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Courses / WorkShops / ATT
SmartTeam was established
in the year 2000, with core business activities in business consultancy
and training. The training team is also formed by
a group of qualified and skilled professionals with both academic
and practical experience with staggered years in a wide range of
industries. We aim to be the leading provider of quality education
and training in the Asia Pacific region. To do so, our qualified
professionals are committed to deliver quality courses, which will
help you to pursue a career advancement or further your technical
knowledge. The course will be conducted with real life examples
and case studies.
In Q4 of year 2012, SmartTeam initiated
a professional training program, SmartAcademy which is segmented by individual interest group.
The group comprises in logistic, nursing, business finance and aviation.
The course at SmartTeam Pte Ltd is designed for participants to build up their
knowledge and prepare themselves for any career or academic progression. Each module
is crafted with 30 lecturing hours. The objective of the training is to provide a
platform for the participants. There will ne a written exams (graded) at the end of each course.
The trainers delivering the content for each module are
equipped with staggered experience and knowledge. In term of academic background, they are of at
least an undergraduate from acrredited universities; many of them are master degree or PhD.
The course module is delivered in a seminar /lecturing concept,
which is 6 hours per session. The course will take up to 5 days. At the end of each seminar, participants
will be awarded the certificate of attendance/completion. The course fee is at S$950 per module, course material S$100
and an application fee of S$50 (non-refundable). Please check with the SmartTeam Pte Ltd on available courses,
as the course will only commenced with a size of 20 participants subjected to venue availability;
Note:
Please check with relevant colleges and institutions for any waiver of subject/ subjects in their own advanced learning curriculum.
The Course modules that are currently
available are:
Business Fundamentals
The business fundamentals module introduces student to the exciting
and challenging world of business. Through the information and activities in today's business, student will
increase their preparation to be a knowledgeable consumer, well-prepared employee, and effective citizen
in the economy. This course will serve as a background for other business courses and prepared student
for future employment and business ownership.
Fundamentals to Marketing Performance
This module provides students with a clear understanding of
marketing as a fundamental to any business growth. It focuses on the concepts of marketing low value
consumer products with greater emphasis on high value product, service oriented "outside in approach"
form of marketing. The Distribution Channel, Marketing communication relevant to customer focus will
be covered. Another key area of coverage will be the process for superior Telemarketing performance.
This approach towards telemarketing aims to cultivate superior sales closure results, enhanced customer
satisfaction and recurring sales opportunities. This course will equip students with underlying
basic knowledge of telemarketing.
Information Technology
The emphasis of this module is to provide students with a clear
understanding of information and technology to business growth. Main areas covered are the concepts of
the importance of information technology with greater emphasis on computer and its components,
the use of internet, software application, system confidentiality and data integrity. Another key area
of coverage will be the process of data gouping and data management aims to cultivate superior
business activities and customer relationship management. This course will equip students with underlying
basic knowledge of information technology.
Principles of Marketing
This module provides students with an understanding of the
development in marketing and its changing role. Students will learn the usage of various tools
in marketing used by marketers and develop an ability to evaluate the strengths and weaknesses of
various products and various markets. Students are taught to deliver solutions through modifying
marketing orientation and (re) positioning the product and service offered. Students will also
taught on the importance of marketing activities, the 4Ps and the marketing mix, internal marketing,
understanding customers' behaviour and customers’ behaviour in making marketing decisions.
Marketing Communications
This module equips students with the skills and knowledge that enable
marketers to manage marketing communications and brand support activities within organisations with the focus
of underlying concepts, theories and examples for customer communications, leveraging on understanding the
importance of customers, and both internal and external communication. With an understanding to the decision
making process and the stakeholders' decision making unit, this module provides case-based example of a business
operation adapting concepts and practices of promotional activities at its tactical level. The learning will
allow student to understand and manage of relationships with a variety of stakeholders, particularly customers,
and other marketing channels.
E-Marketing & Supply Chain Management
This module introduces students to the fundamental and operational
aspects of electronic marketing and supply chain management from the business and marketing point of view.
