• In this session, participants will discover many of the essential skills, qualities, behaviours and traits that will increase their ability to service their clients in a professional and profitable manner.

• You will learn how to properly greet incoming callers and walk-in customers in order to make a connection, build rapport, earn their confidence and trust.

• We will discuss the significance of your frame of mind, professionalism and positive mental attitude.

• Distinguishing between an order taker and a consultative sales professional we will help you to discover how you can be a greater asset to your customer, your employer and yourself.

• You will learn how to ask better quality questions in order to assess client needs and make recommendations that are sensible and logical.

• In this workshop, discover how to identify buying signals and use suggestive, up selling techniques to help customers make intelligent, informed decisions on value added merchandise or solutions.

• Learn ways to effectively manage and work through questions, concerns and objections.

• Gain the necessary knowledge to help clients make intelligent and informed decisions about the products and services offered by your company.

• Ultimately, by attending this workshop and applying the knowledge revealed you will enhance your success rate in earning the customer's business more often at higher margins!

• Anyone who is new to professional inside selling or customer service and looking for the tools, techniques and advantages that will get them off to a faster start in their career.

• Those who are working in a role where they are servicing the needs of incoming customers either in person, by  phone or a combination of both.

• Those individuals who have never received any formal training in these skills and disciplines in the past.

• Individuals working in any organization that has identified a need to increase the level of professionalism and the responsibilities of their inside sales and/or customer service staff.

• Anyone who wants to increase their confidence and competence in working with customers.

• Those who want to learn how to better service the needs of their clients for increased customer satisfaction and retention.

• Sales and customer service people who want to gain the knowledge and skills that will increase their personal value and create opportunities for professional advancement with-in their company.

I learned a lot from the needs assessment.  There was a lot of things/questions that I wasn't using.  I now have a new understanding of this area and it will make my job more successful and efficient.  Very informative!  Marshall is very upbeat and kept me interested.

Nicole Proctor, Sales and Leasing Consultant, Greg Vann Nissan

I learned the different types of questions to ask or respond to.  This course is very informative but not in an intimidating way.  Marshall is very approachable, friendly, nice, genuine and funny.

Ashna Gupta, Inside Sale Rep, Ahearn and Soper

Today, I learned a little more about overcoming objections and how to help my customers with their needs.  Inside Selling Skills is very well done with a lot of good information.  Marshall has a lot of good knowledge to pass on.

John Hogewoning, Sales and Leasing Consultant, Greg Vann Nissan

I learned the importance of listening to your customers and the significance of building rapport with customers.  This course is excellent, I enjoyed learning by your examples and stories.

Ann-Marie Murray, Administrative Assisstant, Wentworth Associates Ltd.

The most prominent message I received from the course was the importance of  positive enthusiasm.  I already knew that but sometimes to get it re-stated from a positive, enthusiastic professional like yourself is a good reminder.  Since returning for the course, I have already applied this to my job ..... making sure I am eternally positive with our customers.  My training experience was very positive.  Having worked in Customer Service/Sales/Marketing for over 15 years I have been able to develop a great rapport with many of our customers.  I've also had the opportunity to visit customers.  I can not tell you how infectious your positive attitude is ... and I needed that!  Thanks again for a positive experience and, of course, for that fabulous lunch!

Leslee Hrapchak, Nairn Sales & Marketing

Inside Selling Skills taught me how to ask for the sale and to help customers take mental ownership by making small decisions.  Marshall is easy to listen to and the workshop had just the right amount of material.  Marshall's background definitely supports his stories.

David Charko, Sales Representative, Wenworth Associates Ltd.

Today, I learned how to use the five steps to improve my sales.  I found the course to be very informative and very professional.

Richard Davey, Inside Sales/Customer Service Representative

Desco Plumbing and Heating

I learned the most from the rapport building and assessing customer's needs.  I will apply this to my everyday work - starting tomorrow.  A very enjoyable day and the workshop kept my attention the entire day.  There was a lot of information and I appreciate the binder so I can review my notes.  Marshall is very energetic and interesting.

Ellen Matthews, Sales Executive, Central Reproductions Ltd.

I learned a lot of selling techniques and how to deal with objections.  Today was great!  Marshall is very personable, easily understood, friendly and kept the course interesting.

Gail Simpson, Inside Sales, Nairn Sales & Marketing

I learned new selling techniques and the importance of listening and asking questions.  This will assist in coaching topics with my team.  A very helpful course and Marshall was energetic and knowledgable.

