DEI Comprehensive Selling Skills Online Training (CEU) Series - Census Management
Approved by NAB (NCERS)
Approved for: BRN, CNA, NHA, and California RCFE
Many providers are considering, or actually have started to bring in more resources and investment to improve census. The questions of ‘when’ start to take a toll in sleepless nights. “When” will the investments pay off? “When” do you cut your losses and go down another path. Because we know that if we don’t put an effective plan in play NOW, the question of WHEN becomes very ominous indeed. WHEN do we lose our ability to maintain operations?
This comprehensive sales training system is specifically designed for the senior housing industry. It consists of six courses, each working in concert to implement a sales operations uniquely effective at meeting the objective of 100% occupancy.
The sales process in the senior housing industry, like many other industries, lacks a consistent method to engage open and honest conversations with prospective residents and their families.
While the industry has no shortage of training fads, gurus and techniques, most have demonstrated no long term effect on productive activity or census.
The DEI selling system conveys actual conversations with scenarios developed around the toughest and most common interactions between sales representatives and prospects.
The DEI system takes 35 years of success in implementing sales operations across all industries, and applies that success to the senior housing industry. This process subscribes to the notion that selling is like many other functions in a business. It requires a process approach, with steps, procedures, best practices, preparation, diagnosis and correction to consistently management an effective census sales plan.
The program is designed with a curriculum in which each course builds on the content of the previous course. However, each modular course is designed to offer stand alone value. And so depending on your situation, whether you need a comprehensive plan or specific skills development you will be able to customize a training plan to meet your specific goals.
Recommended Training:
- For executive management and facility managers: Course 1 is designed to give management the tools and process to effectively manage the execution of the sales process.
- For basic sales training: Courses 1, 2, and 3 should be taken in sequence by any sales representative.
- For specific skills training: Courses 4, 5, and 6 offer industry specific sales techniques.
- Staff training: Courses 4 and 5 are appropriate for non-sales staff in-servicing. The training objectives are geared to those staff who may be involved with the prospect by answering telephone inquiries or giving a tour.
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Complete DEI Comprehensive Selling Skills Training Series (DEI00)
Price: $180
Course Description: Selecting this option gives you access to all six (6) DEI Comprehensive Selling Skills Training courses for the low price of $180.
Click here to register: California | All Other States
Course 1: The Foundation Concepts of the Sales Process (DEI01)
Select this Course to define the sales process, develop the common language to manage the process; help define the roles to execute the process, and to lay the foundation for effective sales activity reporting.
Approved for: BRN, CNA, NHA, and CA RCFE
Approved by: NAB (NCERS)
Continuing Education Hours: 1
Price: $39
Course Description:
As described earlier, as many providers begin to execute investment strategies to improve census, the questions of 'when' the investments pay off emerge with a sense of urgency for answers.
The providers of senior residential services are finding themselves in an increasingly competitive market. The strategies that worked well in the past are not likely sufficient to maintain occupancy at profitable levels. "Build it, manage it well and they will come" is no longer a viable plan.
After completing this foundational training, participants will have an understanding of what needs to be done, and when. The training instructs the participant on the 'how' to finding the answer to the all-important question: "How to hit the sales census budget and how to do it on time".
After this session as a participant will have context for deciding what other training is needed for your staff. You will be well equipped to manage the reporting that creates true visibility into the sales process; visibility that management must have to influence the right activities at the right time to ensure that you hit target on time.
Click here to register: California | All Other States
Course 2: Selling to Residents and Their Families (DEI02)
Select this Course to improve the discovery process and to create trust and establish rapport with the potential resident and the family.
Approved for: BRN, CNA, NHA, and CA RCFE
Approved by: NAB (NCERS)
Continuing Education Hours: 1
Price: $39
Course Description:
The manner in which the sales staff are conducting sales conversations and conducting tours may be reflecting inadequate selling skills to close enough business. For every observation made by the prospect or the family member, the sales person may have a tendency to offer an instant solution. If the sales person over-presents too early in the sales conversation, he or she risks missing the opportunity to uncover those underlying issues that need to be understood, and must be resolved before the prospect will select the community.
