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How do I best utilize Florida Corporate Training Center?
Think of us as your training arm for call center sales skills and sales management. We work with you to build the best package of training for your various call center teams.
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Where did Sales Mastery come from?
Sales Mastery is the culmination of all of our successful work with call centers. We realized long ago that consultative selling is almost impossible in most call centers. Callers don't want to stay on the line and answer open-ended questions endlessly. They usually get bored and hang up long before the sales person gets to his/her sales promotion. Every aspect of Sales Mastery is quick and to the point. We have developed "Quick-Questions," a derivative of closed-ended questions that identify product needs quickly and easily without boring callers.  Sales Mastery reduces the sales person's introduction and product promotion to less than 25 seconds, while rapidly peaking callers' interest.
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What is meant by "Directed Dialogue?"
Directed Dialogue is defined as "a positive customer contact experience in which the sales person directs the customer interaction down a path that provides the greatest sales opportunity, yet the call must also seem like a casual chat to the caller." Everything we train is based on this premise. This is positive both for the sales person and the caller. Callers benefit from sales people that are confident and respectful. "Directed Dialogue" sales people know how to reduce talk time and increase the amount of time focused on callers' needs and the value of your products.
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I see two different prices on your course pages. What is the difference between the training/delivery price and the purchase/certification price?
When you invite us to train a course, you pay the fee (plus expenses) and we train a group of your people, usually a max of ten or twelve, one time for two to four days (depending on the course). Then we are finished, unless you choose to schedule more workshops. When you purchase the license for any of the courses, you own that course. We certify your trainers in a four-day certification so that they are equipped to return to your center and train the masses.
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Under what circumstances should we consider buying a license vs. paying FCTC to come in and keep training our people?
If you currently have over 50 sales people or 50 supervisors/floor managers that need training, that is enough to justify purchasing a license. If you have a great group of trainers or a highly unique selling process that requires your own trainers, this qualifies as a purchase opportunity as well. Finally, if you know that you are going to keep hiring people who will require training, you should buy the appropriate course.
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Are there any restrictions on the license?
Within your organization there are no restrictions on how you train your people or how you choose to change the materials. An employee from your company can train all other employees from your company. The license stays with your organization when trainers leave your company. When an employee leaves, he/she can no longer train the material in any form. You are also not licensed to train employees of companies that are affiliated with you. For example, if British Airways owns a license, they are not allowed to train employees of American Airlines, one of their global partners. We build a different type of license agreement in these cases.
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I know that a purchase includes one certification of my trainers. What if we want additional trainers to be certified?
You have two choices. Since you own the license you can use your best training managers to certify additional trainers. Many of our clients do it this way. You do not need to consult us before you run your own certifications. We include all the materials you will need to make facilitator guides, participant guides and the media on the included CD ROM. We will walk your trainers through how to do this. Your second option is to bring FCTC back in to run additional certifications. We have a ten-participant maximum.  We also have clients that continue to do it this way. They like their trainers to meet the authors and get everything straight from the original source.
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Tell me more about your participant maximums in your sessions.
In general we have a maximum of twelve participants for training courses and ten for certifications. We do this to protect your investment. Too many people in a training course will dramatically reduce the amount of role-playing time available to each individual. The role plays are a must. For certifications, too many participants will reduce the amount of time each can spend delivering modules. Standup delivery time is the most important component of a certification.
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How competitive are your prices?
Our clients will tell you that our programs are bargains. On paper, our prices come in at about the middle of the road. You can pay quite a bit less and you can pay quite a bit more. You won't find better programs out there, however, at any price. This is why they are considered bargains. As far as licensing goes, few companies will actually sell you the rights to train your people in call center sales and sales management, so it is difficult to compare that aspect. A license is an incredible bargain. If you train one thousand people, you have paid about $60.00 per head for the license. And remember, once you purchase a license, there are no time limits. You can still train people five or ten years from now, so your value keeps building.
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What kind of customizing will you do for our company?
One of our clients called us customizing "animals".  We customize every element of the training we provide, from the specific course book selling examples to the comprehensive instructors' manual.  By the time our training reaches your participants they will not realize that it was developed by an outside training firm.
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How long does it take to customize a program?
In general, we like to schedule certifications at least one month out. This gives us time to make any necessary changes or customer-driven modifications. We also like to speak to several of your managers or sales people (depending on the program you are selecting). This "talk-time" gives us a more thorough understanding of your operation and will help in the customizing of the materials.
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Tell me more about the CD ROM I receive when purchasing a course.
When you purchase a course (license and certification), you receive all the materials in hardcopy (e.g. facilitator guides, participant guides, overheads, flip charts, etc.) and you receive a CD ROM with all the files needed to produce additional materials. Every file is in Microsoft PowerPoint. This makes it easy for your trainers and managers to open and print from the files. No desktop publishing experience is necessary and you don't need to own PageMaker or Quark Express software.
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Are your materials available in any other languages besides English?
No. We intend to translate into other languages, but it is a little tricky. Rather than simply make a Spanish version, for example, we would ideally like to make a Colombian translation, a Venezuelan translation, etc. Each country has its own unique phrases and word choices. We are very interested in partnering with companies from other countries to do the translations. Here is an incentive for you. In each country, the first company that purchases a course, and which also will translate the complete course volume for us, will receive a 50% discount on the course they buy.
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What are your payment requirements?
Our standard policy is 50% upfront, upon agreement, and 50% due as of the date of delivery. In the case of a certification, the second 50% is due the week of the certification.
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Do you offer any guarantees on your work?
For delivering training (when we come to you and deliver), we guarantee our work, 100%. If your participants leave the workshop and are dissatisfied with the training they received, we will return your money immediately and will not charge you for our travel expenses. The licenses are a little different. After the certification has been completed we will only return 50% of the purchase price for dissatisfaction with the material. This is simply because you will know whether this material is right for your people long before you place an order. Additionally, we spend several weeks working on your training materials to make them just right for your call centers. In the case of a refund on a purchase (when you buy a license and receive a certification), all FCTC materials given to your trainers must be returned within four business days to qualify for the refund.
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