Marijana Turfus, Inside Sales Manager, EXFO

Today I learned how important it is to listen to all aspects of my business encounters.  I found that a lot of the information helped me realize that I do quite a few things right.

Dan Panchaud, Inside Sales (Order Desk), Sowa Tool and Machine

Everything is a series of small decisions.  People call and aren't sure what or it they want equipment.  Now I can break the decisions down for them.  Today was great and very informative.  Marshall delivered the material well and kept me interested all day.

Adam West, Order Taker, Direct Equipment Ltd.

I was new at this position and today I have learned more than I could have imagined!  The course was very information and I learned a lot.  Marshall is very upbeat and never made me drift.

Jennifer Talbot, Customer Service, Xtra Mechanical Limited

Today, I learned how important it is to listen more to customer's needs, especially since I am in the business of marketing.  This is a great course and I would definitely recommend it.  Marshall is enthusiastic and has great confidence.

Semoura Bonadie, Junior Account Executive, Postivie Fulfillment Services

The section on Asking for the Order was a real eye-opener for me.  I didn't realize you could do it all the way through.  Marshall was enthusiastic.  You can tell that he enjoys what he does.

Shannon Hilgartner, Customer Service/Inside Sales, Clarion Medical Technologies

I learned that knowledge is power.  I need to dig in to my job in order to gain confidence.  I also need to let people make their own decisions.  The course was quite interesting and very focused on knowledge, building rapport and not just the business aspect.  I wish I could put Marshall in my back pocket (to help along the way).  Very knowledgeable in his profession.

Sarah Janson, Catering Coordinator, Royal Canadian Yacht Club

Today I learned the different styles of closing.  The course was extremely helpful.  I loved the quotes, comments and comics to make it fun and easy to understand.  Marshall was great, as always.

Jennifer Robbins, Business Solutions, Execulink Telecom

I learned today how important it is to ask -x asking for the sale.  Today gave me the confidence to just do it!  Today was better than I expected.  I usually lose interest in courses like this, not this time!  Marshall was great.  He kept things positive and far from monotone.

Doug Middlebrook, Customer Service/Inside Sales, Adox/OKI Bering

I learned I am not as great of a listener as I could be.  Also, I learned some great ways to respond to objections.  Great, fun way to learn!  It was nice to see someone who really knows "the secret" and applies it everyday.  Marshall encourages others to, in order to find success.

Leigh Davis, Customer Service Account Representative, Deb Canada

I learned the most from the section on asking for the order and closing techniques.  I'll be able to use that everyday.  This workshop was very information and broke things down into easy steps.  Marshall has great energy and great examples.

Heidi Wade, Inside Sales, Coherent-Amt

Today's workshop was very helpful.  It challenged the examples that people provided and helped them to change their thinking and approach.  I learned the importance of asking questions to understand customer's needs.  Marshall had great focus on the areas of improvement that I would like to see in my team of agents.  I like that he stressed the importance of asking questions.

Julie Beingessner, Residential Sales Manager, Execulink Telecom

Very informative.  Kept me interested.  I learned the appropriate way to ask questions.  Marshall is very likeable, knowledgeable and friendly.

Mandy Kempster, Team Lead, Execulink Telecom

The course was great.  Marshall has great energy.  What I learned is the role that I play in my job and how I affect the outcome.  I enjoyed it thoroughly.  Marshall is very patient, and understands what we expect out of the workshop.

Stacey A. Schingh, Customer Service Representative, Execulink Telecom

Today was a lot of information.  It got me thinking about things that I wouldn't think about in my line of work.  I learned the most from the communication and about how asking questions are okay.  The course was excellent.  Marshall keeps the training session interesting.

Laddy Syxomphou, Sales Rep/Customer Service, Execulink Telecom

It is refreshing to come to one of Marshall's workshops.  His relaxed approach to teaching really helps open your mind to the knowledge he has to share.

Lisa Rolls, Residential Sales Representative, Execulink Telecom

I have truly enjoyed the time spent with Marshall.  I have learned a lot.  Thank you Marshall, I am excited to see where this will take me!!  Marshall is extremely good at what he does.  He provides his services with professionalism and humour.

Loretta Bergen, Inside Sales, Execulink Telecom

I think I'll use some of these strategies when dealing with customers from now on.  I'm more comfortable with closing a sale because of the strategies we've learned today.  Awesome day!

