1. Building Lasting First Impressions 1

2. Session 1 Creating Personal Impact 2

3. Creating Personal Impact (a) Organizational Branding (b) Individual Branding (c) Building an Effective Elevator Pitch 3 Tuesday, September 06, 2011

4. Organizational Branding 4 Tuesday, September 06, 2011

5. Individual Branding 5 Tuesday, September 06, 2011

6. Building an Effective Elevator Pitch 6 Tuesday, September 06, 2011

7. Session 2 Telephone Impressions 7

8. Establishing Telephone Standards 8 Tuesday, September 06, 2011

9. Developing a Contact Strategy 9 Tuesday, September 06, 2011

10. Shopping The Competition 10 Tuesday, September 06, 2011

11. Session 3 Face-to-Face Impressions 11

12. Face-to-Face Meeting Standards 12 Tuesday, September 06, 2011

13. Understanding Body Language 13 Tuesday, September 06, 2011

14. Shopping The Competition 14 Tuesday, September 06, 2011

15. Implementing the Sales Strategy 15

16. Session 4 Introducing the Service Model 16

17. Introducing the Service Model (a) Qualifying Pre-Service Quality Expectations (b) Assessing Post-Service Quality Perceptions (c) Implementing QIB’s Sharia-Compliant Service Model 17 Tuesday, September 06, 2011

18. Qualifying Pre-Service Quality Expectations 18 Tuesday, September 06, 2011

19. Assessing Post-Service Quality Perceptions 19 Tuesday, September 06, 2011

20. Implementing QIB’s Sharia Compliant Service Model 20 Tuesday, September 06, 2011

21. Session 5 Building a Functional Sales Strategy 21

22. Building A Functional Sales Strategy (a) Identifying the Elements in the Sales Process (b) Creating a Sales and Service Meeting Plan (c) Correlating Sharia Principles to Sales and Service 22 Tuesday, September 06, 2011

23. Identifying the Elements in the Sales process 23 Tuesday, September 06, 2011

24. Creating a Sales and Service Meeting Plan 24 Tuesday, September 06, 2011

25. Correlating Sharia Principles to Sales and Service 25 Tuesday, September 06, 2011

26. Session 6 Introducing Need Based Selling 26

27. Introducing Need Based Selling Identifying Target Market and Goal Setting Portfolio Analysis and Activity Management Relating Life Cycle Changes to Sales Strategy Effective Questioning Skills : The Funneling Technique 27 Tuesday, September 06, 2011

28. Identifying Target Market and Goal Setting 28 Tuesday, September 06, 2011

29. Portfolio Analysis and Activity Management 29 Tuesday, September 06, 2011

30. Relating Life Cycle Changes to Sales Strategy 30 Tuesday, September 06, 2011

31. Effective Questioning Skills: The Funneling Technique 31 Tuesday, September 06, 2011

32. Mastering the Sales Technique: Ensuring Brand Loyalty 32

33. Session 7 Objection Handling 33

34. Objection Handling (a) Acknowledging Various Types of Objections (b) Handling Objections : The “LACE” Way (c) Applying the “Tip The Bucket” Technique 34 Tuesday, September 06, 2011

35. Acknowledging Various Types of Objections 35 Tuesday, September 06, 2011

36. Handling Objections : The ‘LACE’ Way 36 Tuesday, September 06, 2011

37. Applying The “Tip The Bucket” Technique 37 Tuesday, September 06, 2011

38. Session 8 Cross-sales and Asking for Referrals 38

39. Cross-sales and Asking for Referrals (a) Identifying Common Buying Signals (b) Closing the Sale with cross-sales (c) Identifying Criteria for Seeking Referral Sales 39 Tuesday, September 06, 2011

40. Identifying Common Buying Signals 40 Tuesday, September 06, 2011

41. Closing the Sale with Cross-sales 41 Tuesday, September 06, 2011

42. Identifying Criteria for Seeking Referral Sales 42 Tuesday, September 06, 2011

43. Session 9 Agreeing on Follow-Up Action 43

44. Agreeing on Follow-Up Action (a) Establishing Post Sale Contact Agreement (b) Identifying Business Opportunity in After Sales Service (c) Building a Framework for a Service Contact Strategy 44 Tuesday, September 06, 2011

45. Establishing Post Sale Contact Agreement 45 Tuesday, September 06, 2011

46. Identifying Business Opportunity in After Sales Service 46 Tuesday, September 06, 2011

47. Building a Framework for a Service Contact Strategy 47 Tuesday, September 06, 2011

48. Continuous Performance Development 48

49. Session 10 The Accreditation Process 49

50. The Accreditation Process (a) Reviewing the Accreditation Framework (b) Scenario Based Role Play Assessment(20 mins max) (c) Written Assessment(1 hour) 50 Tuesday, September 06, 2011

51. Reviewing the Accreditation Framework 51 Tuesday, September 06, 2011

52. Scenario Based Role Play Assessment 52 Tuesday, September 06, 2011

53. Written Assessment 53 Tuesday, September 06, 2011

54. Session 11 Evaluation and Feedback 54

55. Evaluation and Feedback (a) One to One Performance Evaluation (b) Identifying Areas of Development (c) Emphasizing Identifiable Strengths 55 Tuesday, September 06, 2011

56. One to One Performance Evaluation 56 Tuesday, September 06, 2011

57. Identifying Areas of Development 57 Tuesday, September 06, 2011

58. Emphasizing Identifiable Strengths 58 Tuesday, September 06, 2011

59. Session 12 Constructive Guidance Action 59

60. Constructive Guidance ActionPost Course Action (a) Reporting Performance to Team Leaders (b) Recommending a Development Plan (c) Delivering the Development Plan(Action by Team Leader) 60 Tuesday, September 06, 2011

61. Reporting Performance to Team Leaders 61 Tuesday, September 06, 2011

62. Recommending a Development Plan 62 Tuesday, September 06, 2011

63. Delivering the Development Plan(Action by Team Leader) 63 Tuesday, September 06, 2011