Negotiating Sales Success & Customer Loyalty 07-10 March 2016 Kuala Lumpur, Malaysia / 13-16 March 2016 Dubai, UAE

NEGOTIATING SALES SUCCESS & CUSTOMER LOYALTY ™MANAGEMENT 07 - 10 MARCH 2016SERIES GRAND MILLENNIUM KUALA LUMPUR MALAYSIA 13 - 16 MARCH 2016 RADISSON BLU DUBAI DEIRA CREEK UAECOURSE OVERVIEW YOUR INTERNATIONAL COURSE FACILITATORTHIS WORKSHOP IS LIMITED TO 16 PARTICIPANTS& CONSISTS OF TWO PARTS: Jim HornickelPart 1: Negotiating Sales Success (Day 1 - Day 2) Director of Training & DevelopmentThe Negotiating Sales Success™ training program deepens understanding of Bold New Directionstwo critical elements; the negotiating relationship as it pertains to thesales process and the negotiation process. Jim Hornickel brings more than 25 years of professional and personal experience in Leadership, Management,First, you will learn to understand the sales negotiating relationship through Negotiations, Public Speaking, Coaching, Corporatethree pillars of Mutuality, Pro-activity and R.E.S.P.E.C.T.™ (Responsiveness, Training and Transformation to his service.Empathy, Service, Perspectives, Esteem, Courage & Truthfulness)Second, you will understand key structural components of a successful sales He has worked in small and large businesses, profit andnegotiations process. non-profit, union and non-union environments. Jim is a published author and has also successfully started andNegotiating Sales Success™ takes participants to a set of skills, operated three small businesses.insights and practices rarely experienced in the world of sales bargaining.The program's unique approach sends each sales negotiator into the business Jim’s passion is to inspire professionals to take bold newworld with a sharp edge over traditional win-lose & conflict-laden directions in their lives for increased fulfillment andapproaches. professional success. He knows that when we awaken from within we can harness our deepened personal power toPart 2: Creating Customer Loyalty (Day 3 - Day 4) expand our positive influence.Creating Customer Loyalty™ is a dynamic program that moves participants to Jim operates from the philosophy that all professionalspowerful self-discoveries that dramatically strengthen their capacity to be a have an innate yearning to perform well at work and inconsultative agent of customer service. their lives and can reconnect to this yearning through exceptional corporate training experiences.This highly interactive program uses experiential learning to help you removeold and less useful methodologies and develop new attitudes and strategies for Jim Hornickel has successfully brought this approach to thebuilding stronger relationships while serving internal and external customers to facilitation of training programs with Fortune 500meet their needs. organizations in the US, Canada, South America, Europe and Asia.By the end of this program participants discover how operating from theprinciples of R.E.S.P.E.C.T.™ transforms collaborative results and leads to greatercustomer satisfaction and loyalty.PAST TESTIMONIALS ABOUT THE TRAINER Exclusive takeaways: “The course was very well organized & Jim is very knowledgeable & 1. A copy of Jim’s newly published passionate about the subject. Very well done!” book, “Negotiating Success - Tips - Camellia Mohiddin, Admin Executive, Petronas Carigali Brunei Ltd And Tools To Building Rapport And Dissolving Conflict While Still Getting “Jim is an extraordinary coach & mentor.” What You Want.” (Wiley Publishing) - J.B. Suresh, Product Trainer - Process Analytics, Siemens LLC 2. Workshop Materials: a training “Jim is a highly focused professional who brings energy, passion and manual containing an overview of tremendous knowledge to his work. Top-notch communication skills with the course plus work-sheets, the ability to see the large picture while attending to details...” examples and exercises. - Anne M. DiDomenico, Project ManagerTel: +6016 3326 360 Fax: +603 9205 7788 [email protected] 1

COURSE CONTENT: Workshop Benefits: NEGOTIATING SALES SUCCESS Transforms understanding of the sales negotiating processDAY1 NEGOTIATING SUCCESS Expands personal power for effective Negotiating Sales Benchmark Group Exercise bargaining Integrating the Six Principles of Positive Influence Expanding Your Emotional Intelligence/EQ-Life Intelligence Uncovers differing negotiation and Understanding Negotiation/Sales Buyer's Behaviors buyers' styles Role Playing \"What is Success?\" Developing Range & Alternatives Creates range & alternatives for best \"Preparing\" with Phase One results \"Discovering\" with Phase Two Asking Powerful Questions Unveils our 5 phase approach for Deepening Listening Skills winning outcomes The Close - Making Requests for What You Want Instills the Six Principles of PositiveDAY2 CONFLICT RESOLUTION Influence Reviewing Day One Learning Heightens your ability to diminish \"Checking In\" with Phase Three conflict \"Trading\" with Phase Four Trading Concessions Teaches a mutual-gains strategy \"Evaluating\" with Phase Five Exposing Negotiating Sales Tactics Aligns relationship building and the sales Managing Conflict with Others negotiating process Role Playing Exercise Summarizing with Action Planning Delivers R.E.S.P.E.C.T. ™ model for successThere are no pre-requisites or designated experience levels required of participants attending this WHO SHOULD ATTENDworkshop. Company Chairman & Directors A smart man knows what to say, Business Development Managers a wise man knows how and when to say it. Sales & Marketing Managers Procurement & Purchasing Officers - Frank M. Garafola HR Directors Legal Counsels & Advisors Executives, Managers & Team Leaders All Sales Representatives All Professionals who Negotiate VPs, GMs of Corporate Communications Heads & Managers of Advertising Customer Relations Managers Media & Public Relations Managers 2