Katlyn Coul, Customer Service Representation, Execulink Telecom

Today's workshop was a very informative session.  I had my eyes opened to the amount of sales techniques to use in situations.  Hoping and looking forward to seeing these items implemented in our organization.  I learned the most from ‘Closing the Sale':  I would think that No is No, apparently NOT!  Marshall holds a well thought out session, keeping participants awake, alert and participating.

Shari Lagala, Health, Safety & Training Manager, Patene Building Supplies

Inside Selling Skills helped me to realize how important getting the information and needs from the customer are and how it can direct the sale.  Marshall is very effective in utilizing different tools to keep things interesting.

Albert Alma, Sales Representative, Patene Building Supplies

These new tools will be put to use starting tomorrow.  I learned to use open ended questions to gather the information I require and it's okay to give my opinion.

Brad Wilson, Inside Sales, Patene Building Supplies

Inside Selling Skills was informative and moved at a good pace.  I learned about professionalism and how to overcome objections as they are important to the sale.  Marshall kept us on track quite well and kept good control of the direction of the group.

Ryan Dueck, Inside Sales, Patene Building Supplies

Marshall is passionate about sales and has a genuine desire to help people reach their full potential as a sales person.  Handling objections and closing sales was informative and gave me new skills to use.  Marshall did a great job, not only giving people advice to improve their performance but also listening and addressing the needs of the group.

Dean McAllister, Inside Sales, Patene Building Supplies

Informative and interactive!  Marshall let the participants participate.  He didn't use all the time for himself.  Objections taught me that with answers you can deal with objections.  Marshall related his personal experiences to the techniques he discussed.  He helped to put the topic into perspective.

Roger Molnar, Inside Sales, Patene Building Supplies

Very thorough - in depth information - hands on - interactive with the group.  I learned to communicate with customers with a greeting, something instead of "How are you doing today?"  Marshall is very good, well spoken with lots of experience and stories.

Scott Nowicki, Patene Building Supplies

I thought the information presented today was good for the audience.  I liked the different answers for different objections.  When doing a good job throughout the sales process, closing the sale becomes easier.  Good job, Marshall.  I believe that everyone has gained new knowledge!

Mark Starr, Western Region Manager, Patene Building Supplies

Well done.  I liked the section on ‘Asking for the Order'.  I'm going to make a conscious effort to do this.  I like Marshall's use of previous experience and stories in the instruction.

Terry Ditmars, Patene Building Supplies

Very informative.  Today refreshed skills I had forgotten about.  Marshall kept it at a good pace, injected humor and seriousness at the right moments.

Tammy, Inside Sales/Accounts Receivable, Patene Building Supplies

Excellent - learned a lot!  Thank you.  I learned that objections are not a bad thing.  And I have to remember not to take it personally.  Objections can be an opportunity.  Marshall is very professional.  He has lots of examples from his own experiences making the theories real and understandable.

Doreen Lepper, Inside Sales Representative, Patene Building Supplies

Very informative and interactive.  Today I learned there are different types of questions to ask and different closing techniques as well.  Everything I learned today will make me feel like a better salesperson.  Marshall is a good speaker and very knowledgeable.

Andrew Rees, Sales Representative, Patene Building Supplies

Informative! Great examples! Well laid out!  I learned how to deal with objections.  Set aside my personal trait and deal professionally with the customer.  Marshall has great energy.  He is very knowledgeable and experienced.

Shahn Wilkinson, Sales Representative, Patene Building Supplies

Very interesting.  Informative.  Thought provoking.  I learned the most from the definition of a professional salesman and how to become one.  How to interact with customers was very useful.  I need to work on improving in these areas to increase sales.  Marshall is an excellent speaker who holds your attention.  He has a fun and interesting personality.

Ron Flannery, Sales Representative, Patene Building Supplies

Well done!  Lots of information.  There was plenty of room to take notes to reaffirm what you've learned.  I learned not to fear rejection.  Just know your stuff and be confident.

Pearl Smith, Sales Representative, Patene Building Supplies

Very informative and fast paced.  I learned the most from ‘Closing the Sale', dealing with objections and realizing they are beneficial and necessary to make the sale.

Paul Kleinsmith, Sales Representative, Patene Building Supplies.

Excellent information.  I will definitely try these approaches in my daily selling.  Marshall taught me many helpful tools.  It may take a while to become comfortable doing them all but once I practice I think it will definitely help my selling.

Laura Hertzberger, Residential Sales Representation, Execulink Telecom