1. Introducing the role

• Job Descriptions
• Understanding the role, function and representation requirements
• Noting personal attributes and aligning them with the position
• The value of representation to the growth of the company
• Company representation: image, dress code, grooming
• Understanding the role of sales, to realise & act upon potential business
• Positive attitude within self and toward others
• Understanding client expectations and meeting those requirements
• Office etiquette and teamwork
• Dealing with stress, criticism, distractions and office politics

2. Communication skills

• Upfront relations with walk-in clientele, positive and internal communications
• Active listening, assertiveness without aggression and reinforced feedback
• Working through complaints, problem solving, conflict and unreasonable clientele
• Telephone procedures: vocal tone, proactive questioning, knowledge of the company, promptness
• Telephone procedures: call screening, message taking, busy boards, positivity and professionalism
• Etiquette and procedures for cellular telephones
• Email correspondence – presentation, grammar, spelling, formality vs. informality
• Basic business correspondence and minute taking

3. Procedural skills

• Required front line standards and presentation
• Supplementary tasks, including petty cash, basic ledgers, ordering, receiving, banking
• Bookings & travel arrangements, stock control and working with couriers
• Access and safety

4. Raising the bar

• Energy, motivation and effectiveness
• Keeping ahead of new developments and training