MYSALESSUCCESS
ACADEMY
Lesson 1
WHAT IS PERSONALITY AND WHY IT MATTERS IN A CALL CENTRE?
Personality is typically defined as the unique and enduring collection of attitudes, motivations, feelings, behaviours, talents and strengths that make each of us who we are.
A person’s way of behaving or acting can be slightly modified, but it is unlikely to be completely changed – and certainly not easily. How a person makes a buying decision is always based on their personal preferences and motivations. That’s why it’s important to ‘know’ the type of person you’re speaking to.
Lesson 2
A BRIEF HISTORY OF PERSONALITY AND BEHAVIOUR
We believe that assessment of personality is essential to understanding the individual and the ability to make informed education, career and life decisions.
Throughout history philosophers, politicians, physicians and psychologists have developed theories to explain how and why the differences among people occur. Years ago, scientists and philosophers began to recognise that the differences in people’s behaviour seemed to follow a pattern. They observed the personalities of people and described the behaviour they saw.
Lesson 3
GETTING TO KNOW THE FOUR PERSONALITY STYLES
In this lesson we introduce you to the four MySalesSuccess DPSA personality styles and how evaluating people’s behaviour within this framework can help you better understand the psychology of sales.
MySalesSuccess is a psychometric personality assessment. Psychometric tests are proven, reliable and widely used in career guidance, pre-employment, sales, team building, management, leadership and coaching. According to the MySalesSuccess methodology, there are four basic personality styles. When blended together in varying percentages, these four personality styles make us who we are, and define the way we act, think, learn, communicate, behave …and buy.
Lesson 4
THE PSYCHOLOGY OF BEHAVIOURAL SELLING
Research suggests that the most effective sales people are the ones who truly understand human behaviour and can not only predict behaviour, but also modify their own behaviour to that of their buyer.
There’s one hidden truth at which winners excel: they are masterful communicators and adapt their approaches to the needs of other people. The greatest communicators always ‘mirror’ the personality style of the people they’re talking to or working with. They adapt their style to others’ styles in the language they understand.
Lesson 5
THE ART OF SPEED READING PEOPLE
One of our greatest skills in forming instant rapport with others is our ability to know our own personality and be able ‘speed read’ others.
In any situation, the art of speed-reading people is the ultimate communication ‘weapon’ and will give you a powerful advantage! In this section we’ll learn how to ‘speed read’ people. This will give you ‘x-ray vision’ and you’ll be able to quickly recognise other people styles and modify your approach to get the results you want.
Lesson 6
HOW EMOTIONALLY INTELLIGENT ARE YOU?
Emotional Intelligence is the #1 predictor of professional success and personal excellence. Do you have it? Emotional intelligence (EQ) is one of the skills most people need nowadays to be successful.
It influences the way we regulate our emotions, the way we respond to different things that happen around us and it basically affects every aspect of our lives. If you’re not sure how high your emotional intelligence is, here are 12 clear signs that you are emotionally intelligent.
Lesson 7
DEALING WITH DIFFICULT PEOPLE ON THE PHONE
An inevitable part of your job is sometimes dealing with customers or students who may be upset or disappointed. Diffusing the situation with angry callers is key for the customer experience.
While the stress and anxiety of handling these situations fade as you learn the ropes, the importance of handling difficult callers is never easy. Because of the emotions involved these customers can be challenging. Our role as advisers is to focus on solving the problem in a calm and professional way.
Lesson 8
10 POWERFUL WAYS TO BOOST YOUR CONFIDENCE
Confidence. It’s that intangible thing that makes the difference between feeling scared and feeling powerful. When you feel confident, you are unstoppable and it seems like your path is laid out clearly in front of you.
But when you lack confidence, you can feel afraid, and sometimes all you can see ahead is the possibility of failure. So is there a way that anyone can have a high level of confidence and self-esteem? Absolutely! Developing self-confidence is a skill that can be learned and built on.
Lesson 9
IS GRIT THE KEY TO YOUR SUCCESS
The most important trait of successful people may surprise you. While intelligence matters, a high IQ is not the greatest predictor of career success.
One thing that many of us ask is: what is the key to success? What is the secret ingredient for becoming a Rock Star in whatever you do? Is it luck? Talent? High IQ? The key to success appears to be GRIT, defined as “perseverance and passion for long-term goals, coupled with a powerful motivation to achieve their respective objective.
Lesson 10
SMART STRATEGIES TO STAY MOTIVATED EVERY DAY
It is easy to set a goal — we do it all the time. Staying motivated to achieve those goals, well that’s a different story. Take New Year’s resolutions, for instance — while 93% of people set them, only 8% of them actually find the inner-drive to follow through.
However, motivation is a better predictor of career success than intelligence, ability or salary, so we’d better get it right for ourselves and for our teams. The good news is that contrary to popular belief, self-motivation can be changed, and it isn’t some innate, God-given trait.
Lesson 11
UNDERSTANDING THE PERSONALITIES IN YOUR TEAM
The best way to motivate and encourage great performance is to understand the people you are training or working with. What drives them; how they communicate, manage stress and learn.
In call centres you are constantly confronted with situations in which you must persuade someone to see your point of view and to sell your courses or products. For some of us, this is a daunting task. What to say, when to say it, and how to say it, can mean the difference between success and failure.