Sept 2016

16 - 19 Oct 2016

Fraud Control & The COSO 2013 Framework: Improving

To be confirmed 2016
Internal Controls and Organizational Effectiveness

Kuala Lumpur

HR

Effective Performance Management

To be confirmed 2016

Dubai

SV-MN-DUB-132

HR

Preventing Workplace Bullying

To be confirmed 2016

Dubai

SV-FI-DUB-9/10

Finance

Fraud Control & The COSO 2013 Framework: Improving

To be confirmed 2016
Internal Controls and Organizational Effectiveness

Dubai

SV-IT-DUB-19

IT

Project Management for IT Professionals (23 PDUs)

To be confirmed 2016

Dubai

SV-SS-DUB-96

Safety

Dubai

SV-SS-DUB-97

Safety

SV-IT-DUB-20

IT

Visible Safety Leadership

To be confirmed 2016
Quality, Behavior & the Bottom Line: The Human Side of
To be confirmed 2016
Quality Improvement
IT Governance: Governance & Management of
To be confirmed 2016
Enterprise IT

Dubai
Dubai

Other Training Courses by Affiliated Training Partners

Technical
Security
Security
Security

Advanced Shutdown / Turnaround / Outage (STO)

Management
Advanced Certificate in Security Management
Advanced Certificate in Professional Investigation &
Covert Surveillance
Advanced Certificate in Field Incident Command

Management CSR Strategy & Value-creation Masterclass

HR

Training ROI Masterclass

Management Effective and Efficient Warehouse Operations

Finance

Effective Collection & Recovery Strategies

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

Dubai
Kuala Lumpur
Dubai
Dubai
Dubai
Dubai
Dubai
Dubai