Includes the following seven programs:

• Creating Positive Impressions - Carol greets new clients but struggles with their name pronunciation. Michael and Wendy are not welcoming, so Carol gives them tips on smiling and positive facial expressions. When the clients complain about Mana’s presentation, Carol agrees and puts her down then coaches her - all in front of the important clients. They are unimpressed and leave. (6 Minutes)
• Delivering Sensational Service - Casey practices her service skills on Tammy, but the strategy backfires. (10 Minutes)
• Enhancing Service - Listen to customers, build rapport and demonstrate you care by being efficient, knowledgeable and a problem solver. (9 Minutes)
• Starting Relationship Selling - When Carol is left to train four staff to sell, she assumes none will succeed. (10 Minutes)
• Building Relationships - Marcus sets up a “speed socializing” exercise to give staff an insight into building long lasting relationships. Steve is chosen as the relationship expert to comment on the ‘relationship’ skill level of the group as they undertake role-plays. Tammy and Sanjay’s awkward interaction escalates when Steve refers to him as a narcissist. Tammy feels angry with the whole group and has an outburst in Chinese. (8 Minutes)
• Negotiating for Success - Casey and Sam demonstrate skills, but best negotiators are Carol and Steve. (10 Minutes)
• Negotiating for Results - Steve and Paul Garrison negotiate a large contract to provide services to Paul’s company.  Steve wants to provide a cost effective service based outside Australia but Paul disagrees. Steve acknowledges the concerns but nearly loses the deal when Serena is brought into the equation, and an angry Paul comes back to confront them. Steve finally reassures Paul the Australian deal will proceed. (7 Minutes)