Frequently Asked QuestionsHow much do you charge for your training programs?We have a standard daily rate for training programs of $2500 per day. We also have some excellent preferred client rates when we have a contract for at least six days per year. In other words, depending on how many days are booked in one calendar year, we are negotiable. Do you have Follow Up Programs? Yes, we usually set up a follow up date at the time of the original training program. We also have newsletters, e-mail programs and constant connections to our past clients. We believe in quarterly reviews and that is why we have preferred client rates when booked 6 days per year. Usually this is the initial training and 2 days each quarter. What type of training aids, workbooks and training manuals do you have?
Coaching:
Do you come to our office to consult before you customize a training course? Yes, we do whenever it is required. We also have a very inexpensive way of doing this. As part of the preparation for customized training, we often have the company supply us with tapes of their agents on various calls for various lengths of time. We will evaluate the tape, offer suggestions to improve all of the call errors and provide the first training course in the LAMA © Technique to improve the calls. We offer this as part of our training program at no charge. It is much less expensive and can save the client a lot of money on traveling and consulting fees. Do you review our Scripts and Guides and if so what do you charge for this? We often review the scripts and guidelines used by our clients. We usually like to make recommendations and changes to most of them. We usually find that the company does not use the LAMA© technique in their script writing and guides. We often find it necessary to rewrite the scripts and guides in the LAMA technique. Then we must also train the trainers, agents and/or supervisors to explain WHY our scripts are different. We believe agents should know what to say, how to say it and never read scripts. We will not charge a fee for writing scripts when we do the training. We don't write scripts without a training program in place. We need to teach the scripts to the trainers, managers, coaches and agents. Can You Monitor Calls? We will be offering a service of this kind later in 2007. We have not simply monitored calls for Quality or been Secret Shoppers or anything like that without doing a training course based on the findings. We believe in finding out what doesn't work and fixing it. We also believe in coaching people until they start self correcting and then we won't need to monitor except for compliance. We always separate compliance from skill. Do you work with small businesses? Yes, we certainly do. We usually do all we can to support small businesses and those who are local to us in San Diego, Orange County and the greater Los Angeles area as well. We encourage small businesses to grow and we will help you. Depending on your size and your needs, call us and let us see if we can support you. And, if we can, we will be able to negotiate something to help make your company great! Do you do role-playing in your training programs? We certainly do. We believe very strongly in skills practice and role-playing. We teach skillful application of the LAMA© Technique for Sales, Retention, Customer Service, Collection and Coaching, This conversational communication technique takes practice. This takes role-playing and interaction with the trainer. We make it "safe" to learn the LAMA© and assist people to learn without making them "feel" wrong or stupid. No one does role-playing more successfully than way we do. It's fun and practical. |