It aims to provide business and technology for the delivery of customer value in the form of goods and services.
This module focuses on the fundamental concepts and operational aspects of electronic commerce and supply
chain management. This is to enable the student to evaluate the opportunities, threats, and constraints of
conducting electronic commerce and supply chain activities
Marketing Planning
This module provides the essential knowledge of understanding in
the creation and the use of operational marketing plans and marketing process. It aims to provide students
with an understanding of the various differences in the internal and external contexts of marketing,
within which operational marketing planning and marketing are carried out. Different models of marketing
will be taught to be used to meet these contingencies. The subject aims in particular to ensure that
the knowledge and understanding can be applied in the practical construction of appropriate and delivering
of realistic marketing plans.
The workshop is designed with case studies and discussion
of current and best practices. This is suitable for participants to already have the relevant knowledge.
New designed of workshop to suit group of participants can be also be make available, please contact us
at chanwk@smartteam.com.sg. At the end of each workshop, participants will be awarded the certificate
of attendance. Please check with the SmartTeam Pte Ltd on available of the workshop, as the workshop will
only commenced with a size of 15 participants subjected to venue availability. The fees will be published
upon confirmation, cancellation of workshop with be fully refunded when the class is unable to commence.
SmartTeam provide workshop and curriculum in telemarketing training from product training, handling of customer and customer relationship management aspect of training tele-agents since 2001. The main module of training developed is Smart Call (Operational Level) – Basic of Telemarketing; the Essential of telemarketing, SmartTel (Tactical Level) – for superior business performance, SmartFocus (Pinnacle Level) – for strategic level.
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Developing
Essential Skills in Customer handling and Management skills in Call Centre Operation
(CRYSTAL BALL workshop)
OVERVIEW
Been skillful in customer handling will create good and lasting impression over the phone
and greatly enhance the contact rate with our target audient. This program provides an
innovative approach towards marketing that aim to cultivate “standout among the rest”
in achieving superior sales closure results, enhanced customer satisfaction and recurring
sales opportunities. This course extends from operation level to management level.
It includes various techniques in developing KPI for better call centre performance.
It is like seeing your customer, and understanding the person you are talking to through
a Crystal Ball adopting the power of Customer relationship Management. This will also be
a good networking session, during training session and lunch; you will be to mingle with
top managerial level and decision maker from reputable corporations.
PROGRAMME AIM
• “How to Be Irresistible to your Customer: The Mastery Series”! – The crystal Ball
• To understand the framework of customer service performance in sales
and marketing by applying SmartCall ©
• To understand the customer sales transition process and how SmartCall ©
can enhance this process
• To apply relationship management through telemarketing channels using Crystall Ball
© concepts
• Problem Solving Strategies (& customer handling skills)
• Evaluate your operation and design a KPI suitable for you operation
At the end of the workshop, you will be able to:
- Understand the customer sales transition process and the sales call structure
- Better control the conversation
- Demonstrate the skill of effective communication
- Demonstrate an understanding of the closing techniques
- Demonstrate the ability to handle difficult callers
- Understand your operation and develop KPI for better operation efficiency
For Enquires: Please email to courses@smartteam.com.sg or call 6395 3630
our course coordinator for more information.
Download
Application Form
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Introduction
to Managing Telemarketing Performance
OVERVIEW
This 5-(½)days course (15 hrs) in the introduction
to managing telemarketing performance builds upon sales skills
and essential tele-skills training. This course will coach
delegates to identify sales skill development areas from the
call monitoring sessions with the tele-sales representatives
(CSO or TSR). The delegates will then learn how to sharpen
their sales skills during this workshop using as many “real
life” campaign examples. These exercises put the delegates
into new situations, where the creative use of sales skills
and knowledge are required.
Campaign specific team sales workshops have also been developed
to identify the sales skills. These will allow the team to
share sales experiences, by having brainstorming sessions
to overcome sales hurdles, and allowing lower performers to
observe the techniques of high achievers – all improving
the conversion rates without a loss in quality on the sales
campaigns.