This training starts by teaching the participants those conversational techniques they can use to open the meeting, develop rapport, and establish the trust. It is trust that becomes the foundation of the relationship with the prospect. This course then proceeds to teach the participants a structured approach for gathering the right information about any particular prospect; and then how to use that information to deliver the right presentation, one that closes the sales. Real life scenarios are used throughout the training to help the sales representatives apply the techniques to the real conversations that take place in the course of their day to day efforts to move more prospects to a residency status.
Click here to register: California | All Other States
Course 3: Overcoming Objections and Closing the Sale (DEI03)
Select this course to learn to overcome common objections and move the sales to close.
Approved for: BRN, CNA, NHA, and CA RCFE
Approved by: NAB (NCERS)
Continuing Education Hours: 1
Price: $39
Course Description:
Nothing derails a sales effort as a sales person becoming defensive over an 'objection' that a prospect puts forth during the course of a sales conversation. At the same time it is true that the main reason sales don't close is the failure of the sales person to address such concerns or objections that the prospect needs to have answered.
This module teaches the participants to effectively deal with any objection and uses the opportunity to point the prospect to the strengths of our value proposition. Participants will learn to make "lemonade from lemons". Armed with these skills, able to anticipate and manage objections, the participant will learn techniques for uncovering those questions and concerns of the prospect must have answered and resolved in order to move the sale forward.
Participants will then learn those communication skills to take the information gathered during discover and deliver an effective presentation, one that moves the prospect to an agreement to close.
Click here to register: California | All Other States
Course 4: Turn Inquiry Calls into Appointments (DEI04)
Select this course to train staff to successfully handle telephone inquiries and get to the next step of creating appointments with these potential residents shopping on the telephone for a provider.
Approved for: BRN, CNA, NHA, and CA RCFE
Approved by: NAB (NCERS)
Continuing Education Hours: 1
Price: $39
Course Description:
Telephone inquiries for information are often managed by simply responding to the caller's question, and then hanging up. The other side of that coin is to refuse information until the caller provides information. Neither of these approaches will improve census.
Telephone inquiries are an opportunity to engage the shopper in a conversation that concludes with a mutually agreed-upon next step. The best outcome will be for a face-to-face meeting, frequently a tour.
Course 4 offers several role-based phone scenarios that demonstrate the engaging methods to manage these conversations without being confrontational and concludes with the 'next step' objective.
Click here to register: California | All Other States
Course 5: Conducting the Tour, Selling the Experience (DEI05)
Select this course to train staff to effectively conduct and participate in the facility tour to move the sales process forward to close.
Approved for: BRN, CNA, NHA, and CA RCFE
Approved by: NAB (NCERS)
Continuing Education Hours: 1
Price: $39
Course Description:
The facility tour holds great promise as an opportunity to engage the prospect. A tour, well conducted, promises to greatly improve the likelihood that a prospect will make the decision to move into the community. But too often it falls short as it plays out as the last interaction with the prospect who is shopping for residential care.
During this session participants will learn best practices when conducting a tour. The objective of the tour is to get to the 'next step', an agreement to continue to 'figure out' if the prospect and you as provider will work together.
Participants will be taught to move past the 'real estate' demonstration and leave behind the notion that the facility "sells itself". Rather best practice techniques will focus the touring experience as a demonstration of what it is like to 'live' in your community.
Learn the techniques for staging the tour, engaging the staff as participants in the well conducted tour, and then, how to reverse the tour for the final finale that says to any prospect, "we know you, we welcome you as part of our community".
Click here to register: California | All Other States
Course 6: Selling to Referral Sources & Community Influencers (DEI06)
Select this course to train team members to effectively engage new and existing referral sources and community influences in a sales conversation, one that is focused on generating new leads.
Approved for: BRN, CNA, NHA, and CA RCFE
Approved by: NAB (NCERS)
Continuing Education Hours: 1
Price: $39
Course Description:
Many providers have been driven to expand marketing budgets as existing units open. When census plateaus at new lows for prolonged periods the pressure to 'do something' mounts. But as more monies and resources are allocated to media, advertising, and the sales staff are investing in more lunches and events, the results too often have been disappointing.
The objective of this training is to instruct the sales people in the 'how tos' of engaging in a sales process with referral sources for new lead generation. This course teaches a structured approach for conducting sales conversations with new referral prospects, conversations that conclude with an agreement to work together. With these referral sources the focus will be on 'discovery' in order to determine why it makes sense to work together. The result is new lead generation.
Click here to register: California | All Other States