Training Manuals

A complete guide to Successful Selling in the Optometric Industry. To bring high value to your service relationship with customers requires an understanding of how to combine sales and service effectively. This means matching product features and benefits to customer's needs and often involves cross-selling and up-selling. In this manual you will learn to listen for cross-selling opportunities and create new opportunities. You will learn why customers resist and how to overcome it; how to clear up misunderstandings, deal with drawbacks and overcome stalls and objections.

Managing your Debtors: All the skills you need to successfully manage your debtors. This manual includes sample letters to sent to patients, words to use when asking for money and all the skills needed to AVOID having debtors.

Rekindling the Spirit of Service Excellence - a complete guide - Business is becoming increasingly complex and fast-paced. Customer service professionals have to know their product and service, their company information, the technology that supports it and how to communicate all of this to demanding customers. This manual will empower you to completely satisfy the needs of even the most difficult customer and give you the tools to ensure that service levels are sustained.

Motivating your Staff without Fireworks. Asking good questions is an excellent way to keep productive workers on the rise. You can inspire good workers by asking questions that help them see their opportunities and obstacles, and how to deal with each.

Time Management. Time is a precious commodity because it is a non-renewable resource. If used poorly or inappropriately, it cannot be recovered. Furthermore, time wasted leads to missed deadlines and can result in poor customer service. This manual includes some practical ideas that will help you manage time more effectively.

Telephone Skills in the Optometric Industry. Every second wasted in the business environment is money wasted. More than 80% of Client contact in South Africa takes place through the telephone. Frontline personnel, therefore, spend more time involved in telephone conversations than any other activity. The telephone will steal productive time and waste money if ineffective telephone communication techniques are used.

Systems in the Practice. A complete guide to systems in an Optometric Practice: How to answer the telephone; serve customers, order lenses, collect debt, do petty cash and banking, sell a frame, internal marketing and many more.

Communication Skills. Communication is your medium to motivate, market, direct, plan and pass on knowledge and skills. This manual will teach you to:
(1) Get the right information, at the right time to the person who needs it and to
(2) get your messages accepted, understood and acted upon.

Human Resources & Policies and Procedures Manual. This Policy document was compiled specifically for the Optometric Industry. It is a clear guideline for the management of staff in your practice. Save yourself a lot of time and money by editing this manual to suit the need in your business.

Labour Relations Manual: This Policy covers all you need to know regarding fair labour practice. It is a step-by-step guide of the processes to follow in the disciplinary process.