PROGRAMME AIM
• To understand the customer sales transition process
and the sales call structure
• To demonstrate an understanding of the need for a
positive introduction
• To write their own “hook”
• To demonstrate an understanding of the need for good
questioning of listening skills
• To demonstrate an understanding of the need to march
the product to the customer
• To identify buying signals
• To demonstrate an understanding of closing techniques
• To identify the main features and benefits of the
product
• To identify and provide solutions to the campaign
customer objections
• To demonstrate an understanding of the need to summarize
the call.
Opportunities arises from this course:
The major industries of employment ranges from Marketing
Research Companies, Banks, Financial Institutions and Insurance
Companies. These industries are growing and there are huge
demand for operation staff (including Customer Service Officers/
Telemarketing Specialists) and management positions. This
module of telemarketing leverages on the professional certificate
/ diploma / degree that you pursue. As these growing industries
complement with the complexity of customers by launching their
new products through tele-marketing. At the end of the course,
you will have a good glimpse of these growing industries.
Download
Application Form
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Introduction
to General Insurance
OVERVIEW
This 10-(½) days course (30 hrs) in the introduction
to General Insurance builds upon an understanding of various
insurance types and essential skills in its applications.
This course will coach delegates to identify various general
insurance knowledge and scenarios that is a requirement in
attaining a general insurance certification in Singapore.
The understanding and evaluating of various insurance products
(personal accidents, health insurance, life, and auto insurance)
and their development will sharpen the sales skills during
this workshop using as many “real life” campaign
examples. These exercises put the delegates into new situations,
where the creative use of sales skills and knowledge are required.
The delegates will learn basic knowledge of General insurance
and with this knowledge able to identify the uniqueness, differentiate
the various packaging of the insurance products, and develop
the selling skills required.
PROGRAMME AIM
• To have a full understand of general insurance
• To have a firm grips of basic concepts and principles
of insurance
• To attain a general certification of insurance in
Singapore.
• To be able to evaluate insurance products effectively
• To identify the main features and benefits of a general
insurance product
• To demonstrate an understanding of the need for a
positive introduction of insurance
• To demonstrate an understanding of the need to march
a product to the customer
• To identify buying signals and its needs
• To demonstrate an understanding of sales techniques
adopted
• To identify and provide solutions to the campaign
customer objections
• To be able to tele-market a general insurance product
Opportunities arises from this course:
The major industries of employment ranges from Marketing
Research Companies, Banks, Financial Institutions and Insurance
Companies. These industries are growing and there are huge
demand for operation staff (including Customer Service Officers/
Telemarketing Specialists) and management positions. This
module of telemarketing leverages on the professional certificate
/ diploma / degree that you pursue. As these growing industries
complement with the complexity of customers by launching their
new products through tele-marketing. At the end of the course,
you will have a good glimpse of these growing industries.
Download
Application Form
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Coaching & Motivation Techniques
for Effective Manager
OVERVIEW
Coaching and Motivation are set of powerful tools for performance.
This interactive 1 day seminar and workshop will show you new ways to
improve the productivity, satisfaction, and quality of your employees,
coworkers, and yourself. You'll leave with a customized plan for creating
an environment that allows those around you to self-motivate and achieve
their highest potential. This seminar focus on Characteristics of a Good
Coach and the process of coaching with demonstration on sample of coaching
and team building.
