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11-1 Creating the Consultative Sales Presentation Selling Today 10 th Edition CHAPTER Manning and Reece 11.
11-8 Value of Questioning The effective use of questions to achieve need identification and need satisfaction is the single greatest challenge facing most professional salespeople. 11-12 Need Discovery Worksheet Strategically prepare tentative questions before making the sales call Prepare open and closed questions Tell me a little bit about your investment portfolio? 11-14 Using Probing Questions Probing questions can help a customer realize how a problem (high employee turnover) can have other consequences (undertrained staff, lower customer satisfaction, and less revenue), building more value for the salespersons offering (on-site training). Chapter Six Sales Presentation and Demonstration: The Pivotal Exchange PowerPoint presentation prepared by Dr. Coaching & Counseling Maximizing Opportunities 2 Course Outline What Is Coaching Knowing When To Coach Steps In The Coaching Process Providing Constructive.
Victoria Darragh is an award winning Executive Assistant with over 10 years' experience working in the public, not-for-profit and corporate sectors. A Fellow member of the Association of Personal Assistants as well as a member of the Institute of Professional Administrators, EUMA and the Global PA Network, Victoria regularly presents at conferences and companies across the UK and Ireland, Europe and internationally. Victoria recently won an award at the Mayfair PA Awards for 'Outstanding Contribution to the PA Profession' and has a wealth of experience in creating internal and external PA networks and  working with top companies in the UK helping them to achieve this. Victoria is extremely passionate about the role of the PA and actively encourages it as a truly fantastic career choice.
Lucy Brazier is CEO of Marcham Publishing, specialist publishers of Executive Secretary and The VA Magazine - global training magazines dedicated to the professional development needs of senior and aspiring administrative professionals. As editor of the magazines, Lucy works with some of the best trainers of Executive Assistants in the world to deliver the most up to date and current training in the market. Lucy runs a LinkedIn group for assistants which currently has over 11,500 international members who share information, network and learn. A sought after trainer in her own right, Lucy regularly speaks at and chairs conferences & webinars all over the world. She collaborates with trainers including Susie Barron-Stubley, Sue France, Julie Perrine, Melba Duncan, Dewoun Hayes, Eth Lloyd, Dr.
Outside of work Nicky enjoys all aspects of the Barcelona sunshine but when it gets slightly too hot you can find her at the cinema or in the shops. She has worked as a Legal PA for the past 15 years in a variety of Entertainment companies including Sony Music (PA to Director of Business Affairs), MTV Networks Europe (PA to SVP Business Affairs) and the BBC (PA to Head of Independent Drama).
Alison took a year-long career sabbatical in 2006 to live and work in Oslo, Norway as an English teacher and in her spare time is writing her first novel.
Katie’s role working for Jacqueline is quite extensive and has grown in recent years to include people management, business project management and also the leadership of the (small but mighty!) Ann Summers internal PA network. Laura began her career in marketing, and was lucky enough to work on a number of Britain's best loved brands, including Wall's Ice Cream, Flora margarine and everyone's favourite spicy snack- Peperami! Her active involvement on a range of company-wide initiatives earned her the promotion of EA to the CEO. Having worked in various administrative roles for 11 years and being raised in a family run guest house, Sherien brings a wealth of knowledge and adaptable skills to the PA role. Sherien is an award winning PA whose achievements include being awarded PA Newcomer of the Year. Allan has built a network of very talented and successful partnerships across Europe, along with running his own consulting & coaching business in the last 10 years, with Innermetrix being at the forefront of this Journey.
A dynamic Training & Development Consulting specialist with extensive Management experience working with leading bluechip Companies.
Ability to communicate effectively at all levels of an organisation has been pivotal to success. Gilly gained practical management experience in finance, sales, marketing and training in a variety of roles at Midland Bank, Mars Confectionery and Kettle Foods. A lively, approachable and impactful presentation style makes Gilly a popular and sought after speaker. Mel Sherwood is a pitch and presentation specialist who prepares ambitious entrepreneurs and business professionals to take centre stage, embrace the spotlight and present with more confidence, credibility and conviction. Few people understand the importance of looking after high-profile figures than Joan Serafini.
Michael Heath-Caldwell M.Arch - HMS IllustriousFeb - March - April 1948 Diary  This is a secret document during Hostilities.
The types of questions you ask, the timing of those questions, and how you pose them greatly impacts your ability to create customer value.
What are some questions you could ask to discover the full extent of the following problems?
Bellringer Before you begin this chapter, see what you already know about Selling the Bank by taking the chapter pretest. With access to the most forward thinking, passionate and knowledgeable trainers in the world as well as personally meeting and speaking to literally thousands of PAs over the last two years, Lucy’s knowledge of the market and what Assistants all over the world are facing on a day to day basis are second to none. She also launched adminchat in January last year – a weekly free training session presented on Twitter and hosted by a different world class trainer every week.