COURSE CONTENT:CREATING CUSTOMER LOYALTYDAY3 COMMUNICATING EFFECTIVELY WHY THIS EVENT WITH CUSTOMERS Creating Customer Loyalty™ is a specialized Redefining Customer Strengths & Weaknesses program designed to deeply enhance Uncovering Your Professional Strengths & Weaknesses participants’ ability to build relationships of Tuning Your Radar for Areas of Opportunity service, trust and effectiveness with customers – One Dozen Best Practices to Create Customer Loyalty both internal and external to the organization. Increasing Your EQ-Total Life Intelligence This experiential training program deepens Using the 6 Principles of Influence participants’ ability to uncover customer’s full Understanding Customer Behavior Styles needs and deliver results that please. Closing the Gap Between Differing Styles Delivering Customer Service as a Standard Workshop Benefits: Embracing a Solution Oriented Approach Responding with Timeliness & Effectiveness Expands Participant’s Positivity Overcoming Communication Barriers Increasing Communication Effectiveness Deepens Awareness of Impact on Others Crafting Powerful Questions to Understand Customer’s Needs Listening Skills for Better Results Provides Tools for Building Relationships Objective Vs Subjective – Probing to Separate Fact From Fiction Strengthens Essential Communication SkillsDAY4 IMPROVING CUSTOMER RELATIONSHIPS Enhances Ability to Empathize with Clients Enhancing Connection with Every Customer Powerful Customer Service Techniques Using Empathy as a Critical Tool Putting “Service” Back into Customer Service Provides a Process to View Everyone as a Exploring the Customer’s Perspective Customer Selecting Best Perspectives for Situational Success Elevating Esteem to Build Customer Loyalty Shares a New Approach to Handling Building Courage for Tough Questions & Requests Difficult Customers Honing Authenticity & Truth-telling Preventing & Dissolving Customer Conflict Promotes a Positive Service Oriented Building Stronger Relationships Over Time Culture There are no pre-requisites or designated experience levels required of participants attending this COURSE SCHEDULE workshop. 8.00 Registration & Coffee/Tea The most important trip you may take in life 8.30 Workshop commences is meeting people half way. 10.10 - 10.30 Morning coffee/tea 12.30 - 13.30 Lunch - Henry Boyle 14.40 - 15.00 Afternoon coffee/tea 16.00 End of day 3

NEGOTIATING REGISTRATION FORMSALES SUCCESS &CUSTOMER Fax: +603 9205 7788LOYALTY ™07 - 10 MARCH 2016 Tel: +603 9205 7772GRAND MILLENNIUM Mobile: +6016 3326 360KUALA LUMPUR MALAYSIA Email: [email protected] - 16 MARCH 2016RADISSON BLUDUBAI DEIRA CREEK UAEDELEGATES IN-HOUSE TRAINING1 Name : 360 BSI is passionate about providing strategic technical Name on tag: programs and high potential training solutions across the Job Title : region to build personal competencies and organizational Email : capability. Mobile : You will receive practical training from a professionally2 Name : qualified educator with over twenty years of teaching and Name on tag: training experience. Job Title : Email : Please feel free to mix-and-match topics from the areas listed Mobile : below to get the right training content for your staff. Other topics may be available upon request.3 Name : Name on tag: OTHER PUBLIC COURSES Job Title : Email : The Craft of Technical & Scientific Writing & Presentation Mobile : Effective Communication & Presentation Skills Talent Acquisition and Behavioural InterviewingAUTHORIZATION Globalised Compensation and Rewards Systems Effective Technical Report Writing(This form is invalid without a signature) Records, Information & Document Management Effective Performance ManagementName : Hotel Contact Details:Job Title : Grand Millennium Kuala LumpurEmail : 160 Jalan Bukit Bintang, 55100 Kuala Lumpur Tel: +60 3 2117 4899 Fax: +60 3 2142 1441Tel : ( ) Radisson BLU Hotel, Dubai Deira CreekOrganization : Baniyas Road, P.O. Box 476, Dubai, UAE Telephone: +971 4 2057105 Fax: +971 4 2234698Address : General Information:Signature : Date: / / 1 Registrations close ONE (1) week before the training dates. 2 The fees cover lunch, tea breaks, materials and certificate. 3 Official confirmation will be sent, once registration has been received. 4 Participants will need to arrange their own accommodation. 5 Attire: Smart Casual Cancellations/Substitutions Substitutions are welcome at any time. Please notify us at least 2 working days prior to the event. All cancellations will carry a 10% cancellation fee, once a registration form is received. All cancellations must be in writing by fax or email at least 2 weeks before the event date. Cancellations with less than 2 weeks prior to the event date carry a 100% liability. However, course materials will still be couriered to you. Thank you for your registration!FEES (please tick as appropriate) PAYMENT DETAILS* REGISTER 3 DELEGATES WORKSHOP #1 WORKSHOP #2 BOTH WORKSHOPS Payment is required within 5 days upon receipt ofAND GET 15% DISCOUNT USD 1,995 the invoice. USD 1,995 USD 3,395 Bank transfer:KUALA LUMPUR 09 - 10 MAR 2016 07 - 10 MAR 2016 360 BSI MIDDLE EAST LIMITED Abu Dhabi Commercial Bank 07 - 08 MAR 2016 Dubai Mall Branch, P.O.Box 49124 Dubai, U.A.EDUBAI, UAE 13 - 14 MAR 2016 15 - 16 MAR 2016 13 - 16 MAR 2016 Account No: 10065721319001 Swift No: ADCBAEAAXXXThe fee does not include any taxes (withholding or otherwise). In case of any taxes applicable IBAN No: AE780030010065721319001the client has to ensure that the taxes are paid on top of the investment fee paid for the course.Compliance with the local tax laws is the responsibility of the client. All payments must be received prior to the event date© 360 BSI (M) Sdn Bhd (833835-X), Level 8 Pavilion KL, 168 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia.