You'll Discover:
• What motivation is, where it comes from, and how to increase
its impact on your organization
• What creates a motivational environment
• That motivation is one of the primary tasks of a leader
• Specific actions you can take to improve morale and motivation
in your department and organization
• How to become a positive example of a motivator
Download
Application Form
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How to be an Effective Manager
OVERVIEW
This interactive 1 day workshop and seminar allow you to learn the most effective ways
to get results through others through good management practices. Because supervisors
get work done through others, they must know how to manage people as well as the work
they produce. They also need the ability to get employees to willingly do things
they would not do on their own. After exploring the traits of effective supervisors,
this popular seminar focuses on the leadership role of supervisors using discussion,
exercises, and case studies. The workshop emphasize on Self Development which includes
Time Management, Stress Management, Motivating Others, and Negotiation Skill. It also
emphasise on being a Global Manager which covers Change and Crisis Management,
Risk Management, Managing Across Demographics, Cultures and Nationalities
You'll Learn How To:
• Balance people skills and technical skills
• Get employees to buy in to your organization's vision
• Build consensus
• Enhance the flow of communication
• Build a culture based on mutual trust and respect
• Set priorities
• Deal effectively with conflict
Download
Application Form
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Effective Project Management
OVERVIEW
This 1 day course entails the following learning objective:
• Understand the concepts in project management
• Understand the project management process
• Learn about project management tools and techniques and apply them to real-life projects
• Understand the project management Issues and ways to mitigate
The workshop and seminar focus on project-management concepts, tools and techniques
used in a project-management environment, and basic skills required to effectively
manage a project and project team. This course also carries some discussions
on project management practical application. Who Should Attend:
Project managers, Functional managers in a project environment,
and Project team members. The seminar and workshop focus on:
• Project Integration
• Scope Management
• Time Management
• Cost Management
• Quality Management
• Human Resource Management
• Communications Management
• Risk Management
• Procurement Management
It also explores the following in detail:
• Scope Change Control
• Earned Value Analysis
• Network Flow Diagramming
• Critical Path Analysis and Management
• Team Development
• Risk Response Planning
Download
Application Form
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Introduction to Banking
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Introduction to Money Market
OVERVIEW
This 3 days course entails the following learning objective:
• Acquainted with short term money market trading
• Aware of market terminology and practices in the conduct of money market
• Understand the risks involved
• Familiarize with the pricing, valuation and cash flows of various money transactions
Please email course coordinator for more information (chanwk@smartteam.com.sg).
Download
Application Form
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Introduction to Capital Market
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Concepts to Stock Exchange and Listing
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Telecommunication Channel Marketing Trends
and Strategy
OVERVIEW
This 3 days course discuss the role of distribution network in marketing strategy
adopting different marketing channels and discussion the function of each channel.
The seminar extends to the unique of different distribution levels in service and
their applications in telecommunication service. After the course, you will be able
to design distribution multi-channels system, Analyze group of customers
using telecommunication service, Define purpose of distribution network
for customer group using different mobile telecommunications service,
Divide scope between distribution channels and adopting the same use
of policy same for all channels.
You'll Learn How To:
• Manage and develop intermediary distribution channel in telecommunication area
– Function
– Intermediary distribution types
– Pricing strategy
• Implement pricing strategy for intermediary distribution channels
• Manage and develop retail channel in telecommunications areas
– Retail strategy
– Pricing strategy
Download
Application Form
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Marketing for non-marketing staff
OVERVIEW
This 1-day seminar and workshop will highlights what company's should be aiming for is
"total marketing". Each person within the organisation
should understand the brand values and how the brand can be supported (and damaged).
If everyone understands real
customer needs and how customers make buying decisions then they will be much better able
to serve those customers successfully. Getting a customer is important, but understand
the customer is more important. How many people actually why customers don’t buy?
The ultimate success is to understand why customers do not buy and making them
to be your customer.
A typical non-marketing staff course would include:
• understanding customer needs - even business-to-business
purchases have a high emotional content
• the concept of a product – the reason for purchase!
• the buying process - small things matter and first impressions last
• brand - what it is (not just the logo) and why it's important
• customer segments - differing needs, differing solutions;
not all customers are the same
• marketing information - collecting, communicating, consuming, commenting
• marketing is a team game
• stake holders in marketing
• organisation involvement in marketing
Download
Application Form
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Introduction to SmartCall Process
for Superior Telemarketing Performance
OVERVIEW
This course in the introduction to the Proprietary SmartCall Process for
superior Telemarketing performance. SmartCall is an innovative approach towards telemarketing
that aim to cultivate telemarketing professional in achieving superior sales closure results,
enhanced customer satisfaction and recurring sales opportunities.
