IMPRESS+ / Award in Sales Skills and Techniques

Learning Outcomes

By the end of the programme, the participants will be able to:

• Introduce themselves to customers with impact to make a great first impression
• Maximise their effectiveness in establishing themselves as experts in their field
• Probing the needs and wants of the customers
• Recommend the best options to satisfy the customers’ needs
• Entice the customers to buy
• Seal the deal
• Stay in touch with their customers

Structure of Programme

The programme is delivered as one module with the following topics: Range:

• Learners will explore aspects of professional interaction from a client’s perspective (both face-to-face and over the phone)
• Discuss and establish behaviours that impact on client’s levels of trust
• Instilling the ‘it all starts with YOU’ mentality
• Identify ways of how body language or tone of voice can be used in order to get on the client’s wavelength
• Establishing the standards for impacting personal presentation (Retail)
• Using the company’s brand positioning to enhance customer confidence
• Ability to build confidence and identify sales opportunities from ALL potential clients, rather than the ones Learners feel confident with

Topics Covered:

• Interpersonal skills (including attitudes and behaviours)
• Body language: Tone of Voice and face to face
• Image and its impact
• Barriers to effectively passing on a message to our client

Range:

• Learners will explore how to position themselves as experts in the different aspects within their field
• Explore the company’s and the competition’s products and services, the market, and future trends
• Learners will also discover how to communicate what is on offer and how to match the customers’ needs

Topics Covered:

• Positioning yourself as the Expert rather than the salesperson
• Knowing the Services on Offer
• Gaining confidence

Range:

• Learners will explore this critical step in the process of securing a sale
• Securing a sale: confidence in finding out in the shortest possible time the buyer’s needs, wants and expectations
• Exploring mistakes in Sales – what hinders salespeople from taking the right steps to close deals
• Understanding consumer behaviour through effective listening and observation techniques
• Establishing standards for effective communication

Topics Covered: Looking into the process of:

• Asking the right questions
• Active Listening: listening attentively to customers’ needs in order to be able to propose and sell the right products to suit such needs
• Allowing the customer to ask questions

Range:

• Establishing ways of understanding and interpreting customers’ needs and the consequences of jumping into conclusion
• Learning to keep conversations relevant where buyers and sellers do not get off on a tangent
• Understanding the importance of Job Knowledge: Customer, Product/Service
• Ability to sell the benefits of the company’s products – identifying which products to sell and at what time
• Engaging in a commitment where Learners deliver what is promised

Topics Covered:

• Developing benefits and recommendations
• Knowing the services on offer
• Four proven ways to make a positive recommendation
• Recommending best options

Range:

• Ways of enticing the client to buy
• Highlighting benefits as opposed to features
• Identifying ways to up-sell (through anticipation, suggestion, etc.)
• Ability to work through customers’ objections, turning them into selling opportunities
• Meeting objections
• Go for it

Topics Covered:

• Enticing the customer to buy
• Objections
• Meeting objections
• Upselling

Range:

• Learners to understand the importance of prior stages that lead to this final important stage
• Understanding ways of how to engage customer in this important step
• Establishing ways of how to strike the deal
• Getting commitment

Topics Covered:

• Watch out for buying signals
• Prepare alternatives
• Ask for the order
• Shut your mouth

Range:

• Looking into various ways of how to stay in touch with the client
• Understanding that the real work starts after the first sale

Topics Covered:

• Hints to stay in touch

Every learner designs a role play based on the impress+ framework. This will be structured on a specific impress+ template. During this session, each learner will have the opportunity to act as the sales representative and as a customer. Learners will also provide feedback to other delegates based on the various steps of the impress+. The aim of this session is to ensure that every person will be able to practice the impress+ framework and give feedback on the basis of the techniques covered during day one and the first part of day 2. Final discussion and revision of the entire sales process; emphasising the importance of customer psychology and ensuring that this leads to the desired sales deals. Each learner will compile a Personal Action Plan based on the feedback provided during the two days, which plan will be then passed on to the supervising manager in order to follow-up on the application of the key learning points and the learners’ areas for development.

Teaching, Learning and Assessment Procedures

The programme will include a mix of self-assessment, peer-assessment and trainer assessment procedures, including:

• A number of self-assessment questionnaires to encourage the learners to assess and reflect on their individual competency in the skills discussed throughout the programme
• Learners are expected to role-play the skills covered in the programme and given feedback by the trainer and peers
• Trainer assessment of the learners’ reflective journaling after each session capturing the main points learned during each session, making a commitment to follow up on at least one practical action point and reviewing progress on the commitment made
• Self-assessment through multiple choice quizzes after each session to assess the transfer of knowledge and main concepts covered during each session

What’s Included:

• Training by a certified and experienced educator/s
• Detailed course notes
• Funding options

Target Group / Audience

This programme is targeted towards anyone wishing to learn the necessary skills and techniques to increase the number of prospects and close sales effectively.

Date/s of Next Intake

June 2026 or September 2026

Venue

Think Talent Training Room, Birkirkara

Language

English

Duration

3 full days

Hours of Total Learning

25

Mode of Attendance

Part-time

Mode of Delivery

Face-to-face

Grading System

Standard pass/fail grading scale

Pass Mark

50%

Funding Options

Three Malta funding routes can cover most of your course.

• MySkills Scheme (cash grant reimbursement, individuals) — employed participants claim back up to 80% and unemployed up to 100%, paid as a cash reimbursement on completion, max €5,000 per application.
• Get Qualified Scheme (tax credit, individuals) — employed, self-employed and business owners recover up to 70% of eligible training costs as a personal tax credit, max €10,000 per application.
• Investing in Skills / IIS (tax credit, employers) — Malta-registered employers recover up to 70% of eligible training costs for their staff as a tax credit.

Not sure which scheme fits you? Contact us — we will tell you exactly what you qualify for. Important: The MySkills Scheme and Get Qualified Scheme are only available to individuals who are officially residing in Malta. Proof of Malta residency is required when applying for either scheme.

Minimum Age: 18+