This year alone she will have delivered training in the US, Canada, South Africa, Moscow, Milan and of course the UK. Monica Seeley, Marsha Egan and Bonnie Low Kramen as well as organisations including Pitman, OfficeTeam & Hays. Lucy has previously worked as a Publishing Director for Wilmington PLC, and has managed a team based in Singapore, New York, Germany & London responsible for 13 magazines, 12 international conferences, awards, trade show attendance and marketing for EMAP. Nicky blogs about her experiences and knowledge which has grown over the last decade working her way up from a Junior Administrator through to an Executive Assistant and Marketing Manager at a global events company. Aspects of her PA roles have included drafting record deals for world-famous bands and working on the annual MTV Europe Music Awards. Within three months she had been promoted to PA to the Chairman, CEO and CFO, and in addition to her PA duties was appointed to a number of projects and forums. As the most senior assistant in her company, Laura now manages her own assistant and works to expand and promote the roles of other PAs within ELEXON. Since winning she has really enjoyed presenting to PAs at numerous conferences and events in both the UK and internationally. Sherien currently works as a PA to four directors, the Chief Executive and provides secretariat support to the Board of Trustees of a charity organisation. This has brought with it a vast amount of opportunities which she has taken full advantage of, networking and encouraging Scotland based PA’s to go for awards, connect with each other and share ideas. Certified Professional Behaviour Analyst, Professional Values analyst Attribute Index Analyst. With a strong business background and interpersonal skills, Gilly is an enthusiastic and knowledgeable trainer and developer of people. With speeches full of helpful tips and practical suggestions that audiences love for their immediate benefits, Gilly’s approach is enjoyable, frank and very memorable. She is a multi-award winning speaker, trainer and coach and the founder of Grow Your Potential, which specialises in supporting individuals and organisations to design and deliver winning pitches and presentations.


The first was providing technical support for physiology and neurosciences departments in further and higher education, across Edinburgh.
For the first time in their history, Assistants are starting to get the recognition that they deserve as strategic business partners and not just as a support mechanism.
Other companies worked for include The Times, The Independent, Centaur Communications and Glass's Guide.
Nicky has experience working in a variety of industries including accountancy, banking, insurance and in the public sector. Laura is also a passionate member of several different PA organisations and is very proud to be a Board Director of the Association of Personal Assistants.
Laura is always keen to connect with assistants that also share her love of the PA profession and she feels that the highlight of winning PA of the Year has been the opportunities it has provided to meet and learn from so many different PAs from around the world. Previous to this Sherien worked in such roles as Secretary to a group of Consultants, Marketing Assistant for an Architect firm, Facilities Coordinator for a construction company and Purchase Ledger for NHS Legal department just to name a few.
In addition, Gilly has developed and grown Priority Management in Glasgow with year on year growth; her high standards and expectations throughout the business from administration to delivering training have resulted in a significant market presence. By introducing people to new working processes and by leveraging existing IT, productivity and performance improvements are immediate, tangible and measurable. Her concept of an event management company seemed to fit in well as another arm of the organisation.The success has come from spotting the possibilities of business events and trips, to and from Scotland. This involved designing and developing practical teaching materials at a time where technology was developing.
She has worked for a number of high profile organisations and Executives in both London and Barcelona. Sherien realised that she wanted to be a PA early on in her career but knew she had a long way to go before being considered for such a role and natural progression in hand with determination and hard work would get her there. History of successful delivery of a wide range of training solutions within blue chip organisations. Gilly now has a first class team working with her to deliver the Priority Management programmes.
She has to organise possibly the most glamorous event ever to hit Scotland.She was the Scottish co-ordinator of the Braveheart film premiere in Stirling, liaising with BAFTA, 20th Century Fox and essential services, such as local police, to ensure the evening for the event went smoothly. She has worked on computer aided learning for both Medical and Veterinary graduates and developed interactive practical programmes using video technology. They celebrate and recognise the role and its importance while encouraging Assistants to take control of their personal development, and drive their own career agendas.
Do you ever win a deal, only to lose it—or part of it—when negotiating terms and agreements? Nicky plays an active part in the Assistant community and has written many articles for high level industry publications, presented at events, webinars and trade shows. As well as several science qualifications she has the Training for Trainers Certificate and joined the Institute of Trainers in 1993. Since then she has gained a Certificate in Social Science, with a special interest in Scottish Politics, Equalities and Scottish Law. In 2002 she became a Quality Scotland accredited EFQM assessor and a Fellow of the Royal Society for the encouragement of Arts, Manufacturers & Commerce (RSA). This move was planned, having found she spent a great deal of time volunteering, training and developing youth organisations. She worked for the National Bible Society for Scotland, developing teaching programmes for schools across Scotland – including remote rural communiites. Devonshire.After and introduction to our “nurse” in the morning we were dismissed to look for our future divisional officers.