The course includes an introduction to General Insurance and other banking financial products,
which builds upon an understanding of their variation and development of various techniques
in adopting essential skills in their applications. This course will also coach delegates to identify
various financial products and their benefits. The delegates will learn basic knowledge of
General Insurance and with this knowledge able to identify the uniqueness of various financial products
and develop the appropriate selling skills required. The course also includes the preparation in
attaining a general insurance certification in Singapore. This course will put delegates into new situations,
using as many “real life” campaigns examples, where the creative use of sales skills and knowledge are required.
PROGRAMME AIM
• To provide participants with an overview of the SmartCall process
• To understand the framework of customer service.
• To excel in sales and marketing by applying SmartCall.
• To understand the customer sales transition process and how SmartCall can enhance this process.
• To apply relationship management through telemarketing channels using SmartCall concept.
• To demonstrate an understanding of the need to march the product to the customer
• To develop KPIs to monitor the success achieved by applying smartCall.
• To distinguish between effective and ineffective tactics in different situations.
• To identify the different factors that will contribute towards developing
a customer-focus marketing organization.
• To apply marketing mix to optimize demand from product and services.
• To ensure effective telemarketing.
Opportunities arises from this course:
The major industries of employment ranges from Marketing Research Companies, Banks,
Financial Institutions and Insurance Companies. These industries are growing and
there are huge demand for operation staff (including Customer Service Officers/
Telemarketing Specialists) and management positions. This module of telemarketing
leverages on the professional certificate / diploma / degree that you pursue.
These growing industries will complement with the complexity of customers by
launching their new products through telemarketing. At the end of the course,
you will have a good glimpse of these growing industries.
Download
Application Form
Aviation Technical Training (ATT) at
SmartTeam Pte Ltd is initiated by the Smart Academydesigned for aviation interest group to
provide a learning consolidation their interest and professionalism. The Aviation Techical
Tnraining includes 3 forms of certification of completion. The ATT Bronze award, the ATT Silver
award, and the ATT Gold award. Participants will build upon their knowledge and prepare themselves
for any career or academic progression. Each award certification is crafted with a day of
practical / lecturing training hours. The objective of the training is to provide a platform
for the participants to have a good grasp of knowledge. Each participantwill receive a
certification of attendance/ completion. There will be a written/ practical assessment (graded)
at the end of each course.
The Aviation Technical Training (ATT) will includes
of flight experience (an experience of handling of aircraft), hands-on of aircraft maintenance,
communication with control tower and airport operation experience. The ATT will 3 awards, Bronze,
Silver and Gold will lead student to the next level of Professionals Training, which will categorise
into Pilot Training, Aircraft Maintenance Training, and Control Tower Communication Training.
Content coverage:
The ATT Bronze Award – aerodynamic familiarisation
To complete, participants should be familiarised with theory and concept of aerodynamic,
i.e. flying. Participants are able to fly straight level, turns, take-off and landing. Students will be to identify the
important external parts of the aircraft and what it takes for aircraft to fly. They will also to understand the hanger,
control tower and general aviation airport operation. Students who wish to become a pilot; this will be their first station.
The ATT Silver Award – aircraft maintenance
To complete, participants are able to perform basic maintenance of aircraft, this will
includes changing of engine oil, change and checking pressure of aircraft tires. This certification will lead to aircraft rating
maintenance professionals. They will also learn in-depth of the concept of the mechanics of an aircraft.
The ATT Gold Award – Control Tower communication
To complete, participants should be understand the navigation, i.e. reading
of maps, using the aviation compass and identify on location of the aviation maps coordinates. Students will be to communicate
with the control tower. This will lead to being a professional in communication of control tower, and air traffic control.
The ATT will be conducted in Malaysia.
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