Event Code Type 360 BSI Training Calendar 2016 DATE - 2016 VENUEKK-TE-DOH-46 General 13 - 14 Dec 2015 Doha COURSE TITLE Effective Technical Report Writing KK-TE-KL-41 General Effective Technical Report Writing 13 - 14 Jan 2016 Kuala LumpurKK-TE-JAK-42 General Effective Technical Report Writing 18 - 19 Jan 2016 JakartaKK-TE-DOH-47 General Effective Technical Report Writing 21 - 22 Feb 2016 Doha SV-IT-KL-22 IT Business Continuity & Disaster Recovery Planning 23 - 25 Feb 2016 Kuala LumpurSV-IT-DUB-21 IT IT Information Security Management Principles 28 Feb - 02 Mar 2016 DubaiKK-MN-DUB-129 IT Document & Information Management, Security, 06 - 09 Mar 2016 Dubai Retention & ArchivingSV-SS-DUB-102 Safety BBS: Safety & Leadership 06 - 08 Mar 2016 DubaiSV-SS-DUB-103 Safety Root Cause Analysis 09 - 10 Mar 2016 DubaiKK-MN-KL-117/118 General Negotiating Sales Success & Customer Loyalty 07 - 10 March 2016 Kuala LumpurKK-MN-KL-119/120 General Effective Communication, Presentation Skills & 07 - 10 March 2016 Kuala Lumpur Report WritingKK-MN-DUB-121/122 General Negotiating Sales Success & Customer Loyalty 13 - 16 March 2016 DubaiKK-MN-DUB-123/124 General Effective Communication, Presentation Skills & 13 - 16 March 2016 Dubai Report Writing KK-MN-SIN-130 04 - 07 Apr 2016 Singapore KK-MN-DUB-131 IT Document & Information Management, Security, 10 - 12 Apr 2016 Dubai Retention & Archiving Management Green Supply Chain Management SV-FI-KL-11/12 Finance Fraud Control & The COSO 2013 Framework: Improving To be confirmed 2016 Kuala Lumpur Internal Controls and Organizational EffectivenessSV-MN-DUB-131 HRSV-MN-DUB-132 HR Effective Performance Management To be confirmed 2016 Dubai Preventing Workplace Bullying To be confirmed 2016 DubaiSV-FI-DUB-9/10 Finance Fraud Control & The COSO 2013 Framework: Improving To be confirmed 2016 Dubai SV-IT-DUB-19 IT Internal Controls and Organizational Effectiveness SV-SS-DUB-96 Safety SV-SS-DUB-97 Safety Project Management for IT Professionals (23 PDUs) To be confirmed 2016 Dubai Dubai SV-IT-DUB-20 IT Visible Safety Leadership To be confirmed 2016 Dubai Quality, Behavior & the Bottom Line: The Human Side of To be confirmed 2016 Dubai Quality Improvement IT Governance: Governance & Management of To be confirmed 2016 Enterprise IT Other Training Courses by Affiliated Training Partners Technical Advanced Shutdown / Turnaround / Outage (STO) Dubai Management Kuala Lumpur Security Advanced Certificate in Security Management Dubai Security Advanced Certificate in Professional Investigation & Covert Surveillance Dubai Dubai Security Advanced Certificate in Field Incident Command Dubai Dubai Management CSR Strategy & Value-creation Masterclass Dubai HR Training ROI Masterclass Management Effective and Efficient Warehouse Operations Finance Effective Collection & Recovery StrategiesContact Kris at [email protected] to register or for further details. Tel: +60 16 3326 360