This work involved high-tech computer simulations and often travelling back in time 2000 years, 3 times a day! This company has expanded in 2007 and focuses on Training trainers and organisational development. For the last 7 years, Sheila has worked for the Scottish Council for Voluntary Organisations (SCVO), and now works part time for them assisting the sector access rural funding. Consisting of a circular brush made of wire and coir turned by an electric motor, the machine is operated by a pair of handles very much the same as an auto-scythe and cleans the deck up very quickly compared with the usual elbow grease methods in general use. The Commander (Air) says its just another of the new-fangled gadgets which are tried out in the ship; he doesn’t think its much good.
Besides that he told us about trials in general and how the wardroom has to put up with these hordes of ?800 a year spivs who seem indispensable to aircraft trials if they are only screw turners.Lieutenant Wall paid the gunroom a visit in the evening. Of course most people agree that something should be done and that this is one way of doing it, perhaps the best way. We had a talk on the Air Department of the ship and its organisation by the Commander (Air). Very soon he started talking solely about the trials themselves and what our future programme may include providing nothing very unusual happens before we have had our repairs completed.I had the afternoon watch with Lieutenant Grayson. Someone thought he was trying to wrangle more hands to bring the ships company up to a more workable minimum.If the officers heads (?) were not on the dock there would have been very little to do indeed. As it was these officers streamed back during the ‘dogs.’ I found it was very monotonous saying “Carry on” or words to that effect when about fifty petty officers went ashore at ten minutes to four just as the last notes of (carry on [correction – secure]) and coops(?) had died away. At both watches for exercises the bugler made a very queer call which was apparently due to his instrument being blocked up, according to him. The Quartermaster spent about a half hour explaining to us how the doctors discovered that his right kidney was not working and that he had a stone there which suddenly stopped growing. Most of the Wardroom was in the rounds party as it was a mess decks inspection and the route was not definitely fixed before hand.Read a very interesting story in Saturday Evening news called “This is my Sa” by Clarence Budlington Kelland.
All other American serials seemed rather dull, anyway I never seemed to be able to read them through without skipping large and boring pages.The Government today announces that the prices of coal, electricity and gas will be pegged, as all other commodities, in order to check, or to attempt to check, the ever spiralling cost of living.
Hagannah announces that its forces will in future resist arrest by British forces, following an incident in which four Jews were killed after being set free in an Arab stronghold form an army lorry, and killed a few minutes later by armed Arabs. The congregation in the Chapel this morning was very small indeed, consisting entirely of officers. It is not at all surprising that clergy these days are very dispirited.Part of the dockyard power supply to the ship was cut off this evening and half the ship put in darkness. A lead coming aboard over the Starboard side onto the Lower Gallery deck overheated causing the rubber insulation to melt.
That mucked up my fire main chasing programme, however I had decided that the only way to make a plan was to draw a large seals layout of each deck first, then put in the main and branches later.
Spent at least two hours searching for pipes at the expense of a layer of oil and filth all over my hands and on my reefer.Reached the HMS Boxer by jeep just before tea.
After tea we walked round the ship and paid a visit to the bridge where we were struck by its size and openness. There we also noticed that the evening was very cold, so we decided unanimously to walk back to Illustrious and muster all our warm clothing.There are three Sub-Lieutenants onboard.
To get the stern out we went ahead on a back spring then, when clear astern and round to Port.


As soon as we were clear of the harbour we started directing planes from Ford and Lea-on-Solent.
It had been decided that a ship,which could direct large numbers of planes onto shore targets and enemy planes, should be built for fighting in the Pacific.
This specialised ship, a floating Fighter and Bomber Direction Unit, was to be used within about ten miles of Japanese islands to direct planes from aircraft carriers which would be about 70 miles off shore in order to be less accessible to land based planes. Boxer was passing through the Mediterranean when Japan capitulated, on her way to the Pacific. The weather became rowdier still as we steamed up to the Needles to enter the West Solent and anchor off Yarmouth. Nigeria is to be sent to the Falkland Islands where the Argentinos and Chileans are busy setting up a military base in the Falkland Island Dependencies. Possibly it is Peron’s idea to direct his countrymen’s thoughts from internal affairs to something more dramatic.
Nigeria will alter the situation when she arrives mainly because she is so heavily outnumbered and also because the distances over which the other ships would have to be send, are so great. The Argentine papers have been very insolent about the whole thing, the trouble is that they know or are pretty certain that we shall not be able to do anything decisive. We are all very glad we went back to the HMS Illustrious on Monday evening to take some more sweaters, scarves, gloves etc. Today we were directing Barracudas and an Anson, which every now and again come in on a torpedo or bombing run at us.
As we entered the Solent past Nab Tower we passed the black funnelled Dutch liner Wilhelm Huys.When being lowered, shortly after we had anchored, the Starboard Motor Cutter was nearly wrecked. The sea was very rough, there being a high short swell, and when the boat was nearly lowered to the water, instead of slipping it was pitched up on a creast of a wave and flung down again onto the falls. Started to snow in the morning and the wind, as usual, was Easterly and even colder than before. The ship apparently handles very well.A jeep was supposed to be at the jetty to bring us back at 1630. Ministers are accused left, right and centre of making self-contradictory statements about the various nationalised parts of our economy. The Sunday Chronicle has a long article on the Falkland Islands incident headed “The Lions Tail,” with the Lion in rather an awkward position at present. Illustrious .Spent the whole day going in and out of compartments on the Main Deck looking for the fire main pipes.
A rumour was started that the British had caused the outrage, and the Jewish crowds became very hostile to our men helping in the rescue work so that after a short time all British police and troops were withdrawn.
In the Dogs it was returned alongside by a tug after going aground and getting stuck just off the pontoon at dead low tide.An escort was sent off to London [correction – to catch] by 1920 train to collect two deserters picked up by the Naval Section of Scotland Yard. The leave for the ship’s Company is from 19th March – 12th April for the watches in succession. At Commanders requestmen(?) this morning six men were granted afternoon leave to watch the Navy-Civil Services football match. Sheffield has been ordered to Belize from Cartagena, Columbia where she was on her spring cruise. Devonshire was ordered away because of reports that British Honduras was about to be invaded. Just before lunch an airman rating was brought up before the Officer of the Watch on a charge of disobeying his superior officer, namely by refusing to sweep out his mess when ordered to by his leading hand. Illustrious - Lectures on Divisional Matters and another lecture on Operation of Carriers were given by Lieutenant Commander Hamer and Lieutenant Turnbull.
The latter’s lecture was mainly about carrier warfare in the Pacific and of course the accent was on flying, as Lieutenant Turnbull is a pilot.In the evening Few, Lemon and myself went ashore mainly to have our hair cut. The first barber’s shop was shut, and later when we came back after walking along the Southsea front we passed another shop which had also closed. Today we had a more interesting time than usual.After Stand Easy a party of officers from all the services came onboard for an outing in their Photographic Interpretation course.
Illustrious was docked.Owing to the mist and cloud at the time of sunset we were able to see sunspots on the face of the sun through our telescopes. Illustrious - Lieutenant Commander Hamer gave us a very interesting lecture on the Middle East. He explained the reason why it was so important to England and the Empire was because it was on our main East-West sea route, besides being a road between North and South. Jews will probably pour into Palestine, the Jewish part of which would soon be overpopulated, and then the immigrants would have no other course to take than to attempt to beat back the arabs by force of arms.
The Arabs have the advantage in desert warfare, as they know their country and have all the Moslem countries from which they can expect to receive modern arms and volunteers, to help in the cause.
The Jews may have a well trained and organised army but all their arms are supplied from abroad.
The help that is given by the American Government depends on the political parties in power and whether elections are in the offing, in which case the candidates in the Government in power will pander to the Jewish electorate. At present, however, the Americans can either please the Jews and endanger their oil pipe lines across Arabia, or dissatisfy their Jewish electorate but safeguard their oil, or, as they are doing now, make vague and noncommittal statements about their policy which generally annoys all the parties concerned.Trouble in our colonies has now spread to the Gold Coast where riots have broken out in Accra.
There, a native party, demanding self government for the colony, has incited ex-servicemen to agitate for better living conditions.
After a short visit at Salisbury I caught the Bath train which took me to my home town, Warminster. After waiting at the station for a car a little while the mist started to come down reducing visibility to about two yards.
Eventually I reached home after a hair raising drive, mostly on the pavement at the right side of the road. Saturday 6th March 1948Warminster - Another very fine day with clear sky and hot sun. Both sides seem to be organising themselves for the time when British forces leave the country, in the mean time the position of our soldiers and police in Palestine becomes more insecure every day. Sunday 7th March 1948Warminster – The King and Queen and Princess Margaret are to visit Australia and New Zealand in 1949.
The Navy is not as strong as it should be, and the Government has not exaggerated its state.
Illustrious - School in the morning and Organisation, a lecture by the Commander in the afternoon. After a second long walk, it seemed very long carrying a heavy grip, we arrived at Hornet.Before Stand-Easy we were shown round the establishment, Gun Boat Yard, the two German E-boats there and several captured enemy craft, including one with a hydrophane attachment and an Italian explosive motorboat.
2012, a Long boat, called Dog boats by the officers on them.As we went past the forts outside the harbour in the Solent we saw an E-boat leave the harbour behind us. We were developing full speed, but very soon we were overtaken by the other boat which, we were informed afterwards, was only developing